Senior Audience Marketing Manager at Intercom

Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences. Our AI Agent Fin is the highest-performing AI Customer Agent on the market today, enabling businesses to deliver impeccable, always-on customer support across the customer journey – from service, to sales, to ecommerce. Powered by our own AI models, Fin resolves complex customer issues end-to-end across every channel, with minimal set-up and integration. Fin can also be combined with our natively integrated Intercom help desk for one single system that is designed to meet the needs of modern day support teams. Founded in 2011, Fin became one of the fastest growing companies and remains one of the largest private software companies in the world with nearly 30,000 global businesses using our products to transform their customer support. Driven by our core values, we push boundaries, build with speed and intensity, and relentlessly deliver incredible value to our customers. What's the opportunity? We believe Marketing is undergoing a significant transformation, driven by (1) the changes AI is bringing to product development, (2) the new AI tools at a marketers disposal, and (3) a requirement for marketers to be more technical than ever before. We believe there is a new way of marketing emerging, and we’re hiring marketers to help us invent new and modern ways to market Fin. The Senior Audience Marketing Manager owns the delivery of the audience strategy for key brand activations, events and product moments. This role is responsible for building and growing high-quality audiences, driving engagement, and delivering commercial outcomes for key activations such as Pioneer, Fin Labs, industry events, executive programs, product launches and drumbeat events. The ideal candidate combines strategic planning, campaign execution, audience operations, and cross-functional coordination to deliver ambitious results. They work across tools like Hightouch, Marketo, Intercom, Luma and AI tools such as Claude to design audience journeys, run promotions, orchestrate follow-up, automate production and improve the systems to scale audience growth and engagement. This role is highly strategic and cross-functional. Working closely with Brand Activations, Demand Generation, Field Marketing, Sales, Product Marketing, and Communications, this person delivers strategies to bring our most important events to life, by building and engaging high quality audiences, that result in increased brand awareness and commercial impact. What will I be doing? Audience acquisition for key brand activations - Lead audience acquisition strategy and execution for major activations including Pioneer, Fin Labs, industry events and product launches. - Translate event strategy into clear audience plans, campaign journeys, segmentation logic, and channel tactics. - Build and run multichannel journeys plans across email, paid, web, in-product, community and sales-assisted touchpoints to build and engage audiences. Follow-through and pipeline conversion - Build personalized follow-up programs that extend event and campaign engagement into measurable new business impact. - Identify post-engagement opportunities and operationalize journeys that move prospects and customers to the next best action. - Partner with Sales, Demand Generation and GTM Analytics to surface high-value marketing signals, route priority audiences, and improve event-to-pipeline conversion. Audience operations and campaign infrastructure - Own the operational backbone behind campaign delivery, including audience management, segmentation, journeys, and exclusions across systems like Marketo, Intercom, and Luma. - Manage and improve campaign operations, including building repeatable AI workflows that scale output. - Evolve campaign sophistication and effectiveness through data-backed improvements. - Deliver audience insights that inform and evolve the broader audience strategy. Campaign execution and optimization - Deliver innovative promotion playbooks that leverage owned, paid, third party and community channels to acquire new audiences and exceed engagement targets. - Write, refine, and QA campaign messaging, from promotion to post-event follow-up, with tailored audience-specific journeys. - Coordinate campaign production across Design, Web, Marketing Operations and external partners to ensure high-quality, on-time delivery. - Run experiments and improve campaign performance through testing, segmentation, and better operational design. - Close the loop with reporting and insights, using campaign data to improve future audience growth and engagement. Cross-functional leadership - Partner closely with Brand Activations, Marketing Ops, Field, Sales, Product Marketing, Design, and external agencies to deliver multichannel campaigns.. - Act as a proactive program owner who identifies gaps, proposes solutions, and keeps complex cross-functional work moving with clarity and high standards. Success metrics - ICP and buyer archetype audience growth. - Increased commercial impact of brand activations. - Set and exceed ambitious audience targets. - Increase operational efficiency and accelerate workflows with AI-enabled tooling. What skills do I need? - 5+ years of strong lifecycle, campaign, demand generation, audience or digital community marketing experience, ideally spanning email, in-product, paid, and event-related journeys. - Excellent communicator, across written, verbal and presented formats. - Excellent operator with high attention to detail, strong documentation habits, and the ability to manage many moving parts without losing quality. - Strategic thinker who can turn ambiguous business goals into clear campaign plans and scalable systems. - Strong cross-functional partner who effectively influences both technical and non-technical stakeholders. - Data-driven and experimentation-minded, with a bias toward testing, iteration, and measurable business impact. Benefits We are a well-treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us! - - Competitive salary and equity in a fast-growing start-up - We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen - Regular compensation reviews - we reward great work! - Pension scheme & match up to 4% - Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents - Flexible paid time off policy - Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones - If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too - MacBooks are our standard, but we also offer Windows for certain roles when needed. #LI-Hybrid Policies Fin 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. We have a radically open and accepting culture at Fin. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values. Fin values diversity and is committed to a policy of Equal Employment Opportunity. Fin 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.

Senior Audience Marketing Manager

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