Overview
Osdire is an innovative online marketplace connecting freelancers (e.g., designers, developers) with businesses, offering a user-friendly alternative to platforms like Fiverr. With a talented team of developers and designers, we're preparing to launch by 30 September 2025 and are seeking a dynamic Customer Experience Marketing Specialist.
You will be responsible for designing and executing marketing initiatives that enhance the end-to-end customer journey, while also directly managing customer interactions through Intercom. This role bridges marketing strategy, customer support, and experience optimization, ensuring every touchpoint, from acquisition to retention, delivers value, fosters loyalty, and drives growth.
You will work closely with the marketing team to create personalized communications, targeted campaigns, and lifecycle programs that improve engagement, satisfaction, and lifetime value, while actively responding to customer queries and identifying opportunities for improvement or new marketing initiatives.
Core Responsibilities
Customer Journey Marketing
* Map customer touchpoints and identify opportunities to improve experience.
* Develop targeted messaging for each stage of the lifecycle.
Engagement & Retention Campaigns
* Design email, in-app, and content campaigns that drive loyalty.
* Implement customer loyalty programs and re-engagement strategies.
Intercom Management & Customer Support
* Handle incoming customer queries via Intercom with professionalism and empathy.
* Track and categorize recurring questions to spot process or content gaps.
* Proactively identify upsell, cross-sell, and marketing opportunities from customer interactions.
Data & Insights
* Analyze customer feedback, behavior, and engagement metrics.
* Use insights from Intercom conversations to refine campaigns and improve the customer experience.
Cross-Functional Collaboration
* Partner with product teams to communicate new features effectively.
* Work with customer success to address churn risks through marketing outreach.
Brand Advocacy
* Encourage customer reviews, testimonials, and case studies.
* Support community-building initiatives to strengthen brand connection.
Skills & Qualifications
Required:
* 2+ years in marketing, customer engagement, or retention-focused roles.
* Proven experience using Intercom for customer communication or similar.
* Strong copywriting and content creation skills.
* Experience in customer lifecycle marketing and engagement strategies.
* Excellent communication and interpersonal skills.
* Data-driven mindset with ability to analyze campaign performance.
Please note:
Upon interview arrival, candidates will complete a 60-minute digital assessment focused on customer service and marketing principles. Following a short interview with our HR members.
Job Types: Full-time, Permanent
Pay: £27,000.00-£30,000.00 per year
Benefits:
* Company pension
* On-site gym
Ability to commute/relocate:
* Liverpool L3: reliably commute or plan to relocate before starting work (required)
Application question(s):
* Do you require visa sponsorship? provide an exp date if applicable
Work Location: In person