Customer Marketing Manager

The purpose of this role is to manage all customer-related communications and deliverables with the main objective of improving and harmonising the customer experience as part of the global marketing team. The role focusses on optimising the customer journey ensuring effective and harmonised engagement across all touchpoints as well as ensuring successful targeting of all relevant customer personas.

The role works with various clusters in the organisation to develop new customer facing deliverables ensuring our communication is always consistent and highly relevant.

Key result areas and main activities

1. Implementation of the customer communications

· Creation of customer communication deliverables in line with defined target personas and optimising all touchpoints across the customer journey
· Ensure deliverables are rolled out and implemented across all markets to create a harmonised customer experience.
· Maintenance of customer comms email planning
· Customer Newsletter content planning and execution

2. Increasing visibility of Certification Seal and leveraging the TEs Brand Awareness for better retention

· Creation and delivery of certification activation sessions (ideation, preparation and implementation for global, guidance for regions)
· Roll out of customer activation tools with the aim of increasing brand awareness and engaging customers and employees (project planning, activation, live event)
o Working with creative team for designs and coordinating localisation of regions
o Delivery of Certification Celebration toolkit and Top Employers Day
· Management of activation platform
· Ensure effective and structured communication of tools/deliverables towards customers
· Delivery of certification announcement touchpoints (certificates, employee video, playbook, seal usage examples etc)

3. Ensuring harmonised customer communications externally

· Support for Commercial Cluster ( sales presentation, renewal presentation, sales collateral, logo slides)
· Support for Certification Cluster (certification guide, programme emails, welcome webinar look and feel, stage videos, certification notification email look and feel)

4. Involvement in Global Projects

· Get involved in new product innovations to represent marketing and ensuring customer communications are harmonised

Company competencies
· Collaboration
· Customer focus
· Global perspective

Leadership competencies
· Courage
· Empowerment
· Focus & finishing

Key success competencies
· Business insight
· Cultivates innovation
· Decision quality
· Plans and Aligns
· Ensures accountability
· Drives engagement

BA/BS in Business, Marketing, or a related field
· Minimum 5-7 years of B2B marketing experience
· Experience partnering with Client Success/Sales teams to coordinate, communicate, and deliver assets and campaigns that resonate with customers along their journey
· A self-starter who excels at multitasking and thrives in a multicultural environment
· Excellent time management skills with the ability to prioritize and shift workload to meet deadlines
· Excellent Communication skills
· Strong stakeholder management skills
· Proficiency with marketing automation systems and CRM (preferably Salesforce & Pardot)
· Located preferable in Europe or similar time zone