ClassPass is looking for a Director of Lifecycle Marketing to lead our customer communications, lifecycle marketing and retention marketing strategy. The right candidate will live and breath ways to engage and delight our customers.

They will have direct experience with data-driven customer marketing, email marketing at scale, retention tactics, product marketing, persona development and customer surveying. They will have a proven track record in standing up and scaling lifecycle marketing at a subscriber service business. They will obsess over customer data and how to use it to drive up customer engagement and sentiment.

The right candidate will embrace a dynamic environment that is founded on continuous learning, experimentation and team empowerment. This is a cross-functional role that will work closely with key stakeholders in product, customer service, engineering, design and leadership. We know how important customer engagement is and we will empower this role with the resources they need to impact the business in a big way. This role will report directly to the CMO and be both strategic and tactical in nature. 

If you’re looking for a fast-paced adventure where you can really drive an impact, we’d love to hear from you. 

Responsibilities:

• Own and develop our holistic lifecycle strategy to drive up customer engagement and encourage subscriber retention
• Own the email marketing strategy for ClassPass, including prospect, trial, and customer communications across all devices and products in our product portfolio.
• Own customer communications to both drive product engagement but support our broader brand and community goals
• Lead our social referral program efforts to support acquisition, including design, launch, ongoing testing and measurement
• Lead prospect strategy, including prospect nurturing and activation to support our acquisition efforts.
• Lead marketing efforts to encourage product education, engagement and usage.
• Drive early life usage and adoption in partnership with product leads.
• Own our reactivation strategy for dormant, lapsed or cancelled subscribers.
• Own our ESP relationship and build a robust, flexible communication platform for our customers
• Manage a cross-­channel testing plan, focusing on optimization within and across channels, to drive engagement and loyalty
• Partner with product and customer service to ensure a cohesive, and flawless customer experience.
• Assist with user research, conducting both qualitative and quantitative analyses to drive program recommendations
• Owner of all key engagement metrics (i.e. activation, usage, retention, NPS, etc).
• Work closely with Finance and Analytics, reading and reporting results, updating and creating budgets and monitoring marketing spend

Requirements:

• 8-10 years marketing experience preferably within subscription-based products.
• Bachelor's Degree Required; MBA is a plus.
• Customer engagement & retention experience required.
• Digital and Mobile experience required.
• Consumer fitness experience preferred.
• Value proposition and branding experience helpful.
• Highly strategic and analytical.
• Customer champion with demonstrated history of accomplishments guided by customer insight.
• Committed people leader with passion for attracting and retaining high talent.