Senior Customer Marketing Manager

KeapinChandler, AZ

The Role

As a member of the Communications team, you will report to the Director of Corporate Communications and work very closely with Product Marketing, Customer Success and Product Development to build a customer-centric, lifecycle marketing strategy and brand experience that creates happy, engaged customers who get more value from our product, stay longer, buy more add-ons and spread positive WOM about Keap to other small businesses.

Responsibilities

  • Develop a multi-channel customer lifecycle strategy to drive product usage, sentiment, retention, cross-sell and advocacy, e.g. automated onboarding programs for new customers, and behavior-based training programs for customers with low product usage or at-risk behavior profiles.
  • Create and manage our customer segmentation strategy, including primary segment definition, data capture/integrity, list selection tools
  • Own customer communication needs across the business, including formal (nurture) subscriptions, growing subscribers, and managing customer communication needs for all internal stakeholders (product updates, surveys promotions, updates, etc)
  • Create personalized customer journeys by utilizing data and primary customer research to identify needs and goals of discrete customer segments.
  • Utilize analytics to maximize results and learning from programs. Define success metrics & develop dashboards.
  • Bring a deep understanding of customers minds and hearts to life through compelling acquisition program customer engagement programs across various digital channels.
  • Identify requirements for new unified communication strategy, maximizing impact from various channels (in-app, email, SMS, etc.) and collaborate with Product Development and Customer Success to develop and roll out.
  • Create and own customer advocacy by identifying and targeting happy customers for opportunities such as testimonials, reviews and referrals.

Expertise

  • 5+ years of customer or retention marketing experience
  • Experience with SaaS with a focus on the small business market strongly preferred.
  • Deep understanding and empathy for customers and expertise in primary customer research techniques.
  • Strong lifecycle marketing experience and skills necessary to drive entire strategy for multiple customer segments across all available channels.
  • Excellent quantitative skills, experience in developing dashboards, ad-hoc analysis and visualization tools and/or SQL preferred.
  • Proven track record of developing and implementing test and experiments.
  • Ability to both lead strategy and execute on day-to-day initiatives is important. Individual should be willing to "go the extra mile" for customers and other Keapers.
  • Have strong communication (written/verbal), presentation and facilitation skills
  • Well-rounded interpersonal skill set
  • Highly self-motivated, self-starter able to work independently

About Keap

In 2001, Keap (formerly Infusionsoft) pioneered the sales and marketing automation category for small business. Today, Keap is the #1 CRM platform in its category. We're 400+ strong and seeking talented and intelligent people to help us on our mission of helping grow small businesses worldwide.

This position is located at our Chandler, AZ office at 1260 South Spectrum Blvd. Chandler AZ 85286

At Keap, we celebrate diversity and inclusion for the benefit of our employees, our products, our community, and to help small businesses succeed. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, marital status or any legally protected status.

To Apply

https://keap.com/about/careers/1881033-senior-customer-marketing-manager?gh_jid=1881033

Candidates only! It is NOT OK for recruiters or others to solicit this company.

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