Lifecycle Marketing Specialist, Customer Journey

Own the experience and performance of a defined portfolio of always-on customer journeys and assigned lifecycle initiatives. This role translates Lifecycle direction into journey requirements, experience improvements, measurement, and optimization priorities. Lead lifecycle’s contribution to working with Campaign Ops/MOps, as they centrally own campaign production and technical operations, and partnering with those teams to remain accountable for the customer and business outcomes of assigned journeys.

What You'll Do:

• Own journey design requirements, customer experience, performance, and continuous improvement for assigned parts of the prioritized lifecycle portfolio, which may include onboarding, adoption, engagement, renewal, churn prevention, reactivation, or SMB journeys.
• Translate approved journey direction into clear briefs, audience and content requirements, acceptance criteria, and success measures. Partner with Campaign Ops/MOps through implementation and launch; Campaign Ops/MOps owns platform configuration, production, QA, deliverability, deployment, and operational monitoring.
• Own the Monthly Product Updates newsletter from content intake and calendar through performance reporting.
• Review agreed journey performance and customer-experience signals, identify material gaps or risks, and recommend improvements. Campaign Ops/MOps owns operational monitoring, error detection, QA, and deliverability controls; escalate issues through the agreed process.
• Support the Mandrill to Marketo migration by building briefs, mapping content, and defining journey and content requirements, partnering with Campaign Ops/MOps on the technical rebuild and validation. 
• Track and report on journey progression, adoption, re-engaged contacts, renewal and churn-prevention performance, and journey health, and share clear, digestible insights with internal partners.
• Partner with creative, content, marketing operations, and analytics teams to develop campaigns and accurately report on them 
• Run routine optimizations and tests; document learnings and recommend improvements
• Use AI and automation to speed up drafting, reporting, and routine tasks, while remaining the accountable human owner who launches, measures, and follows through.
• Own journey experience and optimization decisions within the assigned portfolio, and contribute recommendations to Lifecycle strategy and prioritization.

What We're Looking For:

• 2-4 years of experience in email/CRM/lifecycle marketing, ideally within a data-driven, experimental, continuously optimized, stage-based campaign model.
• 1+ year of B2B experience; SaaS/enterprise software a plus.
• Experience improving customer communications or lifecycle journeys using customer needs and performance insights; able to write clear briefs, define journey requirements, and recommend experience improvements.
• Working knowledge of marketing automation platforms and CRMs (Marketo and SFDC experience preferred), including segmentation, dynamic content, and campaign tracking.
• Strong attention to detail, with a record of accuracy, clean QA practices, and polished deliverables; comfortable with daily run checks and monitoring.
• Ability to manage multiple programs and deadlines and to work independently within defined architecture, intake rules, and launch gates.
• Clear written and verbal communication, with the ability to report on performance and flag risks to cross-functional partners.
• A customer-first mindset and a passion for crafting targeted, impactful user experiences.
• A constant learner who stays on top of the changing digital marketing landscape, including AI and smart automation.
• Bachelor's degree in marketing, business, or related field.