Lifecycle Mapping: Design and optimize the complete customer journey from acquisition through advocacy, identifying key touchpoints and conversion opportunities
Behavioural Segmentation: Create sophisticated customer segments based on usage patterns, engagement levels, lifecycle stage, and predictive indicators
Journey Orchestration: Develop multi-channel campaigns that guide customers through onboarding, activation, engagement, retention, and expansion phases
Churn Prevention Strategy: Build predictive campaigns and early warning systems to identify and re-engage at-risk customers before they churn
HubSpot Marketing Hub Excellence & Optimisation
Platform Mastery: Serve as HubSpot Marketing Hub expert, implementing audit recommendations and optimising our 156,000+ contact marketing potential
Advanced Automation: Design complex workflow automations, smart content rules, and behavioural triggers that respond to customer actions and lifecycle changes
AI-Powered Campaigns: Leverage HubSpot's AI features, including predictive lead scoring, send-time optimisation, smart content personalisation, and machine learning insights
Onboarding Campaigns: Create comprehensive welcome sequences and product adoption campaigns that drive customers to first value and ongoing engagement
Retention Programs: Develop sophisticated re-engagement campaigns, health score monitoring, and proactive support outreach for customer success
Expansion Marketing: Design automated upsell and cross-sell campaigns triggered by usage milestones, feature adoption, and customer success indicators
Advocacy Development: Build referral programs, case study development campaigns, and community engagement initiatives
Data Analytics & Performance Optimisation
Lifecycle KPIs: Monitor and optimise key metrics including activation rates, engagement scores, churn rates, expansion revenue, and customer lifetime value
Attribution Analysis: Implement multi-touch attribution reporting to measure campaign impact across the customer journey
A/B Testing Strategy: Conduct sophisticated testing programs including adaptive testing, multivariate testing, and personalization experiments
Predictive Analytics: Use data insights to predict customer behaviour, identify expansion opportunities, and optimise campaign timing
Cross-Functional Collaboration & Strategy
Customer Success Alignment: Partner with Customer Success teams to align lifecycle campaigns with account health and expansion goals
Product Marketing Integration: Collaborate on feature launch campaigns, product adoption initiatives, and usage-driven marketing
Sales Enablement: Support Account Management with targeted campaigns for renewal conversations and expansion opportunities
Global Campaign Coordination: Work with regional teams to adapt lifecycle campaigns for local markets while maintaining strategic consistenc
Essent
Benefits
Health insurance
Additional Information
We're looking for people to join the Access family, who share our passion for believing in better, and who will help us continue to grow.
Love Work. Love Life. Be You. - is central to our success and how we give our customers the freedom to do more of what's important to them.
What does Access offer you?
We offer a blended approach to office working, encouraging you to collaborate and connect in one of our thriving offices. We deliver on what we say, taking the development of our people seriously. We'll work with you to progress your success plan and provide opportunities to accelerate your career.
On top of a competitive salary, our wellbeing days taking you to 25 days leave a year and a health contribution, you'll also be able to choose from a range of benefits to suit you. We're an organisation that likes to give back, so you'll also have three charity days allocated to support a cause that matters to you.
Role Purpose
We're seeking a Customer Lifecycle Manager to design and execute strategic campaigns that drive customer engagement, retention, and expansion throughout the entire customer journey. This role combines lifecycle marketing strategy with deep HubSpot Marketing Hub expertise to create sophisticated, AI-powered customer experiences.
Following our comprehensive HubSpot portal audit, we've identified significant opportunities to transform our customer marketing through advanced automation, AI-driven personalization, and data-powered lifecycle campaigns. You'll be responsible for mapping the complete customer journey, from onboarding to advocacy, while maximizing the potential of our HubSpot Marketing Hub Enterprise platform.
This is a strategic role for a data-driven marketer who thrives in designing customer journeys that deliver the right message, to the right customer, at the right time, using cutting-edge marketing technology and AI capabilities.
Theaccessgroup · Kuala Lumpur - Goc (australia Phs)