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Customer Journey Optimization Lead
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We are seeking a seasoned Customer Journey Optimization Lead to spearhead conversion rate optimization, customer acquisition, and retention efforts in our Lisbon office.
The ideal candidate will be a strategic thinker with a proven track record of improving touchpoints. They will join our execution team to deliver a comprehensive CRO strategy focused on data-led journey optimization and high-quality conversions.
Key responsibilities include continuously testing hypotheses and improving critical business metrics such as V2T, T2P, NPC, NPC ARR, retention, and churn. The candidate will analyze consumer touchpoints, including human touch, email, in-app notifications, website, landing page data, and conversion funnels.
Collaboration with partners such as MarTech and Demand Gen (free and paid) is essential to optimize conversion rates through A/B testing, multivariate testing, and other optimization techniques. Staying updated with the latest CRO trends and technologies and incorporating them into the company's optimization efforts is also crucial.
The successful candidate will work closely with a team of experience optimization managers, customer journey designers, and other stakeholders to set clear goals, provide education, explanation, and coaching. They will collaborate with 3rd-party agencies/partners and serve as the point of contact with other marketing and business function teams for a cohesive, end-to-end customer experience.
Presenting CRO results and insights to key stakeholders, including the executive team, will be necessary to drive buy-in and support for optimization initiatives. Continuous monitoring and measuring the success of CRO initiatives using tools such as Google Analytics, Amplitude, Gainsight, and Optimizely is also required.
To succeed in this role, the candidate must have at least 3 years of experience delivering data-led, experience-focused customer journey programs that double down on existing well-performing areas and unlock new growth avenues. Strong communication and alignment skills are essential to working with team members, stakeholders, and other departments using data-driven results.
Experience working with a growth-oriented B2B or B2C business and comfort with experience- and conversion-focused journey management and CRO are necessary qualifications. Proficiency in SEO, analytics, and UX understanding, along with superb reporting and presentation skills to senior audiences, are also expected.
A competitive salary ranging from $120,000 to $180,000 per year, depending on experience, is offered. Additional benefits include a value-driven work environment where people come first, flexible working hours, freedom to execute ideas, and lots of room for personal and career development.
Pipedrive is an equal-opportunity employer. We encourage diversity in the workplace regardless of age, gender, race, religion, disability, sexual orientation, gender identity, or veteran status.