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Customer Loyalty Marketing Manager

  • Location: Miami, FL
  • Job Type: Right to Hire
  • Ref No: 20-04225
  • Date: October 16, 2020
  • Job title:

Job Description - Customer Loyalty Marketing Manager

The role partners with growth marketing, product marketing, regional marketing, sales and customer success to create customer marketing plans that deliver maximum impact through a combination of tailored global and new market specific activities.

Roles/Responsibilities:

  • Plan, develop and manage an integrated and global customer loyalty program and strategy. This will include strategy, coordination, execution, measurement and program status reporting.
  • Measure the impact of customer marketing activities on customer growth, retention and financial outcomes, and communicate these impacts to the rest of the organization
  • Leverage knowledge of customer segments to manage customer interactions including online/offline communities, events, customer advocacy boards, user groups and executive roundtables.
  • Coordinate customer contact processes and cadence to ensure appropriately sequenced requests and appropriate frequency.
  • Develop, qualify and build a customer reference repository and ensure customer reference processes are accessible and communicated through the Sales function.
  • Manage customer communications including, customer feedback, email, direct mail and events that align to the customer marketing strategy.
  • Lead and coordinate loyalty campaigns to drive and track referrals, references, testimonials, reviews, surveys, product feedback and social shares that align to customer marketing plans and goals.
  • Orchestrate and lead ongoing account check-ins with account executives to ensure goals stay on track, and discuss upcoming account requirements and modifications
  • Partner with professional services, marketing, support and sales to identify cross-sell and upsell opportunities within the customer base
  • Provide documented processes and education to customer success management teams on the role of customer marketing within the existing customer base
  • Coordinate and connect loyalty programs and activities with external partners that influence the existing customer base
  • Identify internal and external resources for use in customer marketing execution; manage agencies, vendors and internal teams to deliver against plans, budgets and timelines.
  • Own elements of the database of existing customer accounts and the accuracy of data within them
  • Serve as a liaison to other functions that require customer insights
  • Support the development of customer journey mapping, buying roles and personas
  • Partner with product marketing to create sales tools for the customer audience
  • Assist with other customer marketing programs and events as needed in support of the Customer Marketing team charter.

Background/Experience:

  • Bachelor’s degree and 4+ years in B2B marketing including customer marketing experience.
  • 3-5 years of industry relevant experience

 




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