Associate Manager, Lifecycle Marketing, New Verticals

Associate Manager, Lifecycle Marketing, New Verticals

The mission of our Retention Marketing team is to build lasting relationships with our audiences – consumers, dashers, and/or merchants – as soon as they engage with DoorDash by providing them with a personalized, cross-channel experience that delights them and drives them to return to DoorDash to find the products and experiences that are relevant to them.

About the Role

As a Lifecycle Marketing Associate Manager, you will be responsible for communications and programs to grow customer engagement & retention across email, push notifications, SMS, and in-app messaging. You will collaborate with all parts of the business to create and execute CRM strategies that move business metrics and surprise and delight our customers. In this role, you will sit on the New Verticals team and you will focus on launching and iterating on CRM programs that drive growth and retention for emerging lines of businesses on DoorDash. The ideal candidate is able to think big picture and ideate on the Cx lifecycle in one moment, and seamlessly transition into the weeds of campaign execution and reporting in the next. They have experience building consensus with cross-functional teams, building trusted relationships with cross functional partners, and excel at making data-informed decisions to accomplish campaign and business objectives.

Key areas of support include: creating and maintaining campaigns & workflow strategy for New Vertical efforts, including offer, cadence, and audience testing; analyzing the impact of initiatives on key business metrics like order rate rate and revenue; creative ideation & iteration, including creative optimization with the help of internal creative resources; consulting and overseeing strategy for various Cx workstreams. In this role, you will collaborate with all parts of the business (strategy & operations, brand, product marketing, analytics) and with our Retention team to create and execute strategies that engage and retain active customers on emerging lines of business at DoorDash.

You will report to our Manager of Lifecycle on New Verticals on our Consumer Lifecycle Marketing team within our Growth Marketing organization.

You're Excited About This Opportunity Because You Will…

• Create CRM campaign strategy across the customer lifecycle for both automations and ad hoc communications
• Work closely with the Integrated Marketing function to develop campaign strategy briefs based on business needs and audience behavior, determining the best channel mix, audience targeting, and number of touchpoints per program
• Collaborate with Promo Strategy team to determine the optimal incentive structure per program based on behavioral needs and financial constraints
• Partner with Marketing Ops counterparts who are responsible for campaign build, QA, & launch
• Align with lifecycle marketing manager counterparts to ensure all lifecycle strategies, across automations and ad-hoc campaigns, complement the existing CRM lifecycle for that audience
• Lead and/or contribute to weekly strategy reviews for lifecycle program requests to ensure all new and revised programs meet a high comms quality bar (i.e. are relevant, creatively consistent)
• Increase personalization and relevance within audience lifecycle
• Work with internal creative studio to create optimal CRM assets that drive both business impact and audience engagement & relevance
• Analyze campaign results, develop benchmarks, and create and share regular performance reports

We're Excited About You Because You Have…

• 4+ years experience in customer retention marketing, customer engagement, or CRM operations
• Results-oriented with an exceptional track record of developing profitable retention programs and exceeding performance targets
• Highly motivated with an entrepreneurial spirit and ability to work independently, while also able to build strong internal relationships and consensus on initiatives
• Passion for customer experience and increasing the value of customers
• Strong analytical skills; able to create data-driven marketing strategies and campaigns end to end
• Strong stakeholder management and interpersonal skills
• Bachelor's degree or equivalent experience
• Basic knowledge of SQL, HTML and data visualization platforms (e.g. Tableau, Periscope) are nice-to-haves

Why You'll Love Working at DoorDash

• We are leaders – Leadership is not limited to our management team. It's something everyone at DoorDash embraces and embodies.
• We are doers – We believe the only way to predict the future is to build it. Creating solutions that will lead our company and our industry is what we do -- on every project, every day.
• We are learners – We're not afraid to dig in and uncover the truth, even if it's scary or inconvenient. Everyone here is continually learning on the job, no matter if we've been in a role for one year or one minute.
• We are customer-obsessed – Our mission is to grow and empower local economies. We are committed to our customers, merchants, and dashers and believe in connecting people with possibility.
• We are all DoorDash – The magic of DoorDash is our people, together making our inspiring goals attainable and driving us to greater heights.
• We offer great compensation packages and comprehensive health benefits.

Applications for this position are accepted on an ongoing basis.