Customer Journey Marketing Manager
1 month ago
We’re looking for a highly-talented Customer Journey Marketing Manager to join the Customer Experience team. In this role, you’ll be responsible for working with highly cross functional teams from across the business to design and map data-driven Customer Journeys that will drive key business outcomes for both our customers as well as our organization.
As a Customer Journey Marketing Manager, you’ll partner across marketing, sales, customer success, partner and product teams to deliver innovative ways to support initiatives aimed at delivering best-in-class experiences for customers that increase lifetime value and reduce churn. You will use your blend of analytical, data-oriented, and business minded skills to create cooperative frameworks that allow and encourage other teams from across the company to collaborate in creating best in class Customer Experiences.
This position reports into the Sr. Manager, Customer Experience Marketing. We’re looking for someone to join us immediately.
Contract Duration: 12-Months
Required Skills & Experience Bachelor’s degree preferred or equivalent work experience required. 8+ years of proven work experience in customer experience, customer lifecycle, or similar role (preferably in a B2B SaaS environment). Experience in the end-to-end design, development and management of global marketing programs, strategies and/or processes. An analytic mindset and skills to measure performance with a data-driven approach to decision making. A deep understanding of customer segmentation and how various marketing channels compliment each to support successful omnichannel campaigns. Ability to analyze what’s working and what’s not and directing teams to maximize effectiveness. Excellent interpersonal skills, ability to build strong relationships and partner across teams.
What You Will Be Doing
Daily Responsibilities Research, design, and develop complex Customer Journeys that span multiple channels and phases of the customer lifecycle. Develop a deep understanding of our customers and their behavior to create strategic plans designed to accelerate product adoption, app marketplace integration installations, and cross sell. Lead and collaborate with teams across our client from CS to Product, to Analytics and Creative to design and deliver the best possible customer experiences. Understand our client’s current data and MarTech stack and help identify where gaps or opportunities exist to enable more impactful and efficient customer journeys. Use analytics and customer insights to design and optimize adoption and integration initiatives and touch points that support customer retention, leading to overall customer growth. Be proactive in measuring and evaluating performance and adjust strategy as needed to drive business outcomes, presenting results, recommendations and next steps.
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