Customer Lifecycle Marketing Manager

The Customer Lifecycle Marketing Manager will play a central role in the Customers Direct-to-Fan digital strategy, owning the end-to-end fan lifecycle that converts anonymous and casual fans into known, registered and highly engaged fans.

Working as an Adobe specialist seconded into the Customers Digital Marketing team as part of the Adobe Implant Team, this role will define the lifecycle and every journey within it, bring together compelling content (copy and imagery), and set the programme up to run within the Customer environment, across both Adobe and Pulselive (Beyond) properties.

Measurement is essential: the role will ensure that tracking, KPIs and reporting are built into the go-live of every journey and that the programme delivers against agreed KPIs. Journeys will also be designed to collect and enhance fan data, so the customer knows far more about its fans and their habits.

The role will coordinate activity across the Customer organisation in a matrix, liaising with others as needed, including Marketing, Content, Data, Product and Technology teams, Adobe Professional Services, Two Circles and Pulselive. Day to day, the role works alongside the customers Digital Marketing team, with a weekly progress report to the Head of Digital Marketing and a monthly update to the Director of Digital Media.

- Own and define the end-to-end Customer fan lifecycle, from anonymous visitor through known and registered to engaged, loyal, lapsed and reactivated fans, and drive it through to delivery.
- Design, specify and launch the full portfolio of lifecycle journeys across web, app, email, push and in-app, using Adobe Journey Optimizer and Adobe Experience Platform, and across Adobe and Pulselive (Beyond) properties.
- Ensure measurement is built into the go-live of every journey, with agreed KPIs and tracking in place before launch, and deliver against those KPIs.
- Build journeys focused on data collection and data enhancement to deepen the Customers understanding of fans, their preferences and habits.
- Lead the creation of compelling journey content, including copy and imagery, with Customer content, creative and brand teams.
- Coordinate and hold to account the teams delivering the work, leading through influence across the Customer and its partners.