Are you a creative Customer Marketing Manager who thrives in an environment focused on team, fun, passion & personal development?
Enable Futures are operating as an employment business on behalf of its client and recruiting for a permanentCustomer Marketing Manager to work remotely from home based in the South West,England with the clients office based near Taunton, Somerset. You may be based two hours commute from Taunton, possibly nearer to Exeter or Bristol and keen to work remotely with a monthly visit to the office. You will join a global market leader in Tech & Software Applications, previous experience within this sector isn’t necessary!
Role Purpose: To help marketing and sales meet business objectives through customer advocacy initiatives. Working directly under the management of the Marketing Officer, and very closely with senior management, product management and customer success teams, you will be responsible for ensuring the brand keeps a competitive edge, work alongside theCSMs to delight and engage customers, building stronger relationships and making sure their customers realise the true value of their products and services.
You’ll also identify product strengths and weaknesses through customer communications as well as responsible for identifying avenues where their customers can take further advantage of products and services that will generate cross sell and upsell opportunities for sales and CSM teams. And of course, a significant focus on increasing customer advocacy, loyalty and retention.
Furthermore, you’d leverage the customer relationships to bridge communications across the business, supporting sales and marketing efforts and collaborating with other departments to create an incredible customer experience.
The working hours are 9.00 am - 5.00 pm Monday –Friday, remote working based. The office is available to use when and if you would like to. The annual salary is circa £30,000 - £50,000 PA dependant on experience.
Build rapport with customers to increase renewals, referrals, and cross-sell and upsell opportunities.
Lead and manage customer engagement and communication programs, such as in- person/virtual events, workshops, annual conferences, awards programs, onboarding and ongoing nurture campaigns.
Connecting with customers to ensure continued education and success throughout the relationship lifecycle.
Develop and manage a customer lifecycle campaign(engagement and advocacy programs) and work with marketing to implement, continually recruiting new customer advocates.
Develop and manage a library of customer case studies, references and testimonial quotes in collaboration with CS (interview customers, collect testimonial quotes, craft copy, collaborate with design and manage through to completion, including video) and identify key customers that can act as a marketing channel through case studies, speaking opportunities, etc.
Manage annual/biannual/quarterly customer satisfaction surveys to drive change throughout the organisation.
Create special marketing content for customer success to help retain at-risk customers.
Provide product feedback given by advocates to theProduct Management team.
Have an awareness of industry trends that can help drive thought leadership, product development and improved customer journeys.
Feed into the Ideal Customer strategy of the company based on success and churn within the customer base, so the company is always refining and evolving our target market.
Bachelor’s degree with emphasis on communications, marketing, and business.
Previous Customer Service, Customer Success, orAccount Management experience.
Ability to write effective copy is a necessity; graphic design capabilities are a plus.
Technical knowledge of the latest digital marketing tools and channels, including Customer Relationship Management platforms and marketing automation platforms (preferably Salesforce and/or HubSpot).
Experience of Customer Success and Customer Journey software (Gainsight, Churn Zero) is a plus.
Experience creating and executing marketing campaigns and programs that drive customer engagement and advocacy.
Familiarity with B2B marketing, lead generation, and sales processes.
Strong passion for serving and understanding customers.
Interpersonal skills to help nurture customer relationships and work with cross-functional teams.
A seasoned storyteller with the ability to weave the story from the buying phase through to the customer phase.
Incredibly creative marketing and communication skills.
Analytical skills to determine marketing effectiveness and ROI of customer engagement efforts.
Strategic thinker that can see beyond the day-to-day grind to help reach marketing and sales goals, create a stronger brand, and improve the customer experience.
Working Hours 9-5, M-F
Remote Working from the South West
21 Days holiday, increasing 1 day for each full year up to a max 5 additional days
Pension matched 5% contribution