Director – Customer Marketing

Director – Customer Marketing

Requirements

• Minimum of eight years of B2B customer marketing experience, ideally with experience with brokers and employer benefits.
• Demonstrated strong project management skills with the ability to oversee multiple projects, prioritize effectively, and meet tight deadlines.
• Must be willing to travel seasonally, 10% of the time, to meet business needs.

Responsibilities

• Conduct consultant and member interviews to define customer journey, Jobs to Be Done, message map, and enablement tools to meet business objectives at each stage of the member lifecycle to inform the marketing roadmap and product roadmap.
• Develop a cohesive communications strategy that spans the entire customer journey.
• Develop compelling campaigns and Account Management team enablement toolkits that measurably increase member and consultant Account Management team onboarding satisfaction and increases rates of renewal and product adoption.
• Expand and measure Account Management training programs, building both in-person and video-based content.
• Oversee the launch of a customer advocacy program that identifies member champions, generates 3-5 member case studies a quarter, and informs our commercial and product strategies.
• Implement a member feedback flywheel to track feedback, influence company prioritization, and report back to stakeholders on the business impact.
• Manage team of 1 direct report.
• Manage central repository for all member enablement materials to ensure consistency and accessibility across the account management organization.
• Implement a weekly reporting mechanism to track and analyze engagement and business impact with a goal of increasing future accountability and continuous improvement.

Preferred Qualifications

No preferred qualifications provided.