Overview

About This Role:

Customer Marketing Manager Financial Services

The Customer Marketing Manager Financial Services develops strategies and marketing activities that drive retention, loyalty, advocacy, and growth among the current client base. This role entails handling both marketing programs and client communications to promote usage, inform new product capabilities, help clients understand and maximize use of their contracted relationship elements, and foster engagement throughout the post-sale client journey.

The Customer Marketing Manager Financial Servicesleverages voice-of-the-customer insights and other data as key inputs to understand and improve drivers of client loyalty and renewal. This individual collaborates with customer success, marketing, sales, product,  to hone and execute client campaigns that scale and augment the individual efforts of the account managers.

A new function designed to deliver a world-class customer experience based on customer-obsessed way of thinking and behaving, customer marketing is integral and will be measured on its ability to help us improve engagement, retention, and loyalty and ultimately increase contract value (CV). The Customer Marketing Director will report to the SVP of Marketing and will work in close partnership with the Sr. Director, Communications, and other members of the marketing team.

Job Description:

  • Build/nurture loyalty, thought leadership, and other marketing programs and communications to engage clients
  • Partner with account management, service delivery, demand marketing, field marketing, and communications team to leverage and tailor prospect programs for client audiences.
  • Own the executive advisory council and customer reference programs.
  • Manage customer contact process, frequency, and calendar of messaging (considering product, persona/role, and other factors).
  • Build templated communications for post-sale client journeys for use by customer success and sales teams.
  • Collaborate with marketing team members to infuse customer insight into buyer personas.
  • Leverage events to engage clients in the value of partnering with the client.
  • Create and maintain an ongoing communications calendar designed to orchestrate client outreach supporting multiple needs including engagement/retention, cross- sell, upsell, and research.
  • Measure the customer marketing activities impact on customer growth, retention, and financial outcomes. Communicate these impacts within the organization.
  • Identify cross-sell and upsell opportunities within the customer base in partnership with sales, customer success, product and other marketing teams.
  • Partner with international teams to localize initiatives.

Job Requirements:

  • Eight years previous marketing experience, specifically in customer marketing, sales, or customer success.
  • Proficiency in marketing CRM (e.g., Pardot, Marketo, or similar tool) and with Salesforce.com.
  • A deep understanding and the ability to leverage data and insights in developing marketing plans.
  • Demand creation, both sales-led and marketing-led.
  • Excellence in problem-solving and attention to detail.
  • A goal-oriented, customer-focused leader with strong presentation (both in person and virtually), collaboration, writing, and active listening skills.