Lifecycle, CRM & Omnichannel Marketing Manager - Diamond
- Sales, Marketing & Communications
- Diamond
- Full Time
Job Title: Lifecycle, CRM & Omnichannel Marketing Manager
Role Overview:
We are looking for a data-driven Lifecycle, CRM & Omnichannel Marketing Manager to lead the customer acquisition, engagement, nurturing, conversion, retention, and reactivation strategy for a new technology product entering the market.
This person will design and manage automated customer journeys across email, WhatsApp, SMS, in-app messaging, push notifications, paid retargeting, webinars, and other relevant channels. The role will work closely with Product, Sales, Customer Success, Content, Performance Marketing, and Technology teams to build a measurable and scalable go-to-market lifecycle engine.
Key Responsibilities
CRM and Marketing Automation
Own the implementation, integration, configuration, and ongoing optimisation of the CRM and marketing automation platform.
Integrate the CRM with the website, landing pages, product, advertising platforms, analytics tools, customer-support systems, and sales workflows.
Define lead stages, lifecycle stages, contact properties, campaign attribution rules, lead sources, and data-quality standards.
Create automated workflows for lead assignment, follow-ups, qualification, nurturing, onboarding, retention, renewal, upselling, cross-selling, and reactivation.
Ensure accurate data synchronisation between marketing, sales, product, and customer-success systems.
Monitor data quality, duplicate records, consent status, lead-routing failures, and potential lead leakage.
Email Marketing
Develop and execute email campaigns for product launches, lead nurturing, onboarding, feature adoption, education, conversion, retention, and re-engagement.
Build behaviour-based email sequences triggered by customer actions, interests, lifecycle stages, and product usage.
Manage audience segmentation, personalisation, dynamic content, A/B testing, send-time optimisation, and campaign scheduling.
Improve email deliverability, sender reputation, domain health, inbox placement, open rates, click-through rates, and conversions.
Maintain email templates and campaign standards that are consistent with the product’s brand and messaging.
Omnichannel Marketing
Design coordinated customer journeys across email, WhatsApp, SMS, in-app messaging, push notifications, webinars, paid retargeting, and sales outreach.
Ensure customers receive relevant and consistent messages across channels without excessive or duplicated communication.
Define channel-selection rules based on user preference, behaviour, urgency, lifecycle stage, and campaign objective.
Build integrated campaigns supporting product launches, trials, demos, subscriptions, renewals, and customer expansion.
Develop communication-frequency and suppression policies to protect the customer experience.
Lead Nurturing and Conversion
Create nurturing programmes for new leads, marketing-qualified leads, sales-qualified leads, trial users, inactive prospects, and existing customers.
Develop lead-scoring models using demographic, firmographic, behavioural, and engagement signals.
Work with the Sales team to define MQL, SQL, opportunity, and customer qualification criteria.
Improve lead-to-MQL, MQL-to-SQL, trial-to-paid, and opportunity-to-customer conversion rates.
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