Marketing Operations

On this page

Marketing Operations

Marketing Operations (Mktg OPS) supports the entire Marketing team as well as other teams within GitLab. Mktg OPS works closely with Sales Operations to ensure information between systems is seamless and we are using consistent terminology in respective systems.

Tech Stack

For information regarding the tech stack at GitLab, please visit the Business Operations section of the handbook where we maintain a comprehensive table of the tools used across the Marketing, Sales, and Customer Success functional groups.

How-tos & FAQs

Marketing Team OKR Issue Board

To track our Marketing functional group OKRs, we use a team Issue Board.

To create an OKR issue do the following:

When you start working on an OKR, update the label from ‘Not Started’ -> ‘Progressing’. If creating "sub-Issues" related to your META OKR Issue, associate using the 'Related Issue' section.

Merge Requests related to an OKRs should also be associated with the appropriate quarterly Milestone and contain ‘OKR’ & your team label.

Webcast & Event Setup

When creating an event (live or online), webcast, or gated content its important to integrate the campaign across the three main platforms used - Unbounce (landing page), Marketo (Marketing Automation) and Salesforce (CRM). This provides transparency about the event to anyone with access to Salesforce, namely the Sales and Marketing teams.

Instructions to create an event from scratch or clone an existing event can be found on the google drive by searching for "Creating Events/Webcasts Process".

Marketing Expense Tracking

GL Code Account Name Purpose
6100 Marketing Reserved for Marketing GL accounts
6110 Marketing Site All software subscriptions, agency fees and contract work intended to improve the marketing site should go here
6120 Advertising All media buying costs as well as agency fees and software subscriptions related to media buying should go here
6130 Events All event sponsorships, booth shipping, event travel, booth design, event production as well as agency fees and software costs related to events should go here
6140 Email All 3rd party email sponsorships as well as agency fees and software costs related to mass email communications and marketing automation should go here
6150 Brand All PR, AR, content, swag and branding costs should go here

Campaign Cost Tracking

Tracking costs associated with specific campaigns can be achieved by working with the Finance team to create custom tags. These tags can be applied to Expensify reports, company credit card charges, and vendor bills processed by Accounts Payable. Follow the steps below to create and use campaign tags.

  1. Send an email request to the Accounting Manager that includes the campaign name.
  2. Finance will open the tag in NetSuite and Expensify, notifying the requester when the tag is live.
  3. Once the tag is ready to use, update the related issue to notify all stakeholders of the tag and its parameters. Team members can then directly tag expenses when creating Expensify reports.
    • Tagging expenses that are processed by Accounts Payable require Marketing to provide explicit instruction on when to apply tags. Communicate tag application details to Accounts Payable during the normal course of reviewing and approving vendor invoices.

Email Management

Email database management is a core responsibility for Mktg OPS. Ensuring GitLab is following email best practices, in compliance with International spam laws and overall health of active database are all priorities.

Requesting an Email

To request an email, create an issue in Marketing and assign it to JJ Cordz (in addition to whomever else needs to be aware of email). Required request information, please be as complete as possible in providing detail related to the email:

Email Communication Policy

As of 22 August 2017, all email marketing communications are explicit opt-in. Using the Email Subscription Center, users can control their email communication preferences. There are currently 4 email segments.

Email Segments

Database segments and how someone subscribes to specific segment:

Types of Email

Breaking Change Emails
These are operation emails that can be sent on a very selective as needed basis. This is an operational-type email that overrides the unsubscribe and does not provide the opportunity for someone to opt-out. Usage example: GitLab Hosted billing change, Release update 9.0.0 changes, GitLab Page change and Old CI Runner clients. It is very important to have Engineering and/or Product team (whoever is requesting this type of email) help us narrow these announcements to the people that actually should be warned so we are communicating to a very specific targeted list.

Newsletter
Sent bi-monthly (every 2 weeks). Content Team is responsible for creating the content for each Newsletter.

Security Alerts
Sent on an as needed basis containing important information about any security patches, identified vulnerabilities, etc related to the GitLab platform. These emails are purely text based.

Webcasts
Invitation and/or notification emails sent about future webcasts.

Live Events
Invitation emails to attend a live event (VIP or Executive Lunch), meet-up, or in-person training. These emails are sent to a geo-locational subset of the overall segment. This type of email is also used when we are attending a conference and want to make people aware of any booth or event we may be holding and/or sponsoring.

Website Form Management

The forms on about.gitlab are embedded Marketo forms. Any changes to the fields, layout, labels and CSS occur within Marketo and can be pushed live without having to make any changes to the source file on GitLab. When needing to change or embed a whole new form, ping Marketing OPS on the related issue so appropriate form and subsequent workflows can be created.

In the event Marketo has an outage and/or the forms go offline the forms with highest usage/visibility (Free Trial and Contact Us) have been recreated as Google forms that can be embedded on the related pages as a temporary measure to minimize any effect till the outage is past.