Lifecycle Manager - Safetyculture Marketplace

SafetyCulture is a customer and product led SaaS company with the purpose of helping frontline teams get better every day.
We are building a mobile-first operations platform that gives workers a voice, and leaders visibility, to make better decisions in the workplace every day. Our mission is to unite teams to become a force for improvement in any organisation.
Headquartered in Sydney, SafetyCulture has six offices around the world and over 70,000 customers.
As part of our mission to make the workplace safer we have recognised our customers often need products or services to help them resolve issues and reduce risks in the workplace. This can be as simple as needing to order more masks to protect employees or as complex as a multi-disciplinary audit of a work environment. These actions are identified in our SafetyCulture app and the mission of the Marketplace team is to make it faster, cheaper and easier for our customers to complete these actions and have a safe work environment.
Reporting directly to our Head of digital acquisition, your primary mission will be to drive strong engagement between our customers and SafetyCulture Marketplace, ensuring they get maximum value from our products and services. We care deeply about our customers' success and your initiatives will help guide them through the experience from sign-up to retention and advocacy.
Own your metics and work closely with cross functional teams to bring your inspiring ideas to life. This is a greenfields opportunity and you have the opportunity to meaningfully contribute to the growth of one of Australia's most successful technology companies. We're investing our resources into creating and shaping a better workplace for all. We are growing fast and looking for talented, self-motivated people that value collaboration, growth and learning to join our team.
About you:

• You have experience managing high-volume lifecycle communications in a high growth D2C and B2B environment.
• Drive the strategy and execute the delivery of a customer lifecycle program aligned to business goals through customer insight, segmentation, analytics and purchase behaviour.
• Build loyalty and retention by optimising customer experiences, through product offering, engaging content and using customer feedback.
• Developing triggered automated programmes from concept through to execution.
• Be the owner of customer metrics, continuously reviewing and analysing to share with the business and drive KPIs - retention and churn metrics, lifetime spend, purchase frequency, transaction value, first/second/multiple purchase behaviour, product purchase (pre and post) insight.
• You will use data to help drive decision-making, and will use cross-team collaboration and a test-and-learn approach to continually improve the marketing mix for better customer experiences.
• Strong communication skills without a fear of over communication. This role will require effective collaboration and cross-functional coordination across internal and external contributors.
• Deep experience working with CRM and marketing automation technologies - ideally Braze and Salesforce and the ability to use analytics software - ideally GA, and Amplitude.
• Extremely detail-oriented and organised, able to manage multiple projects to meet deadlines.
• A passion for and ability to quickly understand our developing customer personas and the emerging frontline worker category.
• Able to demonstrate SafetyCulture values (Think Customer, Open Honest Always, Better as a Team, Be Bold Bring Action).

How you will spend your time:

• Collaborate closely with cross functional teams to create a cohesive, relevant customer experience.
• Deliver customer focussed, integrated marketing programs that drive customer engagement, expansion and retention.
• Improve the health of every user by supporting them to gain the most value from SafetyCulture's products and services.
• Leverage our marketing tech stack to deploy contextual communication programs for proof of concepts and at scale, driven by automation.
• Integrate programs into all customer touchpoints, including Sales, Support, and Product and devise novel approaches to ensure customer retention and engagement.
• Be the subject matter expert on effective customer engagement, supporting every SafetyCulture team member to be customer obsessed.
• Configure targeting and customer segmentation for all digital campaigns and obsessively collect data points on challenges to our optimal customer journey.
• Establish and maintain scalable processes that ensure best practices for email, marketing automation, and internal reporting.
• Provide campaign performance analysis and implement timely optimisations to drive results.
• Ensure creative and broad tactics are deployed in cooperation with cross functional teams.

More than a job:

• Equity with high growth potential, and a competitive salary
• Flexible working arrangements, we encourage you to create the best work blend while working from your home and the local SafetyCulture office
• Access to professional and personal training and development opportunities
• Hackathons, Workshops, Lunch & Learns
• We encourage involvement in the community, open source work, attending talks and events, and experimenting with new technologies

Office Benefits:

• In-house Culinary Crew serving up daily breakfast, lunch and snacks
• Barista coffee machine, craft beer on tap, boutique wines and a range of non-alcoholic beverages
• Wellbeing initiatives such as subsidised fitness programs, EAP services and generous parental leave policy
• Quarterly celebrations and team events, including the annual Shiplt global offsite
• On-site gym, table tennis, board games, books library, and pet-friendly offices

We're committed to so our people can bring their whole authentic selves to work each day. We seek to make reasonable adjustments throughout our recruitment process to create an even playing field for all candidates. Thanks to the tireless efforts of the entire SafetyCulture team we've built an incredible culture which has seen us recognised as a Best Place to Work in , the and the .
Even if you don't meet every requirement listed in the ad, please consider applying for this role. We prioritise inclusion and value individuals with potential over a checklist of qualifications. Don't rule yourself out, hit that apply button if this job resonates with you
You can find out more about life at SafetyCulture via , , and .
To all recruitment agencies, we do not accept resumes or partnership opportunities. Please do not forward resumes to SafetyCulture or any of our employees. We are not responsible for any fees associated with unsolicited resumes.