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Job Overview

TurboTax鈥檚 CRM team is looking for an experienced lifecycle and digital marketing lead to manage the strategy and activation of the CRM programs tasked with driving return visits, tax filing progress and conversion. You will be responsible for devising omnichannel strategies tailored to drive product engagement and completion, creating best-in-class communications tailored to drive response, and leading the team鈥檚 innovation roadmap by further enhancing our data-driven and personalization capabilities.

Responsibilities

• Own and define “post authentication” strategy for specific customer product experiences, closely partnering with all product leaders across the organization (personal tax, business taxes, full service, tc) to build omnichannel plans and programs perfectly integrated with the product experience, and personalized to each individual customer or prospect’s situation (with the aim to drive repeat visits and conversion across all funnel stages and for all segment types).
• Own the management of “authentication to complete” channel activation efforts, with a strong focus on CRM channels: email, push, SMS, delivering flawless go-to-market execution across all communications, and spearheading material data-backed innovation.
• Lead the effort to deliver superlative campaigns to customers, ensuring compelling story-telling, solution and action-focused content, and best-in-class creative are present throughout our communications.
• Refine and expand our existing set of complex automated and scheduled campaigns, articulating complex targeting and personalization requirements, closely partnering with CRM data and operations teams to ensure their proper implementation.
• Champion digital marketing and CRM innovation, leveraging giant data sets and building new capabilities and systems allowing TurboTax to continue its mission to deploy ultra-personalized and relevant communications to users.
• Responsible for project prioritization to process definition, from campaign planning to workload management.
• Report on campaigns and initiatives performance, from providing insights into success/failures + actions, to leading the effort to identify new key performance indicators to benchmark the impact of CRM on progress within product and to tax completion.
• Partner closely with Top of Funnel and Engagement CRM Lead to enforce proper customer contact strategy, maintain calendars and define governance protocols.

Qualifications

• 8-10 years experience managing large and complex retention marketing campaigns across email and/or mobile channels.
• Skilled in crafting compelling narratives that bring strategic plans to life through cohesive and innovative email, push, and SMS campaigns
• Versed at developing advanced business and CRM strategies, building customer experiences and journeys across multiple channels, and devising content and solutions tailored to address customer problems. 
• Keen understanding of the data undergirding CRM programs and enabling campaign orchestration and personalization.
• Knowledge of email marketing best practices from contact strategy to creative iteration, from testing set up to result sharing.
• Superior organizational, project management and communication skills -- this role requires hands-on management of campaign deployments, often under tight deadlines and high pressure, across multiple teams and stakeholders.
• Experience with Enterprise-level marketing cloud solutions and CRM tech stack. Deep familiarity with Braze, Movable Ink or Stensul is a plus.
• Builder with a bold vision on how to go to market efficiently and a decisive leader unafraid to make transformative ideas come to life.
• Thorough understanding of the levers behind the proper management of a very large and complex installed base.