Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.
We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!
One of the most important aspects of Adobe's business is cultivating deep, meaningful and lasting relationships with our customers. In support of this, the engagement and retention of our customers has become the top strategic priority for the company. We’re actively looking to expand the reach, impact & sophistication of our E&R (Engagement & Retention) marketing. Our goal is to use Marketing to both increase our CSAT (customer satisfaction) and Retention rates simultaneously. Within our GMO (Global Marketing Organization) we’re looking to have several “Marketing Decathletes” join our newly created E&R Campaign team. Like decathletes, these marketers should be agile and multidisciplinary. They should also constantly put themselves in our customers’ shoes – to make sure that everything we do ultimately benefits them. In addition, we need marketers who are comfortable using data to drive most aspects of our campaign strategies and ongoing performance optimization – since Adobe applies the DDOM (Data Driven Operating Model) across the company.
As an Engagement & Retention Campaign Manager, you will drive the integrated strategic planning and supervise the execution, reporting/analytics & ongoing optimization of your campaigns globally – with cross-functional support from within the GMO and beyond. A successful candidate will be expected to optimally partner cross-functionally with Product Marketing, GTM (Go-to Market), Engagement & Retention leads, Tactic-specific COE (Centers of Excellence) teams, Adobe.com, In-house Creative Studio, Customer Service, Regional leads, Analytics & Insights, etc. You will also be a dynamic leader that can balance longer-term strategy with short-term financial results focused execution in a fast-paced, dynamic environment.
Success in this role is tied directly to our ability to measure our impact and materially improve our customer retention rates. Develop integrated marketing plans directly addressing key E&R business opportunities – for example: Reduce new customer cancels, Win-back lapsed SMB customers, etc. Contribute input for broader Business Unit strategic plans Drive cross-functional alignment on your strategic plans Use existing key customer insights and data (or partner with internal Insights/Analytics team to establish new insights) to create relevant and impactful messaging. Write creative briefs and kick-off initiatives with internal COE teams & either internal studio and/or external agency creative resources. Oversee integrated campaign executions (e.g. Targeting, Creative, Offers, Pricing, Tactics, etc.)– to ensure they’re on strategy and meeting/exceeding forecasted objectives. Partner with cross functional and regional peers to scale campaigns globally and provide ongoing guidance & campaign kits to ensure consistency in execution and outcomes. Develop and maintain a campaign measurement framework to ensure ongoing review and adjustment in alignment with marketing funnel important metrics. Develop a bottoms-up forecasts and budget asks for your campaigns – as part of the larger Annual planning & quarterly re-forecasting. Drive regular campaign performance reporting & optimization Develop credibility and relationships with key internal partners. Understand the metrics for each of the marketing channels contributing to a plan and know when plans are under-performing; lead the virtual team in identifying areas of weakness in the plans in order to course-correct. Provide thorough reporting on the results of the marketing plans to ensure transparency and enable action. Understand and manage the budget spend needed to deliver the marketing plan; find opportunities for greater efficiency and improvements in return on investment.
Required skills: Ambitious spirit: with ability to seek out and act upon new E&R opportunities Drive and use qualitative and quantitative research & data analyses to define audience insights, develop strategies, etc. Be customer-focused: have a detailed understanding of our target customer and the journey they take from awareness to purchase Story-telling: know what it takes to bring a message strategy together in a way that tells a clear, engaging story around Adobe’s value proposition Strong communicator & attention to detail: ability to distill feedback and points of view from senior partners and prioritize accordingly. Proven influencing skills: ability to work with and influence team members from across the organization whose input is critical to success of the plan Robust analytical skills: the ability to digest large amounts of data, identify trends and pursue the right questions to take action Be a change agent: guiding teams forward in a constantly evolving environment! Fast-learner, with a positive demeanor and willingness to try new things Ability to navigate a matrixed organization and represent team with professionalism and self-sufficiency 5+ years of marketing experience (in either a Corporate AND/OR Agency setting), Strong executional knowledge across a wide-variety of marketing tactics/channels (e.g. Email, Display, Paid Search, Web Pages, Direct Mail, Paid Social, etc.) Deep understanding of best-in-class E&R marketing efforts Excellent written and verbal communication skills Proven understanding of Microsoft Office Ability to learn new technologies, products, or systems quickly Ability to organize and prioritize multiple projects with minimal oversight
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