CF User Customer Journey, Lead Nurture, and Conversion Manager

About the role

As the CF User Customer Journey, Lead Nurture, and Conversion Manager, you will focus on creating and optimizing customer journeys. You won't be buying media or creating external ads - that's someone else's job. What you will do is to get those quality new leads to be engaged and to buy.

You’ll manage campaigns that guide users from onboarding to loyalty, using automation and segmentation to drive engagement. With a strong focus on retention, conversion, and lifecycle performance, you’ll optimize each stage of the user experience. Collaborating across teams, you’ll ensure consistent, data-driven communication that supports business growth with actionable insights.

This role focuses on lifecycle marketing and conversion optimization - it does not require any specific religious affiliation. While our platform serves a faith-based community, this role does not require any specific religious affiliation, belief, or practice. We welcome applicants of all backgrounds.

Key Responsibilities

• Customer Journey Mapping
• Develop and maintain a deep understanding of the customer journey, keeping it documented visually and in text. This documentation is used in identifying key touchpoints and opportunities for engagement throughout the entire lifecycle. Identify key drop-off points, growth opportunities, and friction in the user journey.
• Segmentation & Targeting
• Segment the customer base based on demographics, behavior, intent, payment history, lifecycle stage & other relevant criteria. Create tailored messaging strategies and conversion funnels for each segment to maximize engagement and conversions.
• Emails / SMS / Push notifications / In-App Messaging / Pop-up Marketing
• Develop and execute campaigns that align with different stages of the customer lifecycle, as they learn what we offer, get engaged, get excited, and then finally call in. You'll help come up with the SMS messages, in-app push notifications, and emails to reach out with news from us.
• Personalization at Scale
• Leverage data to implement personalized marketing strategies to deliver relevant content and offers based on customer behavior, preferences, and demographics. Tailor recommendations, calls-to-action, and reminders to resonate with individual users and increase response rates.
• Automation
• Utilize marketing automation tools to set up and optimize automated campaigns, ensuring timely and personalized communication with customers at various lifecycle stages.
• Data Analysis & Reporting
• Track KPIs across activation, engagement, retention, and conversion. Analyze customer data to track the performance of lifecycle marketing campaigns, identify trends, regularly report, and provide actionable insights for continuous improvement. You'll do this with a combination of using our custom CRM, Google Analytics, and Google Sheets.
• Cross - Channel Integration
• Ensure a seamless and cohesive customer experience across multiple channels and devices, such as email, social media, in-app messaging, and other relevant touchpoints.
• Testing and Optimization
• Conduct A/B testing and other experiments to optimize messaging, timing, and content to improve overall campaign effectiveness. Document learnings and implement winners across journeys. You'll oversee all the tests starting from the moment a user provides their email address or phone number, through their onboarding, through their use of the website and apps, and up to the point when our salesperson sells them a package.

Qualifications

• Proven Experience:
• At least 3 years of experience managing the customer journey from post-signup through purchase, ideally in a product marketing role.
• Google Sheets Expertise:
• Strong proficiency in Google Sheets for tracking data, analyzing metrics, and reporting results.
• Communication Skills:
• Excellent verbal and written communication skills to effectively collaborate with partners and internal teams.
• Lifecycle Campaigns and Customer Mapping:
• Proven ability to map customer journeys and run cohesive campaigns across the user lifecycle.
• Attention to Detail:
• Strong focus on ensuring accuracy and success across lifecycle performance metrics.
• Marketing Automation:
• Proficiency in using marketing automation tools like Customer.io, Braze, HubSpot, Klaviyo, or custom CRMs (like you'll use with us) to automate campaigns.
• Data Driven:
• Comfortable using data to track the performance of lifecycle marketing campaigns, identify trends, regularly report, and provide actionable insights for continuous improvement.