Lifecycle Marketing Specialist

Let’s face it: out-of-pocket expenses suck. Manual expense spreadsheets are old-school. No one wants to wait until payday to be reimbursed for something they bought for work, and finance teams have better things to do than spend hours tapping away on Excel. At Pleo, we’re on a mission to change this. We’re here to make spend management surprisingly effective and empowering – for finance teams and employees.

And that's what we're here to do. But we need your help 

What we're looking for 👀

A creative and resourceful executor who is highly data-driven, customer-centric, organised, and collaborative. The Lifecycle Marketing Team is responsible for huge portions of our customer base and a driving force in developing our product-led and 1:many digital initiatives to activate, grow, and retain customers and ultimately turn them into advocates following our strategic objectives:

1. Achieve best-in-class self-service capabilities that comprehensively serve all customer segments throughout their lifecycle.
2. Advance and refine out-of-product communication channels to create seamless and engaging customer journeys.
3. Enable customers to choose how they connect with us, ensuring they receive the messages they want in the way that suits them best.
4. Facilitate ongoing, friction-free customer feedback at key touchpoints to forge closer relationships and better experiences.

Joining forces with us, we expect from you both the ability to think strategically and a big drive to execute and get your hands dirty. 

What you'll be doing 🚀

As a member of the Lifecycle Marketing Team, you will:

• Work tightly together with cross-functional teams in the respective problem space to ensure the entire Customer Experience is coherent and effective
• Work with Product teams to ensure there is clear two-way communication.
• Work with Customer Education to ensure we are leveraging all the best resources and the best time as well as accounting for different learning styles and journeys.
• Work with Support to ensure customers feel they can adequately self-serve when they get stuck.
• Work with CSMs, BDAs & AE/AMs to productize and the way we serve our customers.
• Support the facilitation of relevant comms requests from the rest of the company
• This role will be partially responsible for aiming to harmonize all 1:many comms with the overall lifecycle marketing strategy.
• You will be supporting the actual execution of these requests and partnering with teams and domains to create a more relevant and coherent experience for customers.

• Create engaging content across multiple channels
• Create direct communication to customers.
• Work with copywriters & content design to maintain a consistent voice and style.
• Work with the localisation team to ensure we are catering to the right customers in their preferred languages.

• Execute on the strategic goals for developing an awe-inspiring self-serve ecosystem 
• The primary focus is to ensure customers can feel supported and become successful without any human support.
• Become experts in our tools (Iterable, Appcues etc.) and directly build the experiences leveraging the latest techniques.

• Contribute to product-led strategy and suggest areas of opportunity
• Leverage existing resources better than we have done before.
• Propose new, more sustainable methods of educating, engaging, exciting and evangelizing customers at scale.
• Leverage relevant data resources to iteratively develop our product-led strategy.
• Successful methodologies for solving problems are used or adapted for other segments (sales-assisted/low-touch).

• Optimise processes and create clear documentation enabling the rest of Pleo
• There is still a lot to define and a lot to be improved. You’ll be expected to provide feedback on identifying and implementing opportunities to enhance how we work.
• We are a small team and need to enable the rest of the company in a scalable way. Clear documentation will be a key part of this movement.

Your KPIs 🏋️

KPIs may change every quarter, however some KPIs that will likely remain constant will be:

1. NRR 
2. Activation rate
3. Human intervention score & Customer health
4. Product adoption
5. NPS/Customer Effort Score

We believe you’ll shine in this role if you… 🤩

• Obsess about 1:many Customer Success
• Are excited about creative and effective ways to deliver messages to customers at scale
• Excel at cross-collaboration & clear communication
• Are very strong at stakeholder management & cross-collaboration
• Are clear in your communication
• Great copywriting skills are a big plus
• Are a source of knowledge & learning
• Bring experience gained through training and job experiences
• Understand approaches, terminology, concepts, principles, and issues in the competence
• Seek new ways to use skills to improve the team and domain outcomes
• Have a deep and detailed knowledge of the product
• Show an intense curiosity and hunger to learn
• Drive your own self-learning to become equipped to execute at a high level
• Become ingrained in the product-led space and look beyond Pleo for inspiration
• Challenge yourself to learn relevant skills outside your comfort zone
• Work and think in a highly data-driven way 
• Ability to leverage data from various sources to shape both strategy and tactics
• Strong degree of analytical skills, and being able to pull, transform and analyze data
• Strong skills in Excel 
• Knowledge in SQL is a plus
• Organise your time effectively
• Plan projects and resources to succeed
• Communicate effectively with stakeholders
• Prioritise ruthlessly

Show me the benefits!

• Get your own Pleo card, which means full autonomy and no out-of-pocket spending
• A health insurance grant to make sure you’re fit of body and mind to do your best work
• Tasty catered lunch
• Flexible work – and we really meant that. Work from where you want, when you want, for whatever reason you want. We trust you
• Once a quarter (give or take), our entire company gets together at a team camp. We’ve just been to Costa Brava, we’d love to see you at the next one
• 25 days of annual holidays, on top of the standardised festive and bank-related ones, of course
• Loads of weird and wonderful niche communities to join in the company