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Job Details

2021-19980 -

Senior Customer Marketing Manager

Location(s): London, United Kingdom
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Intuit is a global technology platform that helps our customers and communities overcome their most important financial challenges. We help give over 50 million consumer, small business, and self-employed customers around the world the opportunity to prosper.

Overview

At QuickBooks, we are devoted to creating tools and services that power prosperity around the world. In the UK, we provide key offerings which dramatically improve the chances of success for our small businesses. We are proud to have been ranked as top 10 Great Places to work in the UK and receive Gold Award Investors in People, and we are now looking for more top talent to help us continue building on our success.

As Senior Customer Marketing Manager, you will provide an important role in driving active use and retention of our customer base. You are customer obsessed and data driven; able to drive results with current customers, while influencing the type of customers we acquire, to ensure optimum customer marketing success.   

You will bring a wealth of knowledge in leading and managing the customer lifecycle for a SaaS/subscription business. Your role will be to understand ways to improve customer engagement, product use and product adoption, primarily with a focus on customer onboarding and activation of our core products. You will work in partnership with marketing, sales, product and customer success to ensure that QuickBooks customers are getting their first meaningful benefits faster and use our products regularly, unable to imagine going back to the old way of running their business.

The successful candidate will be highly motivated and experienced, with an analytical mindset and ability to execute.

What you'll bring

  • A Customer Marketing specialist, with a track-record of demonstrable business results through testing and deploying effective onboarding and lifecycle marketing initiatives
  • Experience leading and motivating a cross-functional team to drive business results
  • Deep understanding of user engagement and retention models. Experience within an SaaS/subscription business needed, B2B and app onboarding experience a plus
  • Deep customer empathy. A passion for delighting customers and using customer insights to improve end-to-end experiences
  • Data savvy, with the ability to interpret data from multiple sources, identify trends and spot improvement areas 
  • Experience partnering with digital product teams to develop and evolve the go-to-market strategy, execution and delivery
  • Excellent creative marketing skills, using multiple marketing channels and a breadth of content formats to drive results
  • Strong technical and execution knowledge of Salesforce, Eloqua, Braze and/or other CRM automation software
  • Multi-channel marketing campaign experience across digital and offline channels (advertising, web, mobile, email, social, in-product, etc.)
  • Self-starter with a ‘can do’ attitude. Highly motivated with a sense of urgency and willingness to adjust in a fast paced, team environment

How you will lead

  • Accountable for overall active use and retention in the UK across SMBs and Accountants. This includes commercial results and leading cross-functional teams from Marketing, Sales, Product, Analytics, Finance, Customer Success and centrally managed US teams
  • Take a holistic view of the end-to-end customer journey to drive scalable automated activation and nurture initiatives to improve active use and retention across SMB and Accountant segments and across all products
  • Own and develop an impactful communication strategy for newly recruited customers, focused on clarity of message, educational content and breadth of channels/formats to drive ‘speed to benefit’ encouraging customers to take key actions
  • Partner with Martech to evaluate, modify and help build a world-class tech stack to enable best-in-class onboarding and lifecycle marketing for our customers
  • Own automated dashboards, analyse project performance, derive insights and recommend actions to continually improve performance
  • Own quarterly targets, speed to benefit, active use and retention KPIs to drive revenue
  • Continually test and learn new ways of driving efficiency and effectiveness of marketing
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"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."
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"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
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"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
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"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
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Natalie Intuit employee
"I really felt drawn to Intuit because it's a place where I feel like I can make super meaningful impact on customers’ lives and their day-to-day. Finances are tricky and it’s emotional and stressful, and if I can help lift that burden off of someone, I feel like it’s worth it."
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"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
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"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
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"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
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"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
Emily at work
Emily Intuit employee
"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
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"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
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