Description
Lead a high-performing Customer Campaigns & Lifecycle Marketing team at Intercom. This team manages all customer marketing communications, with a goal of driving more adoption and usage of Fin,our AI agent, and mature usage of Intercom,our helpdesk product.
As lead, you're accountable for overall team performance. You’re responsible for the delivery of an excellent customer experience for current customers, you’re the gatekeeper of our customer messaging, across in-product channels and email.
You’ll lead customer communications for product launches, events and product changes. This role spans across the customer lifecycle: Conversion, Activation/Onboarding, Usage, Maturity, Expansion, Churn mitigation. And you’ll also be responsible for implementing and overseeing the platforms/tooling stack we choose to use.
You’ll work with multiple senior stakeholders across the Growth, Product Marketing, Demand Generation, Sales and Customer Support teams.
Key responsibilities include:
- Leading a team of 3-4 highly autonomous individual contributors, focused on different projects, different company initiatives/objectives and supporting different internal teams.
- Implementing a significant customer marketing campaign tool overhaul to improve the capabilities of the Customer Campaigns & Lifecycle Marketing team in the AI era.
- Fostering a team culture that is focused on Intercom values. You’ll be an AI native marketer and quickly be delivering 2x output, leading by example.
- Building relationships with senior stakeholders across key business areas: Growth, Product Marketing, Demand Generation, Sales and Customer Support teams – to ensure Customer Campaigns & Lifecycle Marketing are aligned and delivering to the company objectives and to the standard expected.
- You will be accountable for the quality of everything the team delivers - copy, design, data, targeting etc. You’ll frequently be delivering direct feedback and will hold an extremely high-bar for excellence.
- You will ensure the efficiency of the team and be confident that you're investing in the right things. You’ll manage team roadmap/planning and project prioritization.
- You’ll be extremely proactive and also deliver projects yourself. You will spot opportunities and problems before they impact the business. You approach your work with a growth mindset, you seek a challenge, drive your own roadmap of work and don’t wait to be asked to do something.
- You view things from a business performance perspective, applying a growth or revenue lens to the work you and the team are prioritizing.
Requirements include:
- 7+ years experience in customer marketing/campaigns experience, working across Conversion, Activation/Onboarding, Adoption and Expansion.
- An AI-first approach to marketing: proficient in AI tooling, including Claude Code experience. You can demonstrate significant usage to build strategy, develop and deploy campaigns and to measure performance, with clear evidence of speed and quality gains in doing so.
- 3+ years experience of leading a team, and mentoring team members.
- Experience in the B2B SaaS, tech or AI industry.
- You are extremely proactive and need little guidance from leadership.
- Very strong stakeholder management, with a track record of successful partnerships with Product/R&D, Sales, Customer Success and other Marketing teams on initiatives that drive revenue and growth.
- Knowledge of the Intercom platform and Marketo. You’ve also implemented new Marketing Automation tools, working with Ops and external teams to get projects delivered. Experience with multiple marketing automation/email platforms is a bonus.
- You’re a team player and you live the Intercom values. This is key for any leadership role at Intercom. You’re laser focused on Success, your bar for quality is extremely high and you are known for your speed of execution and impatience to get things done.
- You thrive in ambiguous situations. Creativity and problem solving is your forte.
- You have strong quantitative orientation, you are not intimidated by spreadsheets or working with analytics, RAD or Finance teams.