Customer Lifecycle Senior Manager Localisation (f/m/d)

We are looking for a customer-centric and data-driven Customer Lifecycle Senior Manager to join Blacklane’s Retention team. In this role, you will have the opportunity to upgrade Blacklane customers and partners journey by leveraging your expertise with cross-channel retention strategies. If you are customer obsessed, you love data and automation, and have a genuine interest in the premium and the travel/mobility industries, this is a unique chance to make your mark.

Your Challenge: 

• Localise strategic global retention projects, leveraging global initiatives and strategy to meet local customer needs.
• Ideate, brief, implement and optimise customer lifecycles and campaigns to activate, engage and reactivate Blacklane customers (B2C and B2B) and Partners, using local data-driven learnings and customer insights.
• Localise cross-channel communication using marketing automation technology (Braze) in close collaboration with the Brand and Product teams (channels: email, push notifications, in-apps, content cards).
• Create effective synergies between global and local lifecycles to achieve standardisation and local relevance using the latest functionalities provided by Braze.
• Analyse data, gather insights for campaign and lifecycles implementation, craft and present stories out of data.
• Closely collaborate with the Customer Lifecycle Technology Manager to enhance automation and leverage data points. 
• Closely collaborate with the local teams to understand customer needs and business priorities.

About You: 

• Your approach is customer-centric and data-driven, and you have a track record in successful implementation of cross-channel strategies and campaigns. 
• You have advanced experience using marketing automation technology (Braze) and you master HTML when needed.
• You have advanced Project Management skills.
• You have experience localising retention initiatives and creating synergies across markets and regions.
• You have a genuine interest in the premium and in the travel / mobility industries.
• You are a strategic thinker and are willing to consider new ideas and approaches.
• You learn fast, have a proactive attitude and are a natural collaborator.
• You have excellent communication skills in English.

MORE THAN A JOB

Blacklane is a scale-up started in 2011, founded by Jens Wohltorf and Frank Steuer who wanted to create the first global chauffeur service. We started by filling chauffeurs’ ‘empty leg’ journeys and have grown with our partners to over €100 million in annual revenue (pre-pandemic). Backed by Daimler and other investors in Germany, Japan, Switzerland, and the UAE, we’re now a trusted brand within corporate travel. 

We believe in ethical business practices and have a strong company culture. Responding to the pandemic, we’ve successfully managed the crises and retained our talented crew! 

• Continuous Learning: We believe that open and actionable feedback is the essential component of continuous development. Set your personal development plan and take an active role in our internal learning communities to progress your career. 
• Flexible Working: Even the most ambitious Blacklaner needs some time to unwind. Find out what works for you and your team with flexible working hours and home office days (Hybrid working is the new normal).
• Become Part of the Crew: Get to know your fellow Blacklaners through our regular team socials. Our success comes from a collaboration of more than 350 people from 70 nations and we are looking for more exceptional people to join us!
• Employee Stock Options Plan: We want all Blacklaners to benefit from the company's success, so every employee received ‘ESOP’ options.
• Fair Remuneration: We’ve banded salary levels and matched them to the local costs of living, meaning you’re always paid fairly and you know that the rest of the crew is too.
• Sustainability: We care for both people and the planet, having launched the mobility's industry-first global carbon offset scheme in 2017. Blacklane has pledged to deliver 75% of its journeys in electric vehicles by 2025. 
• Equal Opportunity: We are committed to inclusion and diversity. A company is only as strong as its crew, so we developed a work environment that is inclusive, inspiring and open. All qualified applicants receive consideration for employment without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

Upgrade your career with Blacklane