Lifecycle Marketing Specialist (Customer Journey)

Motive; New York (NY); On-site; USD 90,000 - 120,000; Full time

Job summary

Motive is seeking a Lifecycle Marketing Manager in New York to own customer journeys and optimize lifecycle initiatives. You will translate strategy into briefs, coordinate with Campaign Ops/MOps for production, and track performance with cross-functional teams.

Experience in data-driven email/CRM campaigns and Marketo/SFDC is preferred. You will lead the Monthly Product Updates, drive improvements, and leverage AI to accelerate drafting and reporting while ensuring human accountability for

Qualifications

• Bachelor’s degree in marketing, business, or related field.
• 2-4 years of experience in email/CRM/lifecycle marketing, ideally within a data-driven, experimental, continuously optimized campaign model.
• Working knowledge of marketing automation platforms and CRMs (Marketo and SFDC experience preferred).
• Ability to manage multiple programs and deadlines and to work independently within defined architecture, intake rules, and launch gates.
• A customer-first mindset and a passion for crafting targeted, impactful user experiences.
• A constant learner who stays on top of the changing digital marketing landscape, including AI and smart automation.
• Clear written and verbal communication, with the ability to report on performance and flag risks to cross-functional partners.
• 1+ year of B2B experience.

Responsibilities

• Own the experience and performance of defined customer journeys and lifecycle initiatives.
• Translate lifecycle direction into journey requirements, experience improvements, and optimization priorities.
• Partner with Campaign Ops/MOps for platform configuration, QA, and deployment.
• Own Monthly Product Updates newsletter content and reporting.
• Monitor journey performance and report insights to internal partners.
• Support migration tasks by building briefs and mapping content.
• Run routine optimizations and tests and document learnings.
• Use AI and automation to speed up drafting, reporting, and routine tasks.

Skills

Lifecycle marketing

Email/CRM

Marketing automation

Campaign design

Data-driven

Cross-functional

Education

Bachelor’s degree in marketing, business, or related field

Tools

Marketo

SFDC

Job description

• Own the experience and performance of a defined portfolio of always-on customer journeys and assigned lifecycle initiatives. This role translates Lifecycle direction into journey requirements, experience improvements, measurement, and optimization priorities. Lead lifecycle’s contribution to working with Campaign Ops/MOps, as they centrally own campaign production and technical operations, and partnering with those teams to remain accountable for the customer and business outcomes of assigned journeys
• Own journey design requirements, customer experience, performance, and continuous improvement for assigned parts of the prioritized lifecycle portfolio, which may include onboarding, adoption, engagement, renewal, churn prevention, reactivation, or SMB journeys
• Translate approved journey direction into clear briefs, audience and content requirements, acceptance criteria, and success measures. Partner with Campaign Ops/MOps through implementation and launch; Campaign Ops/MOps owns platform configuration, production, QA, deliverability, deployment, and operational monitoring
• Own the Monthly Product Updates newsletter from content intake and calendar through performance reporting
• Review agreed journey performance and customer-experience signals, identify material gaps or risks, and recommend improvements. Campaign Ops/MOps owns operational monitoring, error detection, QA, and deliverability controls; escalated? issues through the agreed process
• Support the Mandrill to Marketo migration by building briefs, mapping content, and defining journey and content requirements, partnering with Campaign Ops/MOps on the technical rebuild and validation
• Track and report on journey progression, adoption, re-engaged contacts, renewal and churn-prevention performance, and journey health, and share clear, digestible insights with internal partners
• Partner with creative, content, marketing operations, and analytics teams to develop campaigns and accurately report on them
• Run routine optimizations and tests; document learnings and recommend improvements
• Use AI and automation to speed up drafting, reporting, and routine tasks, while remaining the accountable human owner who launches, measures, and follows through
• Own journey experience and optimization decisions within the assigned portfolio, and contribute recommendations to Lifecycle strategy and prioritization

• Experience improving customer communications or lifecycle journeys using customer needs and performance insights
• able to write clear briefs, define journey requirements, and recommend experience improvementsBachelor’s degree in marketing, business, or related field2-4 years of experience in email/CRM/lifecycle marketing, ideally within a data-driven, experimental, continuously optimized, stage-based campaign modelWorking knowledge of marketing automation platforms and CRMs (Marketo and SFDC experience preferred), including segmentation, dynamic content, and campaign trackingAbility to manage multiple programs and deadlines and to work independently within defined architecture, intake rules, and launch gatesA customer-first mindset and a passion for crafting targeted, impactful user experiencesA constant learner who stays on top of the changing digital marketing landscape, including AI and smart automationClear written and verbal communication, with the ability to report on performance and flag risks to cross-functional partners1+ year of B2B experience
• SaaS/enterprise software a plusStrong attention to detail, with a record of accuracy, clean QA practices, and polished deliverables
• comfortable with daily run checks and monitoring