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Director, Customer Marketing

4 months ago

Denver, United States Alvaria Inc Full time
Job DescriptionJob Description

Company Overview:

Alvaria is a leader in contact center infrastructure and workforce optimization software. We make technology that empowers connection between teams and customers. As we further develop our SaaS offering and expand our market presence, we are seeking a talented and strategic Marketing Program Manager to join our team.

Position Overview:

The Director of Customer Marketing is a strategic and creative leader responsible for developing and executing marketing strategies that enhance customer engagement, retention, and advocacy. This role requires a deep understanding of customer needs, lifecycle stages, and the SaaS business model to create compelling campaigns and programs that drive customer success and loyalty.

Key Responsibilities:

  • Creating customer marketing programs and campaigns to increase customer lifetime value, such as cross-sell/upsell initiatives, loyalty programs, referral campaigns, and customer advocacy efforts
  • Developing and managing customer communication strategies across various channels (email, social media, events, etc.) to nurture relationships and provide a consistent brand experience
  • Conducting customer research and gathering insights to understand customer needs, behaviors, and preferences, which inform marketing tactics and messaging
  • Collaborating with product marketing, sales, and customer success teams to align customer marketing efforts with product roadmaps, sales strategies, and customer experience goals
  • Overseeing the creation of customer-focused content, such as case studies, testimonials, and educational materials, to support marketing and sales enablement
  • Analyzing customer data and metrics (e.g., engagement, churn, NPS) to optimize marketing efforts and identify opportunities for improvement
  • Building and managing a customer community or advocacy program to foster engagement, gather feedback, and leverage customer advocates as brand ambassadors
  • Developing customer marketing strategies and plans aligned with overall business objectives and revenue targets
  • Hire, lead and mentor a team of customer marketing professionals

Qualifications:

  • Bachelor’s degree in Marketing, Business, or a related field
  • 8+ years of experience in customer marketing or a related role, with at least 3 years in a leadership position.
  • Proven track record of developing and executing successful customer marketing strategies in a B2B SaaS environment.
  • Strong understanding of the SaaS business model and customer lifecycle.
  • Excellent communication, presentation, and interpersonal skills.
  • Ability to analyze data, generate insights, and make data-driven decisions.
  • Strong leadership and team management skills.
  • Experience with marketing automation and CRM tools (e.g., HubSpot, Salesforce).