Freshly, the leading healthy prepared meals delivery service, is looking for a talented customer life-cycle strategist and marketer to join their team. Freshly is a high growth business seeking leaders that thrive in a fast paced, entrepreneurial environment who want to build and grow both the business and their team by attracting top talent. This role will report into the Chief Product Officer.

Freshly is on a mission to help the world eat healthier, feel better, and live more. Our meals are cooked fresh-to-order and delivered right to subscribers’ doorsteps each week. The rotating weekly menu offers 30 different flavorful preparations and combinations that are created by our team of chefs and nutritionists, all with high quality and 100% all natural ingredients.

Candidates must have deep experience in direct-to-consumer marketing, including setting a vision and strategy for CRM and customer journey/ lifecycle marketing, loyalty programming, customer segmentation and personalization as well as the systems and tools needed to deliver world-class execution. In addition, candidates should be proficient working cross-functionally with digital product teams to collaborate to improve the Freshly customer experience by listening to and utilizing customer feedback to optimize and add new features to our platform. This role will also drive demand planning for active customers and support financial planning by projecting retention trends and key financial model inputs based on marketing and digital product release activities.

Key responsibilities include leads and lifecycle CRM, creating best-in-class customer journey experiences, loyalty programming, App customer communications, winback marketing, refer-a-friend programming and email/text/push notifications. In addition, you will drive and evaluate active customer business analytics and make course corrections based on those learnings. You will be a core team member of our agile retention digital products team (which we fondly call our Retention Pod), serving as the voice of the customer, and linking our financial plan and retention goals to digital product projects and releases. You will help to bring ideas to the team, based on marketing analytics or customer pain-points/ feedback, that will improve our life-cycle marketing capabilities and customer engagement as well as ideate and help to prioritize the roadmap for Retention and loyalty features.

You will also partner with the creative team and other members of the marketing team (acquisition, brand, social media, customer service) regularly to launch initiatives that will drive increases in lead conversion, engagement, and retention metrics as well as build our brand with engaging storytelling. This includes writing creative briefs for creative asset production and promotions for lifecycle marketing as well as creative support needed for onsite feature launches or changes. You will own our customer journey from lead to new customer to ongoing active customer activities to return-from-churn and winback with Freshly. You will have a close linkage to our customer service leaders and supervisors to ensure that we take important learnings from customer feedback and put it into action.

Lastly, you should be a self-motivator with lots of enthusiasm and ability to work on high visibility projects under tight deadlines with strong analytical and project management capability. You will work across the organization and bring multi-departmental teams together to drive world-class initiatives that will continue to drive customer lifecycle marketing, engagement, and a superior customer experience.

Additional Responsibilities:

• Managing and building a strong lifecycle and customer engagement marketing team.
• Customer engagement, retention strategy and roadmap to connect initiatives, and launch planning, to meet financial plan targets.
• Customer segmentation to drive relevant and impactful marketing communications and list creation for internal customer research (surveys, product trial, customer interviews).
• Setting goals, tracking, and analyzing tactics to determine level of impact.
• Member of the retention digital products team; voice of the customer.
• Liaise and share customer service lessons learned to drive actions to address customer pain-points.
• CRM lifecycle and event (triggered) marketing and database management.
• Drive leads, refer-a- friend program, winback, and loyalty programming including promotions and promotion code set-up and mechanics.
• Write briefs and work with creative team (design, copy) to launch new/ optimized customer journey marketing assets.
• Retention analytics, including cohort analysis and A/B test results, to share lessons learned to optimize programs or tactics.
• Assess tools and technology to improve customer engagement and retention that scale.
• Member of the demand planning team; support financial planning via retention metrics and inputs into the financial model.
• Be a part of a high growth, highly analytical, fast-paced and fun start-up culture with a willingness to roll up your sleeves to drive customer retention.

About You:

• BA required, MBA is a plus.
• 5+ years of customer lifecycle marketing and CRM experience.
• 5+ years of experience in e-commerce and/or a direct-to- consumer branded service model.
• Leader with experience building and developing teams in a fast growth environment.
• Highly analytical and comfortable exploring and seeking critical insights to put into action from customer data (SQL, Looker, spreadsheets).
• Familiarity with customer segmentation tools (Optimove), CRM platforms (Cordial, SendGrid, Salesforce, Moveable Ink), Journey builders, and Refer-a- Friend (Extole).
• Subscription and digital products (site features) experience is a plus.
• Excellent people skills to quickly communicate ideas.
• Strong cross-functional project management skills including working with digital products and engineering teams in an agile team environment.
• Test and learn mindset (familiar with and have overseen A/B testing).
• Robust understanding of LTV usage and modeling.
• Creative, strong idea leadership, and desire to pioneer (comfortable with ambiguity and “finding a way”).
• Superb attention to detail.
• Positive, self-motivated, growth mindset with high EQ.

About Freshly

Freshly delivers chef-prepared, ready-to-eat healthy meals to customers’ doorsteps through a weekly subscription model. The menu is designed using whole, natural ingredients - every meal is packed with high-quality proteins, heart-healthy fats, and nutrient-dense carbohydrates. Freshly meals NEVER contain gluten, refined sugars, or artificial additives. Freshly’s team of chefs do all the cooking and meals arrive fresh (never frozen) and are ready to eat within 3 minutes. For more information, visit www.freshly.com.

Here's some recent chatter about us:

WSJ - Nestle Buys Stake in Freshly, Putting Healthy Food On The Menu 

Fortune - Nestle Leads $77M Funding Round In Meal-Delivery Startup Freshly

Techcrunch - Nestlé leads $77M Round For Healthy Meal Startup Freshly

We pride ourselves on our fast-paced and fun environment and above all value transparency, communication, and collaboration. We are always learning, growing, and taking risks – if this sounds like an environment where you would thrive, we’d love to hear from you!