Director, Email Marketing

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Zendesk is built on a unique combination of powerful software and human

ability, which allows us to strike the perfect balance of innovation and empathy.

Itâs what Zendesk is known for, and itâs why we're known as the intelligent heart of customer experience. Reporting to the Senior Director of Lifecycle Marketing, we are seeking an experienced and passionate Director of Email Marketing & Localization.

In this role, you will lead a team responsible for the strategy, execution and innovation of email, in product messaging and localization efforts delivering efficient engaging, dynamic and personalized communications to our global prospects and customer base.

You will act as a change agent and orchestrate the evolution of our automated integrated omni-channel customer journeys and new technology experimentation. To be successful, you must be able to lead a global marketing organization and operate globally, influence and spark progress, design and drive toward a strategic vision.

Key Responsibilities

Strategy and Vision:

• Develop and execute comprehensive email, in product messaging and localization strategies to drive customer engagement in alignment with overall business objectives

• Determine future vision and evolve localization strategies for global efficiencies and impact

• Collaborate with key business stakeholders including Lifecycle Strategy, Global Campaigns, Regional and Field Marketing for strategic alignment and planning

• Build, lead and mentor a best in class team of marketing professionals 

• Foster a collaborative and creative environment that encourages innovation and data-driven decision-making

Campaign Management:

• Oversee all aspects of automation and localization operations, including execution, processes, prioritization, budgeting, resource allocation and performance management

• Align email automation capabilities with Sales and Customer Success enablement tools to create smart, seamless, measurable handoffs

• Partner with Marketing Ops to evaluate, select, implement and adopt marketing technology platforms and tools to enhance marketing capabilities and drive outcomes

Data, Reporting and Compliance:

• Continuously monitor and analyze channel performance, identifying areas to improvement engagement, conversion and optimize for maximum ROI

• Develop and implement testing strategies presenting insights and recommendations to partnering teams and leadership

• Champion a data-driven culture, enabling easier access to performance results and insights to inform marketing strategies, optimize campaigns and measure success

• Leverage industry trends, best practices and insights to inform the strategic roadmap

• Ensure all email marketing activities comply with relevant global regulations, include GDPR and CAN-SPAM

Process Improvement and Innovation:

• Drive process improvements leveraging new technology and innovation to increase efficiency and impact

• Identify opportunities to experiment with AI and other emerging technologies to enhance the customer experience and channel efficiency

• Foster a culture of ideation and experimentation where teams approach their work with a learnerâs mindset

Qualifications:

• Bachelor's degree in Marketing, Communications, Business, or a related field; MBA or advanced degree preferred.

• 8+ years of experience in email marketing with a focus on marketing operations, email marketing and automation, and localization

• Proven track record of balancing global scale and local relevance in marketing capabilities and operations, driving marketing transformation and improving operational efficiency.

• Proven track record managing a team orientation that is customer-centric, learning based, focused on continuous improvement, and grounded in data-based decisions aligned to outcomes

• Strong reporting and analytics skills with ability to synthesize complex data points into simple business-focused recommendations

• Strong understanding of the marketing technology landscape and experience implementing marketing automation and sales enablement capabilities

• Excellent communication and presentation skills, with the ability to influence and persuade stakeholders.

• Experience managing and leading cross-functional teams in a fast-paced environment.

• Passion for Zendesk and a deep understanding of the competitive landscape.

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

About Zendesk - Champions of Customer Service

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. We advocate for digital first customer experiencesâand we stick with it in our workplace. Over 5,000 employees worldwide have the flexibility to choose where they work. The fact is, we know great work happens anywhere. Whether youâre collaborating from your home office, a Zendesk workspace, or the kitchen table, youâre part of one team at Zendesk.

Zendesk is an equal opportunity employer, and weâre proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here. 

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.

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