Senior Manager, Customer Campaigns & Lifecycle Marketing

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. 

Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent. 

Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.

What's the opportunity? 

Lead a high-performing Customer Campaigns & Lifecycle Marketing team. This team manages all customer marketing communications, with a goal of driving more adoption and usage of Fin—our AI agent, and mature usage of Intercom—our helpdesk product. As lead, you're accountable for overall team performance. You’re responsible for the delivery of an excellent customer experience for current customers, you’re the gatekeeper of our customer messaging, across in-product channels and email.

You’ll lead customer communications for product launches, events and product changes.
This role spans across the customer lifecycle: Conversion, Activation/Onboarding, Usage, Maturity, Expansion, Churn mitigation. And you’ll also be responsible for implementing and overseeing the platforms/tooling stack we choose to use. 

You’ll work with multiple senior stakeholders across the Growth, Product Marketing, Demand Generation, Sales and Customer Support teams.

What will I be doing? 

• Leading a team of 3-4 highly autonomous individual contributors, focused on different projects, different company initiatives/objectives and supporting different internal teams. 
• Implementing a significant customer marketing campaign tool overhaul to improve the capabilities of the Customer Campaigns & Lifecycle Marketing team in the AI era.
• You’ll foster a team culture that is focused on Intercom values. You’ll be an AI native marketer and quickly be delivering 2x output, leading by example.
• Building relationships with senior stakeholders across key business areas: Growth, Product Marketing, Demand Generation, Sales and Customer Support teams – to ensure Customer Campaigns & Lifecycle Marketing are aligned and delivering to the company objectives and to the standard expected. 
• You’ll be accountable for the quality of everything the team delivers - copy, design, data, targeting etc. You’ll frequently be delivering direct feedback and will hold an extremely high-bar for excellence. 
• You will be responsible for overall team results and performance. Ensuring there is sufficient and robust measurement, that learnings are shared and acted upon – and reporting out to key stakeholders on project results and future team plans. 
• You will ensure the efficiency of the team and be confident that you're investing in the right things. You’ll manage team roadmap/planning and project prioritization. 
• You’ll be extremely proactive and also deliver projects yourself. You will spot opportunities and problems before they impact the business. You approach your work with a growth mindset, you seek a challenge, drive your own roadmap of work and don’t wait to be asked to do something. 
• You view things from a business performance perspective, applying a growth or revenue lens to the work you and the team are prioritizing.

What skills do I need? 

• 7+ years experience in customer marketing/campaigns experience, working across Conversion, Activation/Onboarding, Adoption and Expansion.
• An AI-first approach to marketing: proficient in AI tooling, including Claude Code experience. You can demonstrate significant usage to build strategy, develop and deploy campaigns and to measure performance, with clear evidence of speed and quality gains in doing so. 
• 3+ years experience of leading a team, and mentoring team members. 
• Experience in the B2B SaaS, tech or AI industry. 
• You are extremely proactive and need little guidance from leadership. 
• Very strong stakeholder management, with a track record of successful partnerships with Product/R&D, Sales, Customer Success and other Marketing teams on initiatives that drive revenue and growth.
• Knowledge of the Intercom platform and Marketo. You’ve also implemented new Marketing Automation tools, working with Ops and external teams to get projects delivered. Experience with multiple marketing automation/email platforms is a bonus.
• You’re a team player and you live the Intercom values. This is key for any leadership role at Intercom. You’re laser focused on Success, your bar for quality is extremely high and you are known for your speed of execution and impatience to get things done. 
• You thrive in ambiguous situations. Creativity and problem solving is your forte. 
• You have strong quantitative orientation, you are not intimidated by spreadsheets or working with analytics, RAD or Finance teams.

Benefits 

We are a well-treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us! 

• Competitive salary and equity in a fast-growing start-up
• We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
• Regular compensation reviews - we reward great work!
• Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated.
• Pension scheme & match up to 4%
• Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
• Flexible paid time off policy
• Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
• If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too 
• MacBooks are our standard, but we also offer Windows for certain roles when needed

#LI-Hybrid

Policies 

Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.

We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.  

Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.