Marketing & Engagement Manager

Elsevier Inc.; Greater London; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A global research organization is seeking a Customer Lifecycle & Retention Marketing Manager to drive engagement and retention for their Direct-to-Researcher portfolio. You will develop lifecycle marketing programs, create automated messaging, and collaborate with various teams to boost user engagement. The ideal candidate will have experience in CRM marketing, proficiency with marketing automation tools, and strong communication skills. This role offers a hybrid/remote working arrangement with various benefits including wellbeing initiatives and study assistance.

Benefits

Wellbeing initiatives

Parental leave

Study assistance

Sabbaticals

Competitive benefits

Qualifications

• Experience in customer lifecycle, retention or CRM marketing, especially within SaaS or subscription products.
• Proficient with Braze or similar marketing automation.
• Strong written communication skills to convey complex information.

Responsibilities

• Develop and manage lifecycle marketing programs.
• Create and optimise automated messaging flows.
• Use data and analytics to monitor performance.

Skills

Customer engagement strategies

Marketing automation

Data analysis

Communication skills

Collaboration

Tools

Braze

Pendo

Adobe Analytics

Tableau

Job description

Customer Lifecycle & Retention Marketing Manager – Elsevier

Drive engagement and retention for Elsevier’s Direct‑to‑Researcher (D2R) portfolio, starting with ScienceDirect AI.

Responsibilities

• Develop and manage lifecycle marketing programs that support subscribers from onboarding to renewal.
• Create and optimise automated messaging flows using platforms like Braze and Pendo to guide users through key milestones and maximise conversion.
• Implement strategies to boost user engagement, encourage renewals and minimise cancellations.
• Collaborate with acquisition teams on campaigns to re‑engage inactive users and support upsell and cross‑sell initiatives.
• Work effectively with Product, Marketing, Content, Ecommerce and Analytics teams.
• Use data and analytics to monitor performance and identify opportunities for improvement.
• Champion continuous optimisation of messaging and campaign effectiveness.
• Ensure all communications reflect Elsevier’s brand standards, responsible communication practices and data privacy requirements.
• Contribute to user adoption efforts across individual and institutional channels by adapting journey paths to varied needs.

Qualifications

• Experience in customer lifecycle, retention or CRM marketing, especially within SaaS or subscription products.
• Proficient with Braze or similar marketing automation.
• Familiarity with Pendo or other in‑product messaging tools is a plus.
• Understanding of customer segmentation, journey mapping and personalised marketing approaches.
• Ability to design, execute and measure campaigns that increase engagement and retention.
• Comfortable using analytics tools such as Adobe Analytics or Tableau to inform decisions.
• Strong written communication skills, able to make complex information clear and engaging.
• Interest in supporting the academic research community and understanding user needs.
• Collaborative approach and adaptability in a dynamic environment.

Benefits & Working Arrangement

London/Hybrid/Remote – support for work‑life balance with wellbeing initiatives, parental leave, study assistance, sabbaticals, and competitive benefits.

Equal Opportunity Employer

We are an equal‑opportunity employer. Qualified applicants are considered for and treated during employment without regard to race, colour, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information or any other characteristic protected by law.