What are the responsibilities and job description for the Member Lifecycle Manager position at OMNIA Partners?
Member Lifecycle Manager
About the Role:
We are seeking a dynamic and data-driven Member Lifecycle Manager to support and optimize the end-to-end OPUS member journey. In this role, the ideal candidate will leverage deep expertise in marketing automation to craft personalized and engaging experiences that drive member adoption, retention, and advocacy. Tasked with maximizing customer lifetime value through increased transactions and AOV, this individual will be a key player in understanding purchase behavior, identifying areas of improvement, and implementing strategies that move at the speed of our members.
This position is located in Franklin, TN. Candidates must be currently residing in the Nashville metropolitan area or willing to relocate.
Responsibilities:
- Member Journey Development & Management:
- Design and implement multi-touch journeys within Salesforce Marketing Cloud.
- Map and optimize touch points across the entire lifecycle, from onboarding to renewal and beyond.
- Segment audiences and personalize communications based on behavior, demographics, and other relevant data.
- Onboarding Experience Optimization:
- Create and maintain in-app guides, tooltips, and walkthroughs to facilitate product discovery and usage.
- Analyze onboarding data to identify friction points and implement improvements to enhance engagement.
- Data Analysis & Reporting:
- Monitor and analyze key member lifecycle metrics, including activation rates, retention rates, churn rates, and lifetime value.
- Utilize Salesforce Marketing Cloud and other analytics tools to extract actionable insights and identify trends.
- Multivariate Testing & Optimization:
- Design and execute A/B and multivariate tests to optimize member journeys, messaging, and onboarding experiences.
- Analyze test results and implement data-driven optimizations to improve conversion rates and customer engagement.
- Maintain a rigorous testing frame work, document test results to track performance and communicate results to stakeholders.
- Collaboration & Communication:
- Collaborate with cross-functional teams, including product, marketing, sales, and customer support, to align life cycle strategies.
- Communicate effectively with stakeholders to provide updates on campaign performance and key initiatives.
Qualifications:
- Bachelor's degree in Marketing, Business, or a related field.
- Proven expertise in Salesforce Marketing Cloud or similar marketing automation platforms.
- Demonstrated success in customer-centric lifecycle management, marketing automation, and/or member onboarding (B2C preferred).
- Experience with Chameleon or similar in-app onboarding platforms.
- Excellent analytical skills with the ability to interpret data and generate actionable insights.
- Proficiency in A/B and multivariate testing methodologies.
- Strong understanding of customer segmentation and personalization strategies.
- Excellent communication and collaboration skills.
- Ability to thrive in a fast-paced and dynamic environment.
OMNIA Partners provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
