Marketing Manager, Early Customers

Company Name:
Constant Contact
As Constant Contact continues to grow, engaging and retaining our ever increasing customer base is critical to meeting our goals. As the Marketing Manager focused on Early Customers you are tasked with devising multi-faceted programs and initiatives that get early customers on the right path so they are more likely to stay long-term. In this position, you will collaborate with your colleagues in Customer Relationship Marketing as well as Support, Sales, Analytics, Product/Development and Finance to explore, create, and implement high impact, measurable strategies and programs to increase retention and establish a strong foundation for customers in their first 90 days. In addition to overseeing the Early Customer state, you will also have responsibility for Loyalty across all customer states - strengthening the relationship and emotional bond customers have with our company, and encouraging greater advocacy. As a strategic thinker with strong analytical and tactical execution skills, this high-visibility role will give you the chance to make a significant contribution to the company's revenue and delight-the-customer goals.
Responsibilities:
Develop and leverage an in-depth understanding of the drivers of customer success during the early experience that are associated with long-term retention
Plan and manage compelling, integrated cross-channel campaigns, including:
Plan for measurement and thoughtful reporting on promotion/program success
Work with the creative services team on development of assets
Coordination with stakeholders and other service teams across the organization
Proactively dig into Early Customer metrics to identify new opportunities and root causes of existing issues
Lead tests designed to increase state KPIs
Through close relationships and communication, align with other customer lifecycle state owners to ensure a consistent, positive experience as customers change states
Be the company expert on Loyalty: what it means, what customers wants and needs are relating to loyalty, how we measure it, and how we know if we're successful
Design and manage campaigns and programs through the customer lifecycle that effectively foster customer Loyalty and drive customers to refer
Job Requirements:
Bachelor's degree or equivalent
5-7+ years marketing experience
Strong balance of the qualitative and quantitative sides of marketing, with a mix of left and right brain
Highly developed written and verbal communication skills, tact, assertiveness and business acumen
Proven track record of success in driving measured Marketing programs and tracking
Solid organizational skills and ability to meet tight deadlines in an environment of competing priorities
Ability to create strong internal and external relationships and build an environment around teamwork and collaboration
Strategic thinker with hands on experience and solid attention to detail
Flexible and self-sufficient, a self-starter
Curious and creative thinker who always asks why, and can contribute to innovation
Previous experience building retention programs is desired

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