Just like we want to empower our customers, it’s important at Gen that team members have the support they need to do their best work. This includes flexible working options with generous time off, and competitive benefits and compensation packages. Diversity, equity, and inclusion are foundational to how we do business, and we strive to create safe, inclusive spaces where all employees are valued, respected, and celebrated for their individual differences and unique perspectives. Employment decisions are based on merit, experience, and business needs. Gen is an equal employment opportunity employer.
About the Role:
Gen is looking for an accomplished digital marketer with solid project management skills, previous experience in a product ownership role, and demonstrated leadership qualities to drive a major company-wide growth initiative around retaining customers. The role, based in the Czech Republic, will report to the Director Marketing, Customer Retention as part of the Customer Success Management (CSM) organization, which is responsible for converting, monetizing, and retaining customers across the Gen portfolio.
Joining an existing team of talented professionals, the key objective of the role is to support the growing number of projects to boost the performance of our retention programs and to identify and drive opportunities to engage better with our customers and to drive growth. The role is expected to build up a new marketing channel (exit intent & email re-marketing), localize better our Global UX, optimize user journeys and check-out flows to improve customer experiences and customer retention rates by defining a retention strategy, setting up a test & learn program, and executing towards agree targets as a P&L owner. To succeed, the incumbent will partner with a variety of internal stakeholders including business development, finance, marketing ops and product management, to ensure alignment and adequate resource allocation.
The ideal candidate will be able to work cross-functionally to ideate, plan and execute initiatives while developing a roadmap for longer term expansion. He/she is data-driven yet creative problem solver who has a strong idea of what “good” online marketing practices look like. He/she can make sense of and simplify at times complex tasks, collaborate with a wide range of stakeholders, and leverage existing processes and technologies to drive impact. Strong interpersonal skills, a can-do & hands-on attitude, and a strong desire to win are key attributes.
What You Will Do In This Role:
- Assume ownership of customer retention, delivering towards set retention and bookings targets
- Leverage customer insights, competitive understanding, and analytics data to unlock growth opportunities, formulate hypotheses and influence testing roadmap to drive key business outcomes across the subscriber journey.
- Use test and learn experimentation methodologies to test hypothesis, drive learnings and scale winning experiences.
- Ownership of tests end-to-end, serve as the single point of accountability for a test, including providing on-going updates and proactively flagging roadblocks.
- Translate campaign / testing requirements into effective briefs for Marketing Operations and Creative teams to ensure clarity on what needs to be delivered.
- Track critical KPIs and report on positive progress or roadblocks as they arise
- Deliver personalized, relevant, and impactful communications across our retention marketing channels, leveraging data and customer insights.
- Create end-to-end journeys that are relevant, compelling, and customizable to maximize customer engagement and conversion (e.g. manual renewals, pay fails)
- Effectively partner with global and cross-functional teams to secure alignment and foster accountability.
- Articulate requirements for product management, engineering, and analytics teams; drive towards implementation of new capabilities in support of growth
- Actively use data and propensity models to:
- Identify and execute on optimizations of message, channel, target audience, offer, sequencing of communication, etc. to meet desired business outcomes
- Identify relevant customer segments and personalize messaging for each
- Identify target audiences to deliver the right offer at the right price and the right time
- Be ruthless about determining success or fail through A/B testing
What You’ll Need to be Successful in this Role
- You have bachelor’s degree, or equivalent in marketing, economics, or related field
- You have minimal 5 years of professional marketing or advertising experience, ideally in a retention and churn prevention environment.
- You are passionate about analyzing and interpreting key customer and behavioral data to reveal insights and formulate hypotheses that will improve the customer experience and drive business outcomes.
- You have a competitive spirit with a strong bias for action for constant rapid testing, learning, and iterating to deliver meaningful results.
- You are experienced in executing the “test & learn” methodology (e.g. A/B and MVT testing) from beginning to end.
- You thoroughly enjoy strategic thinking, and tactical execution even more.
- You have experience in using marketing technology solutions and analytical tools.
- You successfully meet deadlines while managing multiple workstreams.
- You commendably prepare and share key learnings across various levels of the organization.
- You are comfortable working in a global, high pace environment.
- You have excellent English and strong communication skills.
- You can develop strong relationships and create support across departments to motivate teams to accomplish goals.
- You know how to operate with a high degree of autonomy.
What We Can Offer
- Unlimited Personal Time Off - because each of us needs enough time to relax
- An amazing and truly international work environment
- The chance to join a major global tech company
- Many opportunities for professional growth
- Bonus scheme
- Cafeteria Benefits (Pension contribution, Multisport card and more)
- Flexible working hours and home office
Gen is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive and accessible environment for all employees. All employment decisions are based on merit, experience, and business needs, without regard to race, color, national origin, age, religion, sex, pregnancy (including childbirth or related medical conditions), genetic information, disability (physical or mental), medical condition, marital status, sexual orientation, gender identity or gender expression, military or veteran status, or any other consideration made unlawful by federal, state, or local law. Gen strictly prohibits unlawful discrimination based on such protected characteristics and seeks to recruit the most talented candidates from diverse cultures and backgrounds.
We also consider employment-qualified individuals with arrest and conviction records. In addition, we will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.
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.Gen complies with all anti-discrimination laws.
To conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.
