Customer Marketing Manager - Lyon, France - Thomas International UK Limited
il y a 1 semaine
Description
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About the Company
Thomas International are a leading global talent assessment platform provider.
For 40 years, we have been using our suite of scientifically valid psychometric assessments and in-house training portfolio to provide technology driven solutions to ensure our clients recruit, develop, manage and engage their workforce as effectively as possible.
We own our businesses in the UK, France, Belgium, Netherlands, South Africa, Australia, Hong Kong and Malaysia with circa.200 employees and have developed an extensive distribution model for our assessments and, as a result, we sell to over 50 countries worldwide.
The company received private equity investment in February 2018 and is on an accelerated and ambitious growth plan.This will be achieved through a transformation of our online products via our new Thomas Assessment platform, launched in late 2020.
We will continue to build upon our combination of science, data and technology, delivered via a SaaS approach that is disruptive in challenging the existing solutions in the market.
About the Role
Working with the Director of Demand Generation and wider Marketing and Customer Success teams, our Customer Marketing Manager will create, manage, deliver and report on customer marketing programs designed to deliver an exceptional customer experience and drive expanded revenues from our global customer base.
The Customer Marketing Manager is a ?hands on? role to support the delivery of measurable and scalable communication campaigns covering every aspect of the post-acquisition customer journey, from onboarding through to renewal and expansion.
Working in close collaboration with partners in Customer Success, Sales and Regional Marketing teams, the role will be responsible for ideating, building, executing, and tracking the outcomes of global and regional customer programs that underpin the target customer experience.
Responsibilities
- Plan, develop and execute the customer marketing strategy globally
- Measure, optimise and report out on the success of customer campaigns
- Measuring/tracking revenue resulting from Customer Marketing efforts to optimise Return of investment
- Strategy: partner with Customer Success (CS) define a community marketing strategy, one designed to commence build of an engaged community of users with activities to bring it to life
- Community Champion: be the face of the community, whether online or at physical events, and evangelise about what the community can do to help our audience
- Community Evangelists: identify community leaders and empower them to add more value to the community, share stories, advocate.
- A maniacal focus on the experience, success and resulting advocacy of current customers
- Educate customers about our products and services including to support product launch & adoption goals
- Deliver programs to create and leverage a dynamic community of referrals and advocates within the customer base
- Create connections with customers (engagement) to gain referrals, impact renewal rates, increase customer satisfaction and NPS scores
- Collect customer feedback via CSAT and NPS surveys and relay to product and CS teams
- Manage annual/biannual/quarterly customer satisfaction surveys to drive change throughout the organisation
- Manage consistent messaging and optimise communication touchpoints across the global customer base through inapp, digital and offline channels
- Utilise product usage and customer propensity data to identify opportunities for crosssell and upsell communications, increasing loyalty and retention
- Drive and manage customer engagement and communication programs, such as inperson/virtual events, workshops, annual conferences, awards programs, onboarding, and ongoing nurture campaigns
- Manage and expand a library of uptodate customer success stories for use across marketing, PR and sales channels
- Develop a customer lifecycle campaign framework and work with marketing operations to implement
- Create specialised marketing content for account management/customer success to help atrisk customers with targeted training and support resources
Requirements:
- Demonstrable experience in communications, customer marketing or a related field
- Experience of working within a community strategy for a Business 2 Business (B2B) company
- Experience with CRM, digital and B2B marketing, marketing automation
- Experience creating and executing marketing campaigns and programs that drive customer engagement and advocacy
- Familiarity with B2B marketing, lead generation, and sales processes
- BA/BS degree or equivalent working experience
- Strong writer and content creator
- Good timemanagement skills
- Ability to multitask
- Excellent interpersonal and communication skills
- Criticalthinker and problemsolver
- Creativity to develop
