About Gelato

Gelato has built the world's largest and most global network for on-demand production of customized items e.g. t-shirts, wall art, mugs, books, hoodies, and cards. We support a new wave of e-commerce entrepreneurs and the global shift towards local and more sustainable production.

We own no assets - we build the software that connects world-class production facilities all across the world. We already have more than 100 production partners in 34 countries. In 72 hours we can reach more than 5 billion people with customized products in a smarter, faster, and greener way.

Gelato is changing the way that customized products can be produced on-demand. We are already empowering thousands of e-commerce entrepreneurs to grow and scale their businesses. With local production, and exact matching of supply and demand, there is no waste and carbon emissions are reduced. 

Together we can increase global GDP by effectively supporting local on-demand production.

What you will be doing

The Customer Lifecycle Lead is a highly visible key role in Gelato. This leader will have the opportunity to facilitate customer-obsessed experiences across the lifecycle of our customers from onboarding to customer growth. The ideal candidate is customer-obsessed, and an expert in analyzing data and research, and has a proven track record  of executing integrated digital  strategies to engage, educate, and retain customers.

The candidate should also have experience working effectively across the customer  lifecycle, including close collaborations with Product and UX, Marketing, Acquisitions and Data Analytics.

Some areas of this role include:

• Responsible for strategising and executing customer lifecycle automation, segmentation, and complex workflow builds to drive engagement, and retention throughout the customer journey
  

• Data Analysis driven strategic initiatives and focus on improving customer engagement and retention metrics

• The role also requires hands-on program management, excellent stakeholder management skills and curiosity to keep learning as we venture into new opportunity areas.
  

• Ability to think strategically about complex challenges and convert insights into straightforward, timely actions.

• Define audience segments and personas, working closely with marketing, acquisition and product teams.

• Research and analyse customer needs and engagement rates at each journey stage

• Define and maintain customer journeys and “moments that matter” across all properties

• Spearhead cross-functional projects to support lifecycle efforts and related product roadmaps.

• Build business cases and advocate for conversion-focused enhancements within Product roadmaps.

Who you are

In order to be successful in this role, you will need to have a start-up mentality. You are committed to excel with energy and endurance while you understand that building a company is hard but satisfying work. You have superior communication skills, high integrity and great attention to detail.

Moreover, we would like to see evidence of the following in your profile:

• 5-7 years experience working directly with customers

• Expert in using data analysis and reporting tools (e.g. Looker, BI, Google Analytics, Amplitude etc.) and in building and managing reports or dashboards within a CRM (e.g. Vitally) to identify customer insights and optimize life-cycle performance

• Track record of solving problems with technology
  

• Experience leading customer insights research, segmentation, personalization, and data and analytics programs to drive actionable findings and business impact.

• You have implemented large-scale changes, designed to improve support customer journey.

• Ability to adapt, change and grow quickly as we build the organization

 What it’s like to work at Gelato

We are a customer-obsessed team with the ambition to change the world by connecting technology to the printing industry and making it much more sustainable. Everyone who joins our team must feel genuinely intrigued and motivated by our mission. We expect a lot. We are a driven team with big goals, so we seek individuals who are genuinely passionate about their work and possess an entrepreneurial spirit. Our culture is unique and we live by our values, so it's worth learning more about our culture and how we work before presenting your application