Senior Manager/Manager, Customer Marketing

Mclean, VA
Jun 13, 2017
Jun 21, 2017
Full Time
Cvent's rapidly growing customer marketing team is seeking an experienced marketer to join the charge in taking Cvent customer marketing to the next level. We want someone who shares our passion for customers and has a "customer-first" marketing perspective. As a customer marketing senior manager, you will be obsessed with analyzing what makes customers renew and using customer feedback to guide Cvent's customer retention strategy. You will gather customer feedback by talking to customers directly, conducting customer satisfaction and win/ loss analyses, and collecting relevant feedback from client service and account management teams. You will manage and execute customer engagement marketing programs to key customer segments. Your success relies on your ability to manage multiple projects and influence organizational change on behalf of customers.Job Duties and Responsibilities:* Create an internal center of excellence for customer research and insights that defines and shapes the customer retention strategy.* Develop and execute integrated marketing plans to drive engagement and participation in customer programs.* Work cross-functionally with internal and external teams (Creative, Marketing Operations, Client Services, Account Management etc.) to drive retention program execution* Build and expand on voice of the customer programs to collect and communicate customer feedback across the organization about changes to put in place based on customer feedback.* Act as a liaison to other functions that require other types of customer research (eg customer experience, usability testing, service transaction surveys, research and development).* Focus on defining target segments, designing multi-channel strategies, and identifying key messaging.* Proactively work with client services and account management teams to develop at-risk customer and customer advocacy programs* Measure and report on key business metrics and conduct customer marketing analyses including: customer satisfaction, customer current and lifetime value, wallet share, at-risk or customer churn, as well as the customer's willingness to evangelize on our company's behalf.* Proactively work with client services and account management teams to develop at-risk customer and customer advocacy programs* 10-15 years of total marketing experience in B2B marketing, customer research, retention or loyalty marketing* Strong practical experience creating and executing voice of customer programs, NPS, win/loss research, new product, and/or brand research methodologies.* Strong marketing experience creating and executing multi-channel marketing campaigns* Experience developing marketing programs to drive customer engagement and retention. Advocacy marketing experience a plus.* Demonstrated ability to lead projects to completion across multiple divisions* Excellent communication, leadership, problem-solving and analytical skills* Experience with, Marketo; Experience with Influitive a plus.* Education: BA/BS required in Marketing, Communications, Business or related field. MBA a plus.* Experience working in a fast-paced environmentEEO[/AA]Minorities/Females/Disabled/VeteransCvent maintains a drug-free workplace

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