Lifecycle CRM Manager

Posted 3.12.24
Location
Remote

Papa is a new kind of care built on human connection. Across the country, health plans and employers look to Papa to provide vital social support by pairing older adults and families with Papa Pals, trained and vetted companions, who provide a helping hand and an open ear, resulting in less loneliness and better health. 

Founded in 2017 and headquartered in Miami, Papa is backed by Canaan, Tiger Global Management, Comcast Ventures, SoftBank Vision Fund 2, TCG, Initialized Capital, and Seven Seven Six, among other revered institutional and individual investors. We envision a world where no one has to go it alone. Learn more at Papa.com.

About the Role:

The Lifecycle CRM Manager will be an instrumental member of the Pal Engagement team and will play a key role in helping us better enable Pals to provide companionship and support to our Papa members. Reporting to the Director of Pal Engagement, you’ll be responsible for understanding Pal needs, setting the lifecycle engagement vision & strategy and executing initiatives across all stages of the Pal journey.

You will work closely with the Product, Marketing, Trust & Safety and Operations teams to develop resources and communications to ensure Pals are best prepared to provide high quality visits.  Your work will help make our Pal network world class and, as a direct result, improve the health outcomes of our Papa members. 

What You’ll Be Doing: 

  • Developing the Lifecycle Engagement Strategy. You will lead the design and execution of our Pal engagement framework, ensuring alignment with company team OKRs. 
  • Creating Compelling Content. In partnership with various teams, you’ll create engaging content for Pals, including emails, newsletters, in-app messages, push notifications, SMS, and training guides. 
  • Testing and Optimization. Conduct A/B tests to optimize initiatives and enhance performance based on data-driven insights.
  • Collecting Feedback and Insights: Prioritize Pal feedback and surveys to understand the biggest challenges and opportunities. Use these insights to inform strategy and content development.  
  • Mentoring Team Members: Coach and mentor our Operations Specialist, ensuring that they are aligned and empowered to work on the most impactful team projects. 

Required Experience / Skills:

  • 7+ years of experience in customer relationship marketing (CRM), lifecycle marketing, or related roles 
  • 4+ years of experience with enterprise marketing automation platforms and/or ESPs – Customer.io knowledge and experience is preferred
  • Strong analytical skills and familiarity with CRM / Lifecycle / Retention metrics
  • Experience in a high-growth tech company where you drove meaningful business impact
  • Demonstrated ability to develop and coach team members 

What it Takes to Be Successful 

  • Passion and resourcefulness to identify challenges and find creative solutions 
  • Strong project management skills to balance multiple projects effectively 
  • Results-oriented mindset with a focus on achieving measurable outcomes
  • Ability to influence partners and collaborate with cross functional teams
  • Capacity to communicate complex concepts clearly to Pals 

Papa’s culture is People-first. While we have an incredible team of hard-working Papa people, at the end of the day, our company is really about family and community – and we celebrate that among our employees. We encourage everyone to truly bring their whole authentic selves to work. To be transparent. To be non-hierarchical. And, above all, to be a really good person. 

We see ourselves as a place where every Papa employee feels they belong, a place where careers flourish, a place that brings back purpose and joy to work, a culture where visionaries/entrepreneurs are developed.

Papa’s mission is at the core of our total rewards philosophy wherein we attract and retain high potential talent aligned with our journey. We offer gender neutral and inclusive parental leave policies that offer up to 16 weeks of 100% paid parental leave. We immensely value the benefits of a flexible workplace, while designing remote-first principles we ensured that Papa people feel psychologically safe about their career interests while being remote.

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