Director of Customer Engagement

| Culver City

Who We Are: 

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.  

Key Responsibilities: 

  • 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
  • You take your work seriously but not yourself
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