Omaze’s mission is to transform lives by leveraging the power of storytelling and technology. Our model democratizes traditional auction-giving by offering people everywhere the chance to have a once-in-a-lifetime experience for as little as a $10 donation. To continue raising money for hundreds of nonprofits around the world, we’re growing our team of smart, dedicated and passionate world changers! That’s where you come in.
Who We're Seeking:
A Director of Customer Engagement whose job it is to create a large community of loyal, thriving, and enthusiastic Omaze donors. The person will lead a team of 9 and will be directly responsible for Lifecycle Marketing, Product Marketing, Email, and Customer Service. Key success metrics will include size of our active base, their engagement/loyalty, and NPS.
Think holistically about the customer journey and develop, manage, and execute strategic engagement programs for our donor audience; this will cover CRM, Lifecyle Campaigns, Customer Service, Donor Loyalty, Retention, and NPS
Rely on customer data and data driven insights to inform targeting, planning, and creative content
Partner cross-functionally with Product, Engineering, Marketing, and company leadership to ensure best practices and learnings are implemented across the company
Devise, implement, and continually optimize an omni-channel end-to-end customer journey flow from onboarding to engagement and win-back
Deliver against aggressive revenue targets and associated customer metrics
Our Ideal Candidate:
8+ years of work experience, of which 5+ are in growth, loyalty or engagement marketing
A confident leader with proven experience managing direct reports; you lead teams and brainstorming sessions with vision and purpose
Expert at channel management and have the ability to interpret metrics and actionable results through data
Proficient in customer engagement technology and media platforms; and you have used A/B and multivariate testing to drive growth of a consumer product at global scale
Strong presentation and communication skills, with the proven ability to gain alignment across functions
You are a customer advocate and will strive to be the most donor-centric employee at Omaze