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Senior Customer Journey Strategist

2 mesi fa

Nicosia, Sicilia, Italia Fxcm A tempo pieno
About the Role

We are seeking a highly skilled and experienced Senior Customer Journey Strategist to join our team at Fxcm. As a key member of our customer engagement team, you will be responsible for developing and executing strategies that enhance customer activation, adoption, and retention through lifecycle marketing.

Key Responsibilities
  • Lead customer journey mapping for the company, covering all touchpoints, deliverables, ownership, and success metrics at each stage of the journey.
  • Establish a customer journey center of excellence, staying up-to-date with the latest trends, methodologies, and best practices in lifecycle marketing.
  • Advocate dynamic content and automation throughout the team.
  • Work closely with the VP of Retention Marketing to automate all successful experiments.
  • Develop and implement a lifecycle marketing strategy aligned with Fxcm business goals, focusing on successful fund/trade rates, retention, and loyalty.
  • Lead the design and execution of multi-channel lifecycle campaigns fostering an experimentation culture throughout your team.
  • Drive a self-service ethos, refining processes and driving new tooling where needed to ensure the team is as streamlined and automated within their operations as possible.
  • Define and monitor key lifecycle metrics to facilitate ongoing campaigns, programs, and optimization, including trial conversion, product engagement, adoption, and retention rates.
  • In collaboration with the data science teams, build out bespoke segmentation & algorithms to unlock hyper-personalization for our customers.
  • In conjunction with the insights teams, build a suite of reports that track both revenue and engagement-based KPIs.
  • Utilize data and analytics to effectively segment and target customers, optimizing communication strategies across different stages of the customer journey.
  • Regularly evaluate and report/present on the effectiveness of lifecycle marketing initiatives using key performance indicators and data-driven insights for continuous improvement.
  • Ensure all lifecycle marketing activities adhere to Fxcm's tone of voice, legal requirements, and industry best practices.
  • Create quarterly strategies and roadmaps of planned activity, assessing and prioritizing team capacity, forecasting tooling & data needs and always pushing the boundaries of customer engagement.
  • Lead a skilled team - proactively recruit & mentor, inspire and develop the existing team.
Requirements
  • Knowledge of trading, betting, or crypto (desirable)
  • Experience mentoring, leading, and recruiting teams
  • Head of/Senior Manager level
  • Demonstrable experience building out customer lifecycle strategies
  • Demonstrable experience developing customer journey maps across product & marketing
  • Experience within a start-up environment (desirable)
  • Passionate about experimentation & dynamic content
  • Experience using different marketing channels (ie email, push notifications, rich inbox etc)
  • Self-starter that can take the initiative & be proactive
  • Data focused and ROI driven
  • Confident in communicating and presenting to senior stakeholders across the business
  • Excellent written and spoken English
Additional Skills
  • Customer Empathy: A strong understanding of customer needs and motivations to design effective retention strategies.
  • Problem-Solving: Proactively identifying opportunities, structuring and finding new ways to solve problems.
  • Ability to connect the dots across the business and how CRM/retention can impact this.
  • Creativity: A creative mindset to develop and test new ideas for improving customer engagement and retention.
  • Analytical and insight-led: Data-driven, comfortable with using data and insights to inform decisions and actions; willingness to get into the details.
  • Commercial: Commercially aware on the impact customer retention has on business outcomes.
  • Be an exceptional senior stakeholder manager and collaborative - able to influence and take people on a journey at all levels (especially when trade-offs are required), build collaborative and productive relationships across teams, especially with Marketing, Sales, Product, Creative and Operational teams.
  • A passion for achievement: strong integrity, test and learn, and proactive drive with a strong desire to make things happen and get things done quickly.
  • Be comfortable and flexible with growing in a fast-paced and constantly evolving environment with a growth mindset.