Are you interested in shaping the future of the streaming industry? Do you want to re-define the way streaming media player customers engage with the next generation of content products? We are looking for a strategic Senior Product Marketing Manager to own and optimize our end-to-end customer lifecycle management while driving exceptional consumer experiences for Amazon Fire TV in Japan. This role will be instrumental in maximizing customer lifetime value through sophisticated acquisition, engagement, retention, and win-back strategies. An ideal candidate has an extensive background in customer lifecycle management, customer success, and/or product marketing, and has solid experience in analytics, program management.
This individual will balance a mix of strategic and operational responsibilities. You will work with Marketing, Demand Generation, Product, Customer Experience, Monetization, and internal/external content providers to develop strategies and solutions to grow active customers of Fire TV. You are working proactively to drive customer engagement by monitoring key metrics, analyzing data, collecting voices of customers, and managing cross-functional initiatives. The role is global in nature, where you are expected to work with international teams and stakeholders, while focusing on customers and experiences in Japan.
You will work with experienced professionals at amazon in Japan and other international regions and will benefit from having direct access to multiple leadership teams. You will leverage your experience in running marketing campaigns in product onboarding, customer engagement, upsell/upgrade, churn reduction, reactivation, your knowledge of streaming, subscription based businesses, and/or digital product/service for consumers, and capability in designing and executing initiatives to grow the customer base, given the predictions from key performance indicators. A successful candidate will have strong analytical skills, strong bias for action, strong customer obsession, and be able to work successfully across multiple stakeholders and teams to drive customer lifecycle management related priorities and projects.
As our Senior Product Marketing Manager, you will be responsible for orchestrating world-class customer experiences throughout the entire customer lifecycle. Your work will directly impact our company's growth by maximizing customer lifetime value, reducing churn, and creating strong brand advocates. You will pioneer innovative approaches to customer engagement that set new standards in our industry.
Key job responsibilities
- Architect and implement comprehensive customer lifecycle strategies across all stages: awareness, acquisition, onboarding, engagement, retention, and win-back.
- Design personalized journey maps for different customer segments and personas. Oversee personalized communication strategies across all touchpoints.
- Plan, monitor, and analyze customer lifecycle metrics including MAU, LTV, Churn rate.
- Execute campaigns to grow the customer base - Create and manage proactive retention programs to identify and address at-risk customers. Facilitate upgrade of streaming experience to relevant active customers. Lead win-back campaigns for dormant or churned customers.
- Implement A/B testing frameworks for lifecycle communications and interventions.
- Coordinate cross-functional initiatives with Marketing, Sales, and Customer Experience teams.
- Drive customer education and engagement programs.- 7+ years of professional non-internship marketing experience
- Experience building, executing and scaling cross-functional marketing programs
- Experience using data and metrics to drive improvements
- Experience with A/B Testing or Multi-Variate Testing or both
- Experience with Excel or Tableau (data manipulation, macros, charts and pivot tables)
- Bachelor's degree
- Proven track record of improving key lifecycle metrics (e.g. monthly active users, retention rate, customer lifetime value, NPS)- Experience with customer segmentation, profiling, and targeting
- Experience presenting metrics and progress to goal to senior leadership
- Experience using any of SQL or other analytical tools for conducting data analysis
- Knowledge of basic modeling techniques such as linear regression, ANOVA etc.
- MBA
- 7+ years of experience in consumer-facing roles, with 3+ years specifically in customer lifecycle management, customer success, product or program management
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