Job description
Who is Bird
Bird’s cleaner, affordable, and on-demand mobility solutions are available in cities globally. We take a collaborative, community-first approach to micromobility. Bird partners closely with the cities in which it operates to provide a reliable and affordable transportation option for people who live and work there.
Job Summary
Bird’s Senior Associate of Lifecycle Marketing will be responsible for building and executing data-driven, multi-channel marketing strategies that drive customer acquisition, engagement, retention, and reactivation. This role will own the full customer journey, leveraging email, push notifications, in-app messaging, and SMS to drive customer conversion, onboarding, engagement, retention, and frequency by creating personalized, data-driven campaigns that enhance the customer experience throughout the full lifecycle.
As the lead of our customer experience and retention efforts, you will also work cross-functionally with Product, Data, Customer Operations, and Research to map customer journeys, derive insights from customer behavior and VOC research, and implement segmented personalization strategies through the customer’s entire lifecycle journey.
Responsibilities
- Develop customer acquisition and retention communication strategies for Bird/Spin brands that will drive growth and support business objectives and drive rider conversion, onboarding, engagement, frequency, and retention through targeted, data-driven lifecycle marketing programs.
- Map customer journeys across various lifecycle stages to identify gaps and opportunities that help inform the strategy and roadmap for all CRM channels.
- Focus on a seamless customer journey, ensuring consistent messaging from one touchpoint to the other to provide an optimal brand and customer experience.
- Lead end-to-end execution of CRM campaigns, including strategy, creative development, segmentation, automation, testing and reporting/measurement.
- Design segmentation and personalization strategies based on customer behavior, demographics, and predictive analytics.
- Lead the CRM and lifecycle marketing team to manage the CRM campaign calendar
- Build and implement a scalable and effective Loyalty program to drive Bird/Spin’s business objectives
- Partner with Product & Engineering to integrate lifecycle marketing into the customer experience and product roadmap.
- Lead all ad hoc and ongoing customer, competitive and market research initiatives globally including reporting on key insights and developing and owning the action plan derived from research.
- Track and report on research KPIs including brand awareness, perception, CSAT and NPS
- Responsible for first party data strategy, data hygiene, and ensuring data capture meets local privacy rules and regulations.
- Own all Martech related to Lifecycle Marketing, including CRM, CDP, Marketing Automation Systems, and Research Tools (ie Braze, Twilio, etc.)
- Utilize data insights to identify new opportunities for acquisition, activation and retention.
- Drive customer experience focused on segment value propositions
- Influence and inform cross-functional teams through write-ups, meeting and presentations of communication-based recommendations
- Lead by example and help educate business stakeholders with varying technical or non-technical backgrounds
Requirements
- Bachelor’s degree in a marketing, communication strategy, or business from a competitive school
- Proficient in SQL
- 1-2+ years of experience using data to facilitate business or product decisions
- Experience with CRM Systems such as Hubspot, Braze, etc.
- Experience in a fast paced, startup environment, or proven track record at flying fast!
Preferred Qualifications
- Graduate degree in a marketing, communication strategy, or business from a competitive school
- Responsible and reliable to the people you work with - this is a team effort!
- Growth mindset: you seek out learning opportunities for yourself and the team
- Effective communication skills: you can build the story and then tell it just as well
- Project management savvy: you expect best from your peers to get joint projects done well
- Seize opportunities and willing to go beyond the task at hand
- Responsiveness: you deliver timely, digestible answers to complex asks
- Constantly think of ways to improve our products and the business
Culture at Bird
We’re an ambitious, smart and open-minded team that is passionate about our mission. Each day is unlike the last, as we’re constantly moving forward, challenging each other, and working together to create the future of micro-mobility.
Perks up
We want people to succeed at Bird, so we give our teams plenty of time off to relax and recharge, plus a resource to help you switch off. We also offer a work from home stipend and Bird ride credits to get you where you need to be.
Bird is the world
Bird stands for a culture of inclusion. We celebrate different backgrounds, experiences, and perspectives —encouraging everyone to bring their authentic selves to work. We have a diverse environment that empowers our team to feel comfortable when they voice their opinions. For these reasons and more Bird is a proud equal employment opportunity employer. We welcome everyone regardless of their race, color, religion, sex, national origin, age, disability, veteran status, or genetics, and we are dedicated to providing an inclusive, open, and diverse work environment.
Sound like a place you’d like to work? Sweet. Let’s chat.
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