Lifecycle Communications Manager

Job Description

Udacity is on a mission to change lives, businesses and nations through radical talent transformation in digital technologies. We offer a unique and immersive online learning platform, powering corporate technical training in fields such as Artificial Intelligence, Machine Learning, Data Science, Autonomous Systems, Cloud Computing and more. Our rapidly growing global organization is revolutionizing how the enterprise market bridges the talent shortage and skills gaps during their digital transformation journey. Udacity is proud to be backed by respected investors like Andreessen Horowitz, Charles River Ventures, Bertelsmann and Drive Capital, among other leading VC firms, and provides a powerful and differentiated solution inside of a $32b total addressable market opportunity. Udacity has more than 100 enterprise customers including Airbus, Bertelsmann, BNP Paribas, Leidos, Mazda, and the United States Air Force.

We're looking for candidates who are passionate about education and want to work directly with our learners. As a Lifecycle Communications Manager, you will be part of a dynamic and fast-paced global team responsible to create messaging, direction, and guidance in an effort to help our learners at key moments in the customer’s journey. Your clear, succinct, and actionable communications will help drive learner outcomes.

ABOUT THE NOTIFICATIONS LIFECYCLE TEAM :

The Notifications Lifecycle Team is responsible for managing all kinds of communications throughout the learners’ learning journey; these communications are being sent through various ways of tools/methods (Emails, Whatsapp, SMS, and calls through a Call Center).

At Udacity, we are a team of experienced professionals and lifelong learners supporting learners as they build skills that will serve them for the rest of their lives. We ensure that Udacity learners receive fast, concrete & delightful resolutions across multiple touchpoints.

RESPONSIBILITIES:

• Own the overall strategy of communicating with learners who are enrolled in our programs such that they remain motivated and engaged
• Collaborate closely with cross-functional teams to improve the performance, velocity, and overall effectiveness of various communication strategies and channels (emails, SMS, WhatsApp, etc.)
• Setup and execute email, WhatsApp, and SMS campaigns including template creation, audience segmentation, and QA processes
• Develop, test, and refine messages through each phase of the learner journey towards the goal of driving positive outcomes across multiple communication channels
• Responsible for designing, tracking, and analyzing A/B testing experiments to help optimize our lifecycle communication strategies
• Develop audience segmentation and logic (so you should know how to work with audience segmentation logic for email and SMS campaigns)
• Manage and/or coordinate the QA process
• Ensure best practices are included in all campaigns
• Follow industry trends in assessing the impact of communication plans

QUALIFICATIONS:

• 3-4 years of experience in email marketing, lifecycle communications, or similar role
• Proven track record of designing, implementing, and delivering effective and innovative communication campaigns and programs that meet or exceed baseline metrics
• Must have experience of creating and running large scale email campaigns for global markets
• Proven track record of working both at the strategic and tactical level to design, develop, and execute experiments
• Strong analytical skills, specifically the ability to process, analyze, and interpret data to inform business decisions
• Strong ability to work in HTML and CSS for email, including working with responsive layouts, conditional formatting, and optimizing for various email clients
• Experience with Blueshift, SendGrid, Litmus, Jira is a plus
• Manage user attributes and web events
• Experience in managing complex projects
• Experience working cross-functionally
• Great interpersonal skills
• Excellent communication skills (written and verbal), including copywriting and proofreading
• Must be highly organized

Learn more about Udacity's Values Students First - Better Together - Entrepreneurial - Data Driven - Candid and Direct - Talent Obsessed

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