Director, Customer Programs

Tysons Corner, VA
Mar 14, 2018
Mar 15, 2018
Executive, Director
Full Time
The Director of Customer Programs responsibilities include all those of an Engagement Marketing Manager with additional responsibility and ownership of more-complex engagement programs and strategy. The Director of Customer Programs will be responsible for managing our overall customer engagement, including driving customer use cases, videos, speaking opportunities, and ensuring a proactive and positive relationship. This individual will be expected to drive overall customer engagement and life-cycle program strategy and end to end customer experience. This role will lead program collaboration across all departments including Marketing and Sales. Your Focus: · Strategy and Planning · Sets goals, budget and the go-to-market strategy for customer engagement programs. · Builds and drives the program execution strategy and plan. · Works with cross-functional stakeholders and marketing operations to define the end- to-end customer experience across email, digital, in-person and web experience. · Leads the orchestration of all execution components, including cross department coordination (marketing, services, sales, partners, etc.). · Leads global collaboration for the initiative with regional counterparts · Initiative Performance and Optimization · Defines success metrics including KPI's across all areas of the programs. · Owns performance metrics, including dashboard and reporting and drive the learning and feedback loop for the program optimization across content and execution. · Team Communication and Project Management · Responsible for team communications of project plans and execution. · Cross-functional teamwork - Work with Creative, Marketing Operations, Analyst Relations, Field Marketing, Events, Product Marketing and Sales teams to deploy effective engagement programs. · Delivers executive presentations on program plans, creative reviews and results. · Regular, predictable job attendance · Build and maintain strong relationships with a diverse set of internal and partner constituencies, including creative, legal, finance, support, sales and marketing experts Qualifications Required Experience and Skills: Motivation, Innovation, Passion, Integrity, Teamwork, Customer-Focus You should also bring the following: · Energy and Creativity. Strategic marketer who is inquisitive and pro-active in terms of ideas and innovation. Sees the bigger picture and prioritizes accordingly. · Leader. Driven leadership skills that can remove obstacles, make decisions and execute. · Excellent Communication. Excellent people skills especially working to align functional teams and multiple stakeholders. Excellent written and verbal communication skills · Go-Getter. Ability to simultaneously manage multiple projects and tasks · Relentlessly High Standards. Detail-oriented and deadline-driven · Highly Technical. Strong PC-based computer skills; proficient with MS Office Suite · Experienced. 5+ years' experience in program management, with at least 2 years managing large-scale integrated customer engagement programs. Experience with subscription or SaaS based company preferred. Experience with customer engagement or CRM marketing · Educated. BS/BA degree in marketing or equivalent related experience.

Similar jobs