Customer Success Campaign Manager
Our Purpose
At Xero, we’re here to help you supercharge your business. We do this by automating routine tasks, surfacing actionable insights and connecting businesses with the right data, advisors and apps. When that happens, we’re not only making life better for small business, we’ll be building a stronger economy that can change the world.
How you'll make an impact
We are looking for a passionate and driven Campaign Manager to join our newly created Customer Success team. In this role, you will play a crucial part in empowering our customers to achieve their business goals by managing the execution of the day-to-day campaign implementations and optimisations across Customer Success engagement channels.
What you'll do
• Campaign Management:
Manage and coordinate all proactive campaigns and targeted outreach from idea generation through to successful CX and customer delivery across a wide range of avenues e.g. eDM, phone calls, automated messaging.• Revenue focus:
Ensure campaigns align with CX and business revenue generation targets.• Performance improvement:
Identify opportunities to improve campaign performance (such as A/B testing, audience segmentation, and channel optimisation) whilst identifying trends, patterns, and anomalies in campaign performance data.• Scheduling and calendars:
Create and maintain campaign schedules to ensure new campaigns are delivered efficiently and on time; and a forward looking calendar of activity is available.• Analysis & Insights:
Monitor campaign data and provide trend analysis to improve overall performance and ensure delivery against KPIs; including compiling end of campaign reports and insights.• Strategy:
Understand the GTM and CS strategy and deploy initiatives focused towards delivering on that, whilst continually iterating and guiding future strategy.• Cross-functional collaboration:
Effectively partner with CS Operations, CX Leadership, Customer Technology, Lifecycle Marketing, and relevant brand teams to manage the creation and deployment of campaigns.• Continuous improvement:
Identify opportunities for continuous process improvement whilst using campaign data analysis skills to design, build and improve campaign automations.• Stay up-to-date:
Keep abreast of industry best practices and emerging trends in campaign processes and technology.What you'll bring with you
• Proven experience:
4+ years of experience in Campaign Coordination or Management• Organisational skills:
Superior time management and organisational skills, with exceptional attention to detail.• Excellent communication skills:
Ability to clearly and effectively communicate plans and insights to both technical and non-technical audiences; and ability to present results and insights in a clear and concise manner to various audiences.• Strong analytical skills:
Intermediate to advanced proficiency in campaign data analysis techniques and tools.• Revenue generation knowledge:
Experience with sales/revenue-generation campaigns and metrics.• Design-led:
Experience with A/B testing and experimental design.• Customer-centric approach:
A passion for understanding customer needs and using data to drive positive outcomes.• Problem-solving mindset:
A proactive and solution-oriented approach to challenges.Additional Information
Why Xero?
Offering very generous paid leave to use however you’d like (plus statutory holidays!), dedicated paid leave to care for your physical and mental wellbeing as well as an Employee Assistance Program to access mental health care for you and your family, health insurance, life insurance, and income protection, wellbeing and sports programmes, employee resource groups, 26 weeks of paid parental leave for primary caregivers, an Employee Share Plan, beautiful offices, flexible working, career development, and many other benefits that reflect our human value, you’ll do the best work of your life at Xero.
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