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Customer Engagement and Growth Manager

2 months ago

Englewood, Colorado, United States GOLFTEC Full time
About the Role

GOLFTEC Enterprises is a dynamic and innovative organization that encompasses two leading companies in the golf industry: GOLFTEC and SkyTrak. With a shared mission to help people play better golf and have more fun, GOLFTEC Enterprises is at the forefront of revolutionizing golf instruction and technology.

Position Summary:

The Customer Engagement and Growth Manager will be responsible for formulating and executing strategies to understand and improve SkyTrak's customer base and consumer market. The successful applicant will combine strategy, technology, resources, and initiatives to monitor relationships with existing clients and update accounts and contacts within SkyTrak's internal CRM system. The role will be key in helping drive revenue throughout the customer journey by building relationships with clients to create loyalty and increased customer retention for SkyTrak.

Key Responsibilities
  • Customer Journey Mapping: Build full-funnel strategies that optimize onboarding, activation, and retention of customers throughout their lifecycle to achieve user and revenue growth goals.
  • Customer Insights: Anchor all strategies and recommendations based on in-depth customer journey mapping, and utilize this to influence product development and operational decisions.
  • Marketing Strategies: Develop and execute marketing strategies for marketing, transactional, and triggered campaigns that drive growth, retention, and reactivation of customers.
  • Technical Marketing: Partner closely with engineering, product, data, and agencies to implement technical marketing tech infrastructure for the lifecycle to achieve both short-term and long-term business goals.
  • Content Strategy: Collaborate on content strategy working cross-functionally with our design team to move projects forward.
  • Data-Driven Decision Making: Have a strong understanding of data to use insights to drive continuous and rapid experimentation culture to maximize results.
  • Reporting and Communication: Regularly report on key lifecycle marketing KPIs and campaign performance and drive cross-company communications on results.
  • AB Testing: Establish rigorous AB testing processes to test creative design, content, email cadence, and timing to constantly improve performance.
  • Customer Engagement: Ensure delivery of communications through all available engagement channels throughout the year, during promo periods, etc.
  • Community Management: Help manage the SkyTrak Sim Club community.
  • Cross-Functional Collaboration: Work closely with Social team and Customer Service team to address customer issues and turn every communication into a loyalty opportunity.
Requirements
  • CRM and Market Research: Strong knowledge of CRM, market research, and segmentation.
  • Problem-Solving and Communication: Excellent problem-solving skills, communication, collaboration, and technical skills.
  • CRM Strategy Development: Proven experience in developing and delivering CRM strategies from its conceptualization to successful completion.
  • Relationship Building: Build positive internal and external relationships.
  • Membership and Subscription Marketing: Experience with Membership and Subscription based marketing is a plus.
  • Marketing Automation Tools: Experience with HubSpot, Shopify, and Braze is a plus.
  • Golf Industry Knowledge: A love for golf is a must.
Benefits
  • Company Holidays: Six (6) company observed holidays: New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day.
  • Flexible Time Off: GOLFTEC observes a Flexible Time Off policy for exempt employees.
  • Health Insurance: Health Insurance (Company pays 50% of individual & family).
  • 401(k) Plan: 401(k) Plan available with employer match.
  • Dental and Vision Benefits: Dental and Vision Benefits available.
  • Short-Term Disability: Short-Term Disability (paid for by employer).
  • Long-Term Disability: Long-Term Disability available.
  • Employee Pricing: Employee Pricing on golf lessons and golf merchandise.
  • Continuing Education Allowance: Continuing education allowance of $500 per year.