Tag: Account Management

As a marketing professional, I’ve experienced various identity crises in my journey. Initially, I was just a channel expert, then an integrated marketer, and eventually evolved into roles like growth and performance marketing. And then, AI became a buzzword that sneakily entered everyone’s job description.

Now, I find myself stepping into the era of the full-stack marketer, especially as a media leader. It’s strikingly similar to adopting a product management mindset.

Don’t worry, this doesn’t mean writing Jira tickets for fun (though some of us might enjoy it). It actually signifies that the most successful media leaders will not just focus on campaign optimization. They’ll take ownership of outcomes, foster cross-team connections, and holistically enhance the entire user experience, from first contact to final conversion and beyond.

In the sectors I’ve engaged with, especially those with extensive consideration cycles and rising acquisition costs, the link between marketing performance and the user experience is evident.

Let’s explore what spurs the rise of the full-stack marketer, what it truly means to “think like a product manager,” and why this mindset is essential for media leaders today.

What is a full-stack marketer, anyway?

From my perspective, a full-stack marketer knows the importance of how various elements mesh together, rather than trying to juggle everything solo, which inevitably leads to burnout.

Reflecting on my career, truly impactful media decisions are never born from expertise in a single channel. Instead, they stem from a broad fluency, inclusive of:

• Media and channels: Understanding paid search, paid social, SEO, email, SMS, and staying abreast of upcoming trends and platforms.
• Creative and messaging: Grasping what resonates, where, and why.
• Data and analytics: Diving beyond dashboards by asking insightful questions.
• UX and CRO: Identifying friction, intent, and behavior patterns.
• Technology and platforms: Utilizing CRMs, CMSs, automation tools.

The full-stack marketer’s goal isn’t to become an all-knowing expert in every facet. Instead, we aim to gather sufficient knowledge to connect insights and make informed decisions by consistently zooming out and then zooming in whenever necessary.

Why media leaders are evolving into product thinkers

As I reflect on my earlier career, media leadership often revolved around meeting CPA targets and efficiently allocating budgets. These metrics mattered, and they still do.

Yet now, the landscape demands tackling larger, more complex questions like declining conversion rates or mysterious pipeline drop-offs, which oftentimes are product questions by nature.

Product managers focus heavily on the comprehensive experience — the user journey, friction points, trade-offs, and ultimate outcomes. Adopting this mindset encourages media leaders to view campaigns as part of a larger ecosystem, influencing our decision-making significantly.

Media doesn’t live in a vacuum

Marketing performance isn’t isolated. In many sectors, particularly those with extended decision cycles, a click represents merely the beginning of an intricate journey.

Industries such as financial services, healthcare, and education involve buyers moving through nonlinear paths, impacted by numerous interactions. This scenario is where the full-stack mindset becomes crucial.

Example 1: When media isn’t the problem, the experience is

I’ve frequently heard the claim “The platform is getting more expensive” when performance metrics drop. But as a product-minded media leader, I delve deeper into possible reasons, asking:

• Has the conversion path recently changed?
• Were additional steps or fields introduced?
• Is mobile traffic directed to a non-responsive desktop?

In numerous instances, I’ve observed promising intent followed by a sharp decline at the conversion breather, a sign of a flawed product experience rather than a media issue.

For example, in higher education, potential students exhibiting strong intent may encounter roadblocks due to lengthy or unclear application processes. This often has less to do with the marketing campaign and more with the experience provided.

Here, the role of a full-stack marketer is to highlight these challenges, bring data insights to the table, and work cross-functionally to tackle and resolve these issues.

Example 2: Different audiences, different ‘products’

One vital product lesson is that not every user is the same, and thus, shouldn’t be lumped together.

Different audiences possess distinct motivations, risk profiles, and decision timelines. Viewing them as a homogenous group often leads to mediocrity.

I’ve discovered industries like healthcare — where patients, caregivers, and referring providers require individualized approaches — are perfect examples. Similarly, in financial services, decisions vary greatly depending on the individual’s life stage and goals.

A full-stack marketer tailors their media strategy, from messaging to channel selection, understanding that product-market fit is key, not just audience targeting.

Example 3: What happens after the conversion

A common blind spot in media strategies is post-conversion tracking. Product thinkers probe into the depths of:

• How prompt and personalized the follow-up is.
• Whether the messaging aligns with campaign promises.

I’ve witnessed enhanced performance with simple changes like improving lead response times or ensuring follow-up messages match campaign intentions.

Healthcare stands out in illustrating these principles, showing how vital immediate follow-up and aligned customer experiences can be across workflows.

Thinking in roadmaps

Roadmap thinking — prioritizing initiatives by impact — is another core aspect of product management. Similarly, full-stack media leaders prioritize marketing efforts accordingly.

Instead of pursuing every new shiny channel, we focus on sustainable progress, often by mapping out phases, such as:

• Phase 1: Optimize mobile app UX.
• Phase 2: Launch program-specific landing pages.
• Phase 3: Integrate audience-centered creative content.

Data fluency: Asking better questions

Product managers don’t merely view metrics at face value; they challenge them. Being similar in nature, media leaders should mirror this approach, asking:

• “Which segments convert faster?”
• “How does performance vary across regions or stages?”
• “Are engagement signals reflecting readiness or curiosity?”

In higher education, for example, dissecting performance by program or brand intent helps sharpen our strategies, turning data into actionable insights.

Collaboration is the new superpower

Full-stack marketers are naturally collaborative. In education, achieving success requires coordination across various departments including admissions and IT. In this role, we don’t just fulfill requests; we help partners navigate choices and establish shared objectives.

Translating data into actionable narratives becomes part of our collaborative toolbox and is essential in breaking down silos.

So, what does this mean for tomorrow’s media leaders?

The rise of the full-stack marketer doesn’t mark the end of specialization. It’s about seeing the broader structure rather than just optimizing single elements.

In my view, tomorrow’s media leaders should:

• Understand the business driving their campaigns.
• Think beyond their specific channels.
• Advocate sincerely for user experiences.
• Use data thoughtfully for influence.
• Embrace change and unpredictability.

In industries where trust, timing, and transformation are integral, this mindset is vital. Marketing is about more than just campaigns — it’s about guiding pivotal life choices. If you feel like your media leadership role is expanding, that’s because it is — and rightfully so!

Inspired by this post on Search Engine Land.