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Customer Loyalty Marketing Manager

MIAMI-33012, FL, US
12/15/2020

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Required Skills

B2B marketing

Company

Infinity Consulting Solutions, Inc

Experience

3 to 5 Year(s)

Job Description

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