Sr Manager, Engagement and Retention Marketing
San Jose
hace 5 días

Our Company

Changing the world through digital experiences is what Adobe’s all about. We give everyone from emerging artists to global brands everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.

We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity.

We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!

The challenge

One of the most important aspects of Adobe's business is cultivating deep, meaningful, and lasting relationships with our customers.

In support of this, the engagement and retention of our customers has become the top strategic priority for the company.

As our business continues to grow, we need to focus even more closely on the engagement of our customers and ensure that they are getting value from their membership with Adobe, with the goal of increasing our customer satisfaction and retention rates simultaneously.

As a Global Engagement & Retention Manager, you will drive the integrated strategic planning and be responsible for the execution, reporting / analytics & ongoing optimization of your campaigns globally with cross-functional support from media teams, agencies, in-house creative studio and our marketing insights and analytics team.

A successful candidate will be expected to effectively partner cross-functionally with mentioned teams as well as cross functional partners within Product Marketing, GTM (Go-to Market) and regional teams.

They will also be a dynamic leader that can balance longer-term strategy with short-term financial results focused execution in a fast-paced, dynamic environment.

You will constantly put yourself in our customers’ shoes to make sure that everything we do ultimately benefits them. In addition, we need marketers who are comfortable using data to drive most aspects of our campaign strategies and ongoing performance optimization since Adobe applies the DDOM (Data Driven Operating Model) across the company.

As a newly created team, our plans are not set in stone. There's always something new to discover and try. This is a roll-up-your-sleeves and get stuff done position that’s perfect for someone with an entrepreneurial-spirit, who enjoys identifying and tackling new opportunities to improve our customer’s experience / retention.

Success in this role is tied directly to our ability to measure our impact and materially improve our customer engagement and retention rates.

What you’ll do

  • Develop integrated marketing plans directly addressing key E&R business opportunities for both free & paid Creative Cloud Express users for example : Nurturing free users, upselling free users (trial and units), reduce new customer cancels, Win-back lapsed customers, etc.
  • Use existing key customer insights and data (or partner with internal Insights / Analytics team to establish new insights) to create relevant and impactful messaging.
  • Write creative briefs and kick-off initiatives with internal COE teams & either internal studio and / or external agency creative resources.
  • Oversee integrated campaign executions (e.g. Targeting, Creative, Offers, Pricing, Tactics, etc.) to ensure they’re on strategy and meeting / exceeding forecasted objectives.
  • Partner with cross functional and regional peers to scale campaigns globally and provide ongoing guidance & campaign kits to ensure consistency in execution and outcomes.
  • Develop and maintain a campaign measurement framework to ensure ongoing review and adjustment in alignment with marketing funnel metrics.
  • Develop a bottoms-up forecasts and budget asks for your campaigns as part of the larger Annual planning & quarterly re-forecasting.
  • Drive regular campaign performance reporting & optimization
  • Develop credibility and relationships with key internal collaborators.
  • Understand the and metrics for each of the marketing channels contributing to a plan and know when plans are under-performing;
  • own the virtual team in identifying areas of weakness in the plans in order to course-correct, and provide thorough reporting on the results of the marketing plans to ensure transparency and enable action

  • Understand and manage the budget spend needed to deliver the marketing plan; find opportunities for greater efficiency and improvements in return on investment.
  • Requirements :

  • Experience of product led growth and freemium go to market models.
  • Entrepreneurial spirit : with ability to seek out and act upon new E&R opportunities
  • Be a strategic problem solver : drive and use qualitative and quantitative research & data analyses to define audience insights, develop strategies, etc.
  • Be customer focused : have a detailed understanding of our target customer and the journey they take from awareness to purchase.
  • Storytelling : know what it takes to bring a message strategy together in a way that tells a clear, engaging story around Adobe’s value proposition.
  • Strong communicator & attention to detail : ability to distill feedback and points of view from senior team members and prioritize accordingly.
  • Proven influencing skills : ability to work with and influence team members from across the organization whose input is critical to success of the plan.
  • Robust analytical skills : the ability to digest large amounts of data, identify trends and pursue the right questions to take action.
  • Be a change agent : guiding teams forward in a constantly evolving environment
  • Fast learner, with a positive demeanor and willingness to try new things!
  • Ability to navigate a matrixed organization and represent team with professionalism and self-sufficiency.
  • Qualifications

  • 8+ years of data-driven marketing experience in either a Corporate AND / OR Agency setting.
  • Strong executional knowledge across a wide variety of marketing tactics / channels (e.g. Email, Display, Paid Search, Web Pages, Direct Mail, Paid Social, etc.)
  • Deep understanding of best-in-class E&R marketing efforts.
  • Excellent written and verbal communication skills.
  • Ability to learn new technologies, products, or systems quickly.
  • Ability to organize and prioritize multiple projects and deadlines with minimal oversight.
  • Experience in SAAS business model and freemium go to market models is ideal.
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