Staff Retention Marketing Manager (Plano Hybrid)

Job Overview

Intuit is a global platform company that is on a mission to power prosperity around the world for consumers, small businesses and the self-employed. Intuit serves over 100M customers and is one of the few companies in the world to have both a thriving consumer and small business ecosystem. Intuit is known for its innovation track record, customer centricity, and its consistent recognition as a top place to work.

The Intuit ProTax business unit is a leading provider of software for professional tax and accounting firms. We empower firms of all sizes with a powerful suite of solutions to run their business and effectively meet the needs of millions of taxpayers across the U.S.

The ProTax Marketing Team is seeking a Senior Marketing Manager to lead all customer retention marketing programs and initiatives for all tax professional tax products (ProConnect/Lacerte/ProSeries). This role will serve as the single threaded leader across multiple cross functional teams with accountability for achieving industry leading retention rates and growth of year-over-year revenue per customer. In this role, you will lean heavily into data driven insights and predictive modeling tools (provided by partners) to develop strategies to reduce attrition risk and drive renewals. You will partner with internal marketing teams to bring strategic multi-channel campaign ideas to life through effective briefing and direction on the complete go-to-market process. You will partner closely with sales to effectively activate the sales channel in a manner that optimizes the channel against the greatest return on investment. You will also serve as the thought leader for business model innovation opportunities that ensure we continue to look for new avenues for retention and revenue growth across the customer base. Finally, you will work closely with key Finance partners to ensure retention rates and churn prediction is continuously reflected in monthly and full year financial projections for the business unit.

Responsibilities

• Build a deep data-driven understanding of our existing customers through new and innovative insight gathering programs, including the development of customer centric segmentation strategies
• Partner with Marketing Operations and Pricing to plan and manage the end-to-end process of annual renewal invoicing and pricing
• Collaborate with Product Marketing to ensure we’re communicating the right value proposition, market context and product features for key segments and markets
• Partner with MyAccount teams to create connected and seamless self-service digital customer journeys
• Partner with the Analytics partners and/or outside vendors to test and build out customer data driven attrition, attribution and forecasting models

Qualifications

• 8-10 years experience in Lifecycle, Loyalty or Retention marketing, with a preference for candidates that have worked in wide reaching retention and churn prevention programs
• Proven ability to utilize customer and behavioral data to drive compelling and relevant customer communications strategies that drive business outcomes
• Strong analytical mindset; with an obsession for tapping into the power of primary data
• Strong bias for action which includes constant testing, learning and iterating, and have proven examples of how you have used this to deliver meaningful results
• Customer centric and understand the need to put customers behavior at the center of all programs and engage with them seamlessly across all touch points in real-time
• Comfortable in guiding key discussions with senior leaders of the business, including being influential and a key thought leader
• Self-starter and thrive when building something new, showing a passion for leading projects and looking for ways to improve communication and collaboration
• Technically savvy and intellectually curious about new marketing technologies and how they work to enable customer experiences
• Strong relationship building skills driven through the ability to communicate and collaborate effectively, particularly across non-marketing functional partners
• Experience in a highly dynamic, fast paced environment with the ability to be flexible, adaptive to change, and comfortable with ambiguity
• Prior experience with B2B SaaS products, and specifically SaaS based marketing solutions, a plus