Senior Manager, Customer Campaigns & Lifecycle MarketingDublin, IrelandIntercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always‑on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent.Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.What's the opportunity?Lead a high‑performing Customer Campaigns & Lifecycle Marketing team. This team manages all customer marketing communications, with a goal of driving more adoption and usage of Fin—our AI agent—and mature usage of Intercom—our helpdesk product. As lead, you’re accountable for overall team performance.You’re responsible for the delivery of an excellent customer experience for current customers and you’re the gatekeeper of our customer messaging across in‑product channels and email.You’ll lead customer communications for product launches, events and product changes.This role spans across the customer lifecycle: Conversion, Activation/Onboarding, Usage, Maturity, Expansion, Churn mitigation. You’ll also be responsible for implementing and overseeing the platforms/tooling stack we choose to use.You’ll work with multiple senior stakeholders across the Growth, Product Marketing, Demand Generation, Sales and Customer Support teams.What will I be doing?Leading a team of 3-4 highly autonomous individual contributors, focused on different projects, different company initiatives/objectives and supporting different internal teams.Implementing a significant customer marketing campaign tool overhaul to improve the capabilities of the Customer Campaigns & Lifecycle Marketing team in the AI era.Fostering a team culture that is focused on Intercom values, being an AI native marketer and quickly delivering 2x output, leading by example.Building relationships with senior stakeholders across key business areas: Growth, Product Marketing, Demand Generation, Sales and Customer Support teams – to ensure Customer Campaigns & Lifecycle Marketing are aligned and delivering to the company objectives and to the standard expected.Maintaining a high bar for quality of everything the team delivers – copy, design, data, targeting etc. Providing direct feedback and holding the team to excellence.Managing overall team results and performance, ensuring sufficient and robust measurement, sharing learnings, acting upon them and reporting to key stakeholders on project results and future team plans.Ensuring the efficiency of the team, confidently investing in the right things, managing team roadmap/planning and project prioritization.Being proactive, spotting opportunities and problems before they impact the business, driving your own roadmap of work without waiting to be asked.Viewing work through a business performance perspective, applying a growth or revenue lens to the priorities.What skills do I need?7+ years experience in customer marketing/campaigns experience, working across Conversion, Activation/Onboarding, Adoption and Expansion.An AI‑first approach to marketing: proficient in AI tooling, including Claude Code experience. Demonstrated usage to build strategy, develop and deploy campaigns and to measure performance, with clear evidence of speed and quality gains.3+ years experience leading a team and mentoring team members.Experience in the B2B SaaS, tech or AI industry.Extremely proactive with little guidance from leadership.Very strong stakeholder management, with a track record of successful partnerships with Product/R&D, Sales, Customer Success and other Marketing teams on initiatives that drive revenue and growth.Knowledge of the Intercom platform and Marketo, implementation of new Marketing Automation tools, working with Ops and external teams to deliver projects. Experience with multiple marketing automation/email platforms is a bonus.A team player who lives the Intercom values, laser focused on Success, with a high bar for quality and known for speed of execution.Thriving in ambiguous situations, creativity and problem solving.Strong quantitative orientation, comfortable with spreadsheets or working with analytics, RAD or Finance teams.BenefitsCompetitive salary and equity in a fast‑growing start‑upWe serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchenUnlimited access to Claude Code and best‑class AI tools; experimentation & building is encouraged & celebrated.Pension scheme & match up to 4%Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependentsFlexible paid time off policyPaid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved onesIf you’re cycling, we’ve got you covered on the Cycle‑to‑Work Scheme, with secure bike storage tooMacBooks are our standard, but we also offer Windows for certain roles when neededHybrid Working PolicyIntercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.Equal Employment OpportunityIntercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.
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