QuickBooks is currently searching for an experienced Senior Marketing Manager for the QuickBooks Self-Employed Customer Retention team. This is a strategic, high visibility, individual contributor role in the fastest growing business segment in Intuit. Position will be based in our corporate headquarters in Mountain View, CA.
We are looking for a highly intelligent, creative, result driven rock star marketer who can learn fast, help to carve great user experience, hands-on to deliver synchronized, customized and compelling communications via all owned channels across Product & Marketing. Responsibilities:
The Senior Marketing Manager for the QuickBooks Self-Employed is responsible for being the 'glue' that stitches together the user experience across Marketing & Product.
You will be relentlessly customer focused and develop a great customer journey for our existing base through all different acquisition channels. With the determined drive to bring campaigns to life, you will have to learn fast and test rapidly to continue to optimize our customer communication. You will understand customers' motivations & intent and identify the features, messages and strategies that drive retention, monetization, and base user growth. You will design a communication plan that emphasize product value, feature relevance & competitive differentiation for our current & future customers. You will leverage your customer learning to deliver a constant & varied testing & new learning plans across the customer experience & throughout the user's lifecycle.
The successful candidate will accomplish this by building outstanding relationships and collaborating across broader global QuickBooks Marketing teams (both segment and channel), as well as Experience Design, Product Management, and Engineering to implement impactful campaigns to delight customers during their subscription as well as increasing customer retention and average revenue per customer. You will leverage channels inside and outside Product to develop a seamless communication plan throughout customer journey, using customer insights gathered from quantities and qualitative data.
There are 3 main goals for this role:
Retention Identify leading attrition indicators for current customer base. Design and trigger win- back campaigns to increase retention.
Map out happy paths for customer base and to leverage all communication channels to increase optimal level of product feature adoption, increase engagement and elevate product usage as well as perceived value and satisfaction.
Move inactive and disengaged users to happy paths via carefully designed cross platform nurture campaign based on customer insights.
Orchestrate cross platform test campaigns to understand the effectiveness of each combination of channels and understand what message should go out via which channel at what frequency can reach the most optimal business impact.
Define, scope & deliver a test plan leveraging our channels to drive retention lift - push notifications, email, content, etc. You will develop the overarching customer lifecycle strategy and also being hands on to push tests live.
Identify messaging and the correct levers to rapidly test and implement campaigns to convert trial users as well as free users
Work closely with Payment marketing team to increase payment merchant sign up and invoice volume.
Implement additional pricing test to create further monetization opportunity as well as retain at risk audience.
Growth hacking via organic channels including encourage our base to make referrals.
Identify the right trigger points to surface referral messaging, in product or via own channels, to capture moment of true delight for our customers which in turn make it logical for them to share out.
Design and test various incentives for our base to behave as true champion and ambassador of our product.
You will be successful in this job if you can:
Design A/B tests to drive base rentention and conversion of trial/free accounts, in partnership with XD, and PM,. Dramatically increase the volume & quality of QuickBooks Self-Employed learning agenda.
Identify and develop multi-channel trigger plans to supplement in-product promotions.
Use customer data to drive customer action (1-1 marketing)
Interface with central Product Marketing for best performing messaging & best practice, as well as identifying how best to position QBSE within our broader ecosystem for our customers.
Partner with channel teams to insure integrated experiences
In-product A/B testing calendar and learning plan designed with channel focus
Ongoing reporting of conversion lift
Promote social/community/referral within product to deepen engagement of trialer
Share out test results, learnings to acquisition channels to inform additional hypothesis.
Work with channel partners to insure integrated campaign messaging flows E2E
Gather customer insights and evidence to identify our customer benefits to surface better experiences
Regular communication with customers to surface insights and opportunities Seeks out marketing best practices and ways to share learnings across the Marketing community
- BA required, MBA is a definite plus
- A minimum of 6-8 years of customer marketing/retention marketing experience required
- 2-4 years of product marketing experience in SaaS/Global experience preferred
- 2-4 years Growth hacking experience preferred
- Experience in Kahuna, Responsys, Eloqua, Segment, Tableau, Amplitude is preferred
- Great track-record of multi-channel customer communication campaign development
- Strong background in testing & experimentation to drive growth
- Requires a strategic mindset with capability of engaging in deep business and marketing-related discussions with senior management
- Forward-thinking leader with the ability to create strategy, drive decisions and take action, and to roll up their sleeves and dive into the work when needed
- Strong leadership and people management skills with a passion for attracting and growing talent across the Marketing Community
- Understands the importance of failing forward and encourages hypothesis driven experimentation
Imagine a career where your creative inspiration can fuel BIG innovation. Year-over-year, Intuit has been recognized as a best employer and is consistently ranked on Fortune's "100 Best Companies To Work For" and Fortune World's "Most Admired Software Companies" lists. Immerse yourself in our award winning culture while creating breakthrough solutions that simplify the lives of consumers and small businesses and their customers worldwide.
Intuit is expanding its social, mobile, and global footprint with a full suite of products and services that are revolutionizing the industry. Utilizing design for delight and lean startup methodologies, our entrepreneurial employees have brought more than 250 innovations to market - from QuickBooks® and TurboTax®, to GoPayment, Mint.com, big data, cloud (SaaS, PaaS) and mobile apps. The breadth and depth of these customer-driven innovations mean limitless opportunities for you to turn your ingenious ideas into reality at Intuit.
Discover what it's like to be part of a team that rewards taking risks and trying new things. It's time to love what you do! Check out all of our career opportunities at: careers.intuit.com . EOE AA M/F/Vet/Disability
Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.
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