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Intuit Manager CRM Lead Lifecycle Strategist Kenya, Nairobi County, Nairobi 874953068
Yesterday
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Responsibilities
- Define and own the "post-authentication" contact strategy for DIY and DIWM customers: This isn't just about execution; it's about developing intricate, cohesive omnichannel plans that seamlessly integrate with the product experience. You'll work closely with relevant product leaders to build strategies personalized to each customer's situation, aiming to drive repeat visits and conversion across all funnel stages for both DIY and DIWM segments.
- Lead "authentication to complete" channel activation with a strategic lens: While you oversee flawless go-to-market execution across all communications, with a strong focus on email marketing, your primary contribution will be spearheading material,data-backed innovation within these channels to optimize the DIY and DIWM customer journey. You'll be expected to think beyond the obvious and identify new opportunities for impact.
- Architect and deliver superlative campaigns: You'll ensure all customer communications feature compelling storytelling, strategic solution-focused content tailored to DIY and DIWM tax filers, and best-in-class creative. This includes conceptualizing and articulating the strategic intent behind each message.
- Refine and expand our complex automated and scheduled campaigns: This involves articulating intricate targeting and personalization requirements and closely partnering with CRM data and operations teams to ensure their properimplementation. You'll be the expert in how these complex systems interact to serve our DIY and DIWM users.
- Champion digital marketing and CRM innovation: You'll be at the forefront, leveraging giant datasets and building new capabilities and systems that allow TurboTax to deploy ultra-personalized and highly relevant communications to users, constantly seeking cutting-edge solutions.
- Manage and mentor a team: Actively manage and mentor a team of marketers, guiding them on project prioritization, complex process definition, strategic campaign planning, and efficient workload management.
- Drive performance reporting and insights: Beyond reporting, you'll lead the effort to identify new key performance indicators to benchmark CRM's impact on product progress and tax completion for DIY and DIWM customers, providing strategic insights and actionable recommendations.
- Lead omnichannel execution: You and your team will be directly responsible for ensuring omnichannel strategies are perfectly executed across Push, SMS, In-App, and In-Product channels, specifically designing and tailoring approaches for DIY and DIWM segments.
- Collaborate on holistic contact strategy: Partner with the Top of Funnel and Engagement CRM Lead to enforce proper customer contact strategy, maintain calendars, and define governance protocols, ensuring strategic alignment across all customer experiences for DIY and DIWM users.
Qualifications
- 5-7 years of experience managing large and highly complex retention marketing campaigns across all CRM channels (email, push, SMS, in-product notifications), with a proven track record in post-authentication conversion for DIY and/or DIWM customer segments.
- 3-4 years of experience in team management, with a strong focus on growing and mentoring talent.
- Demonstrated expertise in developing advanced, cohesive business and CRM strategies. You should be well-versed in building sophisticated customer experiences and journeys across multiple channels, and adept at devising content and solutions tailored to address complex customer problems for both DIY and DIWM users.
- A keen and deep understanding of the data that underpins CRM programs and enables advanced campaign orchestration and personalization, specifically for diverse DIY and DIWM customer behaviors.
- Expert knowledge of email marketing best practices from contact strategy to creative iteration, and from testing setup to results sharing.
- Superior organizational, strategic project management, and communication skills—this role requires hands-on management of complex campaign deployments, often under tight deadlines and high pressure, across multiple teams and stakeholders.
- Extensive hands-on experience with enterprise-level marketing cloud solutions and CRM tech stacks. Deep familiarity with Braze, Movable Ink, or Stensul is a significant plus.
- A "builder" mindset with a bold vision for efficient market entry and a decisive leader who can make transformative ideas come to life for our DIY and DIWM customers.
- Thorough understanding of the levers behind properly managing a very large and complex installed base, with specific skills in segmenting and optimizing for the unique needs of DIY and DIWM customer groups.
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