About The Role
Job Summary:
We are seeking an innovative and strategic Senior Customer Success Manager to lead our campaign management initiatives at IDHL Intelligence. As a seasoned professional with deep experience in ECRM and integrated digital marketing, you will play a pivotal role in shaping, executing, and overseeing highly targeted, data-driven marketing campaigns. You will lead a team of campaign specialists and collaborate with various departments to ensure seamless, impactful customer experiences across the entire lifecycle, driving retention, acquisition, and customer lifetime value. The ideal candidate will have a strong creative flair, an analytical mindset, and hands-on expertise in marketing automation platforms.
Key Responsibilities:
* Campaign Strategy Development: Architect end-to-end marketing campaigns across ECRM and integrated digital channels, from concept through execution, ensuring alignment with overarching business objectives.
* Customer Lifecycle Optimisation: Leverage data insights to optimize customer journeys and implement highly segmented campaigns that enhance customer engagement, loyalty, and lifetime value.
* Marketing Automation: Build, manage, and optimise campaigns within marketing automation platforms like Klaviyo, Bloomreach, Salesforce, Braze, and other leading tools. This includes designing dynamic flows and templates that cater to segmented audiences and ensure personalized, impactful communication.
* Cross-Channel Integration: Manage the interplay between performance marketing channels (e.g., paid search, social, and display) and ECRM to create integrated campaigns that deliver cohesive, multi-touchpoint customer experiences.
* Campaign Asset Development: Collaborate with creative teams or lead the design of campaign assets, ensuring that all creative briefs are clear, on-brand, and strategically aligned to support campaign objectives.
* Data-Driven Decision Making: Translate data and insights into actionable campaign strategies, ensuring every campaign is grounded in customer data and business intelligence.
* KPI Setting & Reporting: Establish KPIs and reporting frameworks for all campaigns, ensuring comprehensive performance monitoring and the ability to make data-driven adjustments in real-time.
* Team Leadership & Management: Lead and mentor a team of campaign managers, fostering a collaborative, innovative environment that encourages creative thinking and data-driven excellence. Manage team development, performance reviews, and resource allocation to optimize team output.
* Stakeholder Collaboration: Work closely with internal teams—including Performance, Intelligence, and Product—to ensure campaigns are fully aligned with broader marketing initiatives and customer strategies.
Key Skills and Requirements:
* Extensive ECRM Experience: Proven track record in managing and optimizing customer lifecycle campaigns, with a strong understanding of email, SMS, and other CRM channels.
* Advanced Marketing Automation Expertise: In-depth experience with platforms like Klaviyo, Bloomreach, Salesforce, Braze, or similar, including the ability to build advanced campaign flows, use dynamic content, and optimise automation for efficiency and impact.
* Integrated Marketing Knowledge: A deep understanding of digital marketing channels and how they work together with ECRM to drive holistic customer journeys that maximise ROI.
* Creative Flair: Strong creative instincts with the ability to either design campaign assets or effectively brief and manage creative teams for asset development.
* Analytical Mindset: Comfort with data, analytics, and technology, with the ability to translate insights into meaningful, actionable campaign strategies.
* KPI & Metrics Focused: Experience setting and managing KPIs, with a robust ability to create and maintain reporting frameworks that track performance, optimise strategy, and demonstrate campaign ROI.
* Leadership Experience: Previous experience in leading teams, managing stakeholders, and working cross-functionally in fast-paced, dynamic environments.
* Project Management: Strong organizational and project management skills to juggle multiple campaigns and priorities while ensuring deadlines and objectives are met.
Preferred Qualifications:
* Experience working across various industries with a focus on e-commerce, retail, or technology sectors.
* Familiarity with multi-channel campaign delivery, including SMS, push notifications, and direct mail.
* Experience in working with or managing creative teams for campaign execution.
* Demonstrated experience in delivering integrated marketing campaigns that drive measurable business outcomes.
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