Director of Customer Lifecycle Marketing & Engagement, LegalZoom
$148.5-237.6k
Online legal advice platform
Open for applications
Online legal advice platform
1001+ employees
Open for applications
$148.5-237.6k
1001+ employees
Company mission
To make legal help should be a fundamental right, easy to understand, afford, and access.
Role
Who you are
- We need a leader, with a strong background in data, analytics and omni-channel lifecycle marketing journey orchestration to enhance our end to end consumer engagement with the goal of increasing conversion, retention and LTV
- We are looking for a candidate that has experience revamping lifecycle technology and strategies to ensure we are delivering personalized communication to all of our customers through the most appropriate channel depending on their specific stage in the customer journey
- 5+ years CRM and lifecycle marketing leadership experience, 10+ years in the function
- Demonstrated experience leading CRM programs in a D2C subscription model
- Experience in scaling, and transforming customer engagement strategies to make them more personalized and connected across all channels
- Expert knowledge with all technology tools that can enhance our lifecycle strategy including but not limited to CRM platforms, CDPs, journey tools, and recommendation engines
- Deep experience developing and implementing cohort-based lifecycle roadmaps and customer engagement triggers based on personalization mechanics
- Strong sense of ownership to drive key business metrics and company growth
- Proven ability to manage and maintain strong cross-functional stakeholder relationships across multiple teams (product, marketing, data, design, etc.) and an ability to coordinate timely feedback and approvals
- Strong data, critical thinking and analytical skills with proven ability to translate performance metrics into actionable insights
- Ability to navigate and lead by influence across departments to build consensus around critical initiatives with a bias towards action
- Leadership experience including the ability to build and grow a team and to collaborate and influence teams to drive positive business performance and results
- Strong motivation, presentation and communications skills including experience working closely with senior leadership (c-suite)
- Self-starter with an entrepreneurial mentality with experience working on complex, ambiguous projects across multiple teams. Creative approach to new ideas, experimentation with new initiatives that fuel growth
- Bachelor’s degree required; MBA a plus
What the job involves
- We are looking for a Director, Lifecycle Marketing to join the LegalZoom Marketing organization
- This leader will report to the VP, Go-to-Market and will be responsible for completely re-imagining the way we think about our lifecycle marketing
- Channels you’ll oversee include email, text, notifications, and voicemails, and you’ll partner with sales and paid teams to build strong connections between these channels and the messages that are communicated to our customers
- As an expert in the field, this will include identifying, by cohort, lifecycle roadmaps, personalization, and appropriate cross-sells, up-sells and win-backs based on the customer, and then work cross-functionally to lead and implement these efforts
- As a Director, and leader in the company, you will also be responsible for helping to lead teams, foster talent, develop a high performing culture, and role model the values and principles of the organization
- Improve customers satisfaction and lifecycle performance, leveraging a customer centric, data-driven and multi-channel approach to create omni-channel journeys that deliver the right message through the most appropriate channel at each stage of the customer journey
- Develop and deliver lifecycle marketing metrics and OKRs with a laser focus on data; measure and optimize the lifecycle marketing team’s direct influence on conversion rates, retention and LTV
- Instill high velocity, insight driven testing and optimizations across all channels to accelerate lifecycle performance
- Lead development of data driven triggers and personalized communication at all stages of the customer journey
- Assess the current lifecycle tech stack and identify necessary enhancements needed to enable personalized communication across all channels
- Forecast, budget and deliver on lifecycle revenue goals within approved budgets
- Lead the strategy and partner with the Brand & Creative team to enhance lifecycle marketing creative, copy and content
- Partner with Product Marketing and MarTech to develop audience strategies, and identify customer segments to uncover and reach audience segments at the right time and place, along with right offers in their customer journey
- Monitor and report on key lifecycle marketing metrics and have a clear understanding of performance drivers at any given time
- Ensure that lifecycle marketing campaigns are being sent error free and implement new quality assurance processes as needed
- Monitor blocklists, unsubscribes, churn, deliverability and other related metrics to protect health of the database
- Effectively communicate with business leads, product, creative, partners and other cross-functional teams to drive projects to completion
- Foster the growth of the lifecycle marketing team including mentorship of direct reports to drive professional growth, governance of programs to ensure scalable best practices, and provide direction to guide the execution activities
Our take
LegalZoom is an online legal technology service that can help people create their own legal documents. It believes legal advice and services should be clear, easy-to-understand, and affordable, and provides services to help people make a will, start a business, lodge a trademark application, and more.
LegalZoom has helped millions of people who otherwise could not hire a lawyer, with its extensive range of legal solutions. It competes with a handful of other companies, such as IncFile and Rocket Lawyer, that also provide online legal technology.
However, it has found space to grow its operations nonetheless, partially due to the rise in interest in digital solutions. An IPO in 2021 also enabled LegalZoom's growth, though in 2024 a class action is underway to investigate the company's significantly lowered share prices.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
7% employee growth in 12 months
Company
Funding (2 rounds)
Jul 2011
$66m
SERIES B
Mar 2007
$45m
SERIES A
Total funding: $111m
Company benefits
- Private healthcare
- Pension
- Eye care
- Discount legal fees
- Season ticket loan
- Cycle to work
- Fundraising match
- Life assurance
- Chill-out area
- Massages
- Office yoga
- Social events
Company HQ
Downtown, Glendale, CA
Leadership
Robert Shapiro
(Co-founder)Co-founder of ShoeDazzle.com and Chairman of the Brent Shapiro Foundation for Alcohol and Drug Awareness.
Brian Lee
(Co-founder)Co-founder of ShoeDazzle.com and The Honest Company. Previously Attorney at Skadden Arps. J.D of Law at UCLA School of Law.
Salary benchmarks
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