Director, Retention & Lifecycle Marketing

Kraken Digital Asset Exchange

Job Description

Building the Internet of Money

Our Krakenites are a world-class team with crypto conviction, united by our desire to discover and unlock the potential of crypto and blockchain technology.

What makes us different? Kraken is a mission-focused company rooted in crypto values. As a Krakenite, you’ll join us on our mission to accelerate the adoption of cryptocurrency so the world can achieve financial freedom and inclusion. For over a decade, Kraken’s focus on our mission and crypto ethos has attracted many of the most talented crypto experts in the world.

Before you apply, please read the Kraken Culture Explained to learn more about our internal culture, values, and mission.

As a fully remote company, we have Krakenites in 60+ countries who speak over 50 languages. Krakenites are industry pioneers who have a long track record of building premium products for professionals and institutions as well as newcomers to the space. Kraken is committed to industry-leading security through our products like Kraken Pro, Kraken NFT, and Cryptowatch, with a focus on world-class customer support and crypto education for all.

Become a Krakenite and build the internet of money!

About the role

Kraken is seeking a Director, CRM & Lifecycle Marketing to focus on key acquisition, onboarding, engagement and ongoing adoption efforts. This leader will be responsible for developing lifecycle strategies across a portfolio of products and lead a team focused on engaging and retaining loyal clients through email, push, in-app and other lifecycle channels.

This role requires a high degree of cross-functional collaboration with teams to plan and complete shared goals, delivering seamless experiences across web, app and lifecycle channels. The ideal candidate will have strategy and leadership experience in creating innovative and engaging Lifecycle programs in a results-driven environment. You have shown success improving metrics across acquisition, onboarding, and ongoing engagement, and developed ambitious experimentation roadmaps for continuous innovation, all with a highly data-driven, customer-centric approach.

Responsibilities

Lead the strategy for lifecycle programs involving a mix of push, in-app, email, and SMS, delivering best-in-class member communications that increase activation, onboarding transactions, and other actions that improve client quality.

Build and support a team of hard-working, mission-driven lifecycle marketers.

Own Lifecycle OKRs and metrics, with strong intuition and foresight to identify, size, and prioritize opportunities that inform a lifecycle roadmap to generate a meaningful contribution toward shared and team goals.

Partner with our Data Intelligence and Growth Analytics teams to ensure the team is equipped to measure and attribute impact across KPIs, informing future strategy and prioritization.

Monitor performance of marketing programs, generate data-driven hypotheses that inform strategies for journeys and campaigns, and identify areas for improvement in our strategy.

Continuously improve through an ongoing lifecycle experiment roadmap covering both short-term campaigns and long-term series, testing across incentives, creative, content, features, and cadence, deriving insights to tangibly impact initiatives across the org.

Partner with Marketing, Data, Analytics, Product, Legal, Compliance, and other teams to optimize lifecycle efforts and drive incremental value.

Additional duties and responsibilities as assigned / needed.

Requirements

10+ years of experience with a proven ability leading the development of complex lifecycle/CRM programs from strategy-to-execution (a particular focus on acquisition and/or onboarding experiences is a plus).

Strong leadership presence, with the ability to define and articulate a vision, earn trust with stakeholders, and champion collaboration that improves client growth.

In-depth knowledge of marketing automation/CRM systems, with experience pushing the boundaries of what those platforms can do.

Expertise in customer segmentation strategies and subscriber management across multiple channels (omni-channel).

Comfort operating in a sometimes ambiguous and/or shifting space; adaptability and ability to identify emerging areas of opportunity.

Experience using data and insights to inform requirements, ideas and strategies, with hands-on experience with related tools/concepts being a plus: Excel, A/B testing, Relational databases, Braze, Tableau, etc.

Experience in high growth companies and within the Crypto industry is advantageous.

We’re powered by people from around the world with their own unique and diverse experiences. We value all Krakenites and their talents, contributions, and perspectives, regardless of their background. We encourage you to apply for roles where you don't fully meet the listed requirements, especially if you're passionate or knowledgable about crypto!

As an equal opportunity employer we don’t tolerate discrimination or harassment of any kind. Whether that’s based on race, ethnicity, age, gender identity, citizenship, religion, sexual orientation, disability, pregnancy, veteran status or any other protected characteristic as outlined by federal, state or local laws.

Stay in the know

Kraken Culture Explained

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Kraken is powered by people from around the world and we celebrate all Krakenites for their diverse talents, backgrounds, contributions and unique perspectives. We hire strictly based on merit, meaning we seek out the candidates with the right abilities, knowledge, and skills considered the most suitable for the job. We encourage you to apply for roles where you don't fully meet the listed requirements, especially if you're passionate or knowledgable about crypto!

As an equal opportunity employer, we don’t tolerate discrimination or harassment of any kind. Whether that’s based on race, ethnicity, age, gender identity, citizenship, religion, sexual orientation, disability, pregnancy, veteran status or any other protected characteristic as outlined by federal, state or local laws.

Stay in the know

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