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Director, Global CRM and Lifecycle

2 weeks ago

New York, New York, United States Trustpilot Full time

At Trustpilot, we're on an incredible journey. We're a profitable, high-growth FTSE-250 company with a big vision: to become the universal symbol of trust. We run the world's largest independent consumer review platform, and while we've come a long way, there's still so much exciting work to do. Come join us at the heart of trust

Trustpilot is on an exciting global growth journey, and we are seeking a highly skilled and experienced Director of B2B CRM and Lifecycle to join our team. This is a pivotal, strategic leadership role where you will develop and own the end-to-end global B2B nurture and lifecycle engine—segmenting and personalising journeys by customer type and persona to fuel our next stage of expansion, leading to increased revenue, and maximizing customer lifetime value (CLV), whilst delivering an intuitive customer experience. 

Reporting to the Senior Director of Performance Marketing, you will be responsible for developing an interconnected and user-differentiated strategy for communicating to our business audiences across the entire customer journey, to provide a seamless and engaging experience to drive revenue and increase retention. This role requires effective stakeholder influence and management to align Global and Regional Marketing, Sales, Product, and Data teams.

You will manage a team of specialists and work closely with other aspects within the global Performance marketing team, and our regional marketing teams to develop a global-first strategy that complements our in-region activity, and meets our global acquisition goals and regional commercial targets. 

What you'll be doing:

  • Develop and implement B2B CRM and lifecycle strategies - aimed at increasing net new customer revenue, delivering improved customer retention and increased CLV, and reducing churn.
  • Identify opportunities to advance our CRM and lifecycle channels using functional improvements such as AI-driven audience segmentation, predictive modeling, and trigger-based automation to deliver the right message, at the right time, to the right persona across all touchpoints.
  • Continuously monitor and optimize our B2B customer journeys, identifying opportunities for improvement across channels, formats, and cadence, and implementing changes to increase engagement and revenue.
  • Develop and maintain a deep understanding of our B2B customers and their needs, developing in collaboration the core buyer personas and understanding how best to engage and communicate to their needs.
  • Manage the operating model of B2B communications by identifying and working closely with key stakeholders to develop centralised governance of CRM communications for greater alignment and efficiency.
  • Lead a team of CRM specialists to own the end-to-end lifecycle programme across our global business audiences, developing clear objectives and strategy, and supporting the professional development of the team.
  • Identify areas for resource investment and budget allocation to fulfill our objectives with the Senior Director of Performance Marketing.
  • Work closely with the GTM Tech team to scope and roadmap CRM platform development, the adoption of best practice data management, and new ways to leverage AI.
  • Develop intuitive and real-time reporting capabilities to effectively articulate the performance and revenue impact of lifecycle and CRM programmes to senior management.

Who you are:

  • 8+ years of strategic CRM and lifecycle leadership, with a focus on B2B in the SaaS and technology sectors, and 4+ years of team management experience.
  • Experience working with Salesforce Marketing Cloud is necessary.
  • As a CRM specialist, you'll have delivered complex, high-volume B2B lifecycle programmes for SaaS or technology businesses, with deep technical skills and understanding of audience definition and journey mapping.
  • Previous experience with eCommerce B2B CRM and lifecycle would be desirable.
  • Strategic thinking with a clear customer-centric mindset and the ability to turn ambiguous business objectives into a clear, measurable, and executable lifecycle roadmap.
  • Willingness to get your hands dirty to execute on your strategic vision.
  • Ability to get buy-in from key management and drive results in a fast-paced environment.
  • Effective team leadership skills, with experience guiding and developing efficient teams.
  • Demonstrated proficiency in stakeholder management and communication, capable of engaging with senior stakeholders.

What's in it for you:

  • A competitive base salary ranging from $ gross per year. This range doesn't include any variable pay such as bonuses, awards made under Trustpilot's equity program or other benefits. 
  • A range of flexible working options to dedicate time to what matters to you
  • 20 vacation days + 2 personal days +10 paid holidays per year 
  • Restricted Stock Units
  • Tailored leadership development program consisting of workshops, coaching opportunities, and structured feedback mechanisms to enable world-class leadership
  • Two (paid) volunteering days a year to spend your time giving back to the causes that matter to you and your community
  • Rich learning and development opportunities supported through the Trustpilot Academy and Blinkist
  • Full health insurance 
  • 401k matching your contributions dollar-for-dollar up to 4% of your base salary
  • Discounted club membership at Life Time Fitness
  • 24/7 Employee Assistance Plan and full access to Headspace, a popular mindfulness app to promote positive mental health
  • Paid parental leave for employees who have been employed for over 6 months with full scope of benefit after 12 months
  • Regular opportunities to connect and get to know your fellow Trusties, including company-wide celebrations and events, ERG activities and team socials
  • A friendly, open office complete with a foosball table, roof deck with wifi (rooftop meeting anyone?) and unlimited snacks and drinks 
  • Communal lunch, extra treats and events during the month —  think ice cream carts, coffee bars and massages, to name a few

Still not sure?

We want to be a part of creating a more diverse, equitable, and inclusive world of work for all. We're excited to hear about your experiences, along with how you will contribute to our working culture. Even if you don't feel you meet all the requirements, we'd still really like to hear from you

About us

Trustpilot began in 2007 with a simple yet powerful idea that is more relevant today than ever — to be the universal symbol of trust, bringing consumers and businesses together through reviews. Trustpilot is open, independent, and impartial — we help consumers make the right choices and businesses to build trust, grow and improve.

Today, we have more than 300 million reviews and 64 million monthly active users on average across the globe, with 140 billion annual Trustbox impressions, and the numbers keep growing. We have more than 1,000 employees and we're headquartered in Copenhagen, with operations in Amsterdam, Denver, Edinburgh, Hamburg, London, Melbourne, Milan and New York. 

We're driven by connection. It's at the heart of what we do. Our culture keeps things fresh –– it's built on the relationships we create. We talk, we laugh, we collaborate and we respect each other. We work across borders and cultures to be the universal symbol of trust in an ever-changing world. With vibrant office locations worldwide and over 50 nationalities, we're proud to be an equal opportunity workplace with diverse perspectives and ideas. 

Our purpose to help people and businesses help each other is a tall order, but we keep it real. We're a great bunch of humans, doing awesome stuff, without fuss or pretense. A successful Trustpilot future is driven by you –– we give you the autonomy to shape a career you can be proud of. If you're ready to grow, let's go. 

Join us at the heart of trust.

Trustpilot is committed to creating an inclusive environment where people from all backgrounds can thrive and where different viewpoints and experiences are valued and respected. Trustpilot will consider all applications for employment without regard to race, ethnicity, national origin, religious beliefs, gender identity or expression, sexual orientation, neurodiversity, disability, age, parental or veteran status. Together, we are the heart of trust.

Trustpilot is a global company and our data practices are designed to ensure that your personally identifiable information is appropriately protected. Please note that your personal information will be transferred, accessed, and stored globally as necessary for the uses and disclosures stated in our Privacy Policy.