Senior Director, Engagement & Lifecycle

About us

At Udemy, we’re on a mission to transform lives through learning. Through our intelligent skills platform and a global community of instructors, we’ve helped over 70 million learners and 16,000 organizations achieve their goals. Come join us in ensuring everyone, everywhere has access to the skills they need to unlock their potential and create possibilities for themselves and others.

This hybrid position requires two days per week in our Denver office.

About you

You’ve got goals, and you’re energetic when it comes to working toward them. You want to enter an environment that welcomes diverse experiences and broadens your own. With the right support from your team, you’re not afraid to embrace your creativity and take risks that have the potential to move the business forward.

About this role 

We are seeking a dynamic and experienced Senior Director of Lifecycle Marketing to lead our consumer and B2B lifecycle marketing team. You will collaborate closely with Marketing, Finance, Product, Data Science, and Engineering to advance the company’s strategy, identifying key growth opportunities. Your role will involve optimizing customer flows, including onboarding, retention, and expansion for D2C and retention and growth for B2B. You and your team will also optimize communications across the landscape and activate the right channels in the right countries and across the right categories. This highly visible and impactful role will drive recommendations to our executive team to make key decisions that drive our business forward.

What you'll be doing

Strategy Development:

• Develop and execute a comprehensive lifecycle marketing strategy that aligns with the company's overall business goals and align this with other stakeholders in marketing. 
• Identify and prioritize key customer segments and tailor marketing initiatives to meet their unique needs and preferences.

Program Management:

• Oversee the planning, execution, and optimization of all lifecycle marketing programs, including onboarding, engagement, upsell, and retention campaigns for D2C consumers and retention and loyalty for B2B admins (existing customers). 
• Collaborate with cross-functional teams (Product, Sales, Customer Success) to ensure seamless integration of marketing efforts.

Data-Driven Decision Making:

• Utilize customer data and analytics to inform marketing strategies and measure the effectiveness of campaigns.
• Continuously monitor and report on key performance indicators (KPIs) to optimize marketing efforts and drive ROI.

Team Leadership:

• Lead and mentor a team of lifecycle marketing professionals, fostering a culture of innovation, collaboration, and continuous improvement.
• Set clear goals and expectations, provide regular feedback, and support professional development.

Customer Experience:

• Ensure a consistent and positive customer experience across all touchpoints, from initial engagement to long-term loyalty. 
• Be the voice of the customer back into the team by gathering and incorporating customer feedback to refine and enhance marketing programs.

Innovation and Best Practices:

• Stay current with industry trends and best practices in lifecycle marketing.
• Implement new technologies and tools to improve the efficiency and effectiveness of marketing programs.

What you’ll have

Strategy Development:

• Develop and execute a comprehensive lifecycle marketing strategy that aligns with the company's overall business goals and align this with other stakeholders in marketing. 
• Identify and prioritize key customer segments and tailor marketing initiatives to meet their unique needs and preferences.

Program Management:

• Oversee the planning, execution, and optimization of all lifecycle marketing programs, including onboarding, engagement, upsell, and retention campaigns for D2C consumers and retention and loyalty for B2B admins (existing customers). 
• Collaborate with cross-functional teams (Product, Sales, Customer Success) to ensure seamless integration of marketing efforts.

Data-Driven Decision Making:

• Utilize customer data and analytics to inform marketing strategies and measure the effectiveness of campaigns.
• Continuously monitor and report on key performance indicators (KPIs) to optimize marketing efforts and drive ROI.