Marketing Program Manager, Customer Onboarding

$85,000 - $95,000/Yr

Trupanion - Seattle, WA

Full-time - Mid Level

Seattle, WA

Personal and Laundry Services

About the position

Trupanion is seeking a dedicated and agile Marketing Program Manager to join our Customer Marketing team. This role is pivotal in owning and developing our new member onboarding program, which is designed to support and engage our members during their critical first 90 days post-enrollment. The successful candidate will report to the Director of Customer Marketing and will be responsible for creating a seamless transition into Trupanion membership that promotes member education and retention. This position is based in Seattle and offers a hybrid remote/in-office schedule, requiring at least three days a week in our casual, pet-friendly office. In this role, you will support a targeted and cohesive post-enrollment experience for new Trupanion members across various channels, including email, SMS, web, and direct mail. You will collaborate with the Conversion Marketing and enrollment channel teams to create a continuous journey from prospect to member, with a strong focus on member retention. Your responsibilities will include driving member engagement through strategic messaging and cadence across multiple channels, optimizing content for our new member welcome series, and implementing A/B testing for campaigns to enhance member retention. Additionally, you will work across teams to analyze member experience trends and identify opportunities for improvement. The ideal candidate will have a minimum of five years of digital marketing experience, with a strong emphasis on email marketing and content creation. You will thrive in a fast-paced, results-oriented environment and possess a strong collaborative mindset to develop solid working relationships with other teams, ensuring cross-channel success.

Responsibilities

• Support a targeted, cohesive post-enrollment experience for new Trupanion members across various channels including email, SMS, web, and direct mail.
• Collaborate with Conversion Marketing and enrollment channel teams to create a continuous journey from prospect to member, prioritizing member retention.
• Drive member engagement through a strategic approach to messaging and cadence across various channels including email, text, paid media, direct mail, and more.
• Create and optimize content for our new member welcome series, segmented by enrollment channel, member, and pet characteristics.
• Implement A/B testing for campaigns to determine where varied content or an additional communications touch could help improve member retention.
• Work across teams to analyze member experience trends and pinpoint opportunities to improve their experience.

Requirements

• Minimum of 5 years of digital marketing experience
• Email marketing experience required (Marketo preferred)
• Marketing content and copywriting experience required

Nice-to-haves

• Strong self-starter mentality
• Ability to work independently and collaboratively to achieve goals
• Strong collaborative mindset to develop solid working relationships with other teams
• Ability to thrive in a fast-paced, results-oriented environment and adapt quickly to change
• Strong attention to detail
• Ability to balance and support multiple projects at once
• Creativity combined with data-based decision-making

Benefits

• Full medical, dental, and vision benefits at no cost to the employee
• Four weeks of paid time off and 9 paid float holidays
• Five-week sabbatical after five years of employment
• Open, casual, pet-friendly, and fun office environment
• Free medical health insurance for your pet (1 dog or cat)
• Paid time off to volunteer at nonprofit organizations
• Free on-site gym
• Free dog walking services for office pets during business hours
• Free parking
• Paid ORCA cards