Join the revolution in hospitality tech!
Liven is a leading global data, technology, and customer experience provider for the hospitality industry. From humble beginnings, we have grown to serve over 6,000 venues and millions of diners across Australia, the USA, and Southeast Asia, processing over 120 million transactions worth more than $3 billion (AUD) annually.
Our platform is designed to help hospitality businesses save more and work smarter by integrating all operational aspects—from ordering to back-of-house operations to payments. Our passion for hospitality drives us to continually innovate and enhance the industry with AI-enriched data insights and automated process management.
Key Milestones:
- Expansion: Acquired OrderUp, Abacus, Zeemart, and Copper, forming Asia Pacific’s largest end-to-end group in hospitality technology.
- Global Reach: Headquartered across major cities including Melbourne, Brisbane, Sydney, Singapore, Bali, Jakarta, New York, and India.
Join us in revolutionising hospitality with best-in-class software, services, and hardware to maximize profitability and operational efficiency.
Here’s a quick glimpse of Liven:
About the role
The Marketing Engagement & Automation Lead - Active Campaign plays a crucial role in helping our customers maximize the potential of Liven Engage and Active Campaign platforms. This position is responsible for overseeing customer onboarding, campaign customization, and automation, while providing strategic advice on improving marketing performance. You will collaborate closely with internal teams and customers to create tailored solutions that align with business objectives and enhance customer satisfaction.
What you'll do
- Customer Onboarding & Integration: Lead the onboarding process for new clients, ensuring seamless integration of Liven Engage/Active Campaign with their existing systems and the Liven One stack.
- Workflow & Automation Design: Develop and customize workflows, campaigns, and automations to meet specific customer needs and business goals.
- CRM & Data Management: Implement best practices for data management and assist with large-scale CRM database migrations.
- Training & Documentation: Provide comprehensive training and create clear documentation to ensure clients fully understand and utilize the platform's features.
- Customer Support: Offer first-line support for Liven Engage clients, troubleshooting technical issues and escalating complex cases when necessary.
- Strategic Consultation: Collaborate with customers to understand their business objectives, providing strategic advice to optimize marketing automation, CRM strategies, and campaign performance.
- Sales Collaboration: Work closely with the sales team during the pre-sales process to assess client needs and propose tailored solutions, highlighting the value of Liven Engage.
- Upsell & Cross-sell Opportunities: Identify opportunities to upsell and cross-sell additional features, services, or products that enhance the customer experience.
- Product Collaboration: Partner with the product team to prioritize feature development based on customer feedback and contribute to the continuous refinement of the white-labeled Active Campaign solution.
Qualifications
- 2+ years of experience with Active Campaign in a support, solutions, or implementation role
- 5+ years of experience in marketing automation, with a proven track record in client implementations and customer support.
- Strong problem-solving abilities with the capacity to analyze customer needs and create effective, tailored solutions.
- Excellent communication skills (both written and verbal), with a focus on delivering customer satisfaction.
- Ability to work cross-functionally with product, sales, and other teams to deliver customer-centric solutions.
- Proficiency in tracking ROI and using data to report on key metrics, comfortable with numbers and performance analysis.
- Demonstrated discipline in task management and communication.
Good to Have
- Experience in Point of Sale (POS), Hospitality, or Fintech industries is highly preferred.