Senior Director, Engagement & Lifecycle Marketing

Job Description

Description:

Zendesk is built on a unique combination of powerful software and human ability, which allows us to strike the perfect balance of innovation and empathy. It’s what Zendesk is known for, and it’s why we're known as the intelligent heart of customer experience. Reporting to the Senior Vice President of Integrated Marketing, we are seeking a dynamic and visionary Senior Director of Engagement and Lifecycle Marketing. In this role, you will play a pivotal role in designing and driving our customer experience, from initial awareness to advocacy. You will be a strategic leader, partnering closely with cross-functional teams to develop and execute data-driven campaigns that deepen relationships, boost engagement, and maximize customer lifetime value.

Key Responsibilities

• Strategy and Vision:

  • Develop and own a comprehensive engagement and lifecycle marketing strategy aligned with overall business objectives.

  • Define customer segments and journeys, tailoring the experience to maximize engagement and conversion at each stage.

  • Champion a data-driven culture, leveraging insights to inform strategy, optimize campaigns, and measure success.

• Campaign Execution:

  • Lead the development and execution of multi-channel marketing campaigns across email, in product messaging and other relevant platforms.

  • Ensure a seamless customer experience across all touchpoints, fostering brand loyalty and advocacy.

  • Partner with cross functional teams to craft compelling content that resonates with target audiences.

• Performance Optimization:

  • Continuously monitor and analyze campaign performance, identifying areas for improvement and optimizing for maximum ROI.

  • Develop and implement A/B testing strategies to refine messaging, channel selection, and offer personalization.

  • Establish and track key performance indicators (KPIs) to measure the effectiveness of engagement and lifecycle marketing initiatives.

• Transcreation and Operations:

  • Lead the transcreation of global marketing content into 11 languages for use in key regions

  • Oversee operations of email marketing and transcreation

  • Identify and implement AI-driven approaches to achieve efficiency in operations 

• Team Leadership:

  • Build and empower a high-performing team across engagement and lifecycle marketing professionals and transcreation and operations teams that are geographically dispersed.

  • Foster a collaborative and creative environment that encourages innovation and data-driven decision-making.

  • Manage budgets effectively and allocate resources to maximize campaign impact.

• Innovation and Trends: 

  • Be a trendsetter that innovates in marketing and is ahead of the curve on emerging technologies and industry best practices

  • Champion innovative ideas and strategies that keep the brand at the forefront of the market

  • Foster a culture of ideation and experimentation where employees approach their work with a test and learn mindset

Qualifications:

• 15+ years of experience in marketing, with a proven track record of success in engagement and lifecycle marketing.

• Strong understanding of data analytics and the ability to translate insights into actionable strategies.

• Experience managing and leading cross-functional teams in a fast-paced environment.

• Excellent communication and presentation skills, with the ability to influence and persuade stakeholders.

• Deep understanding of customer behavior and journey mapping.

• Expertise in multi-channel marketing campaigns and campaign optimization techniques.

• Passion for Zendesk and a deep understanding of the competitive landscape.

 

Fully Flexible: 

In this role, you’ll work primarily remotely with the support of a dynamic and caring team. We’ll provide you with the digital tools and experiences to be together–even when we’re apart. Being digital first doesn’t mean we’re digital only. You’ll also have the flexibility to join us at a Zendesk workspace, in one of our Zendesk offices or our flex office spaces. We will bring our people together on occasion to connect, collaborate, learn, or celebrate in person.

#Remote

#LI-JM7

The US annualized base salary range for this position is $229,000.00-$343,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the succ