Job Description

Description

Job Summary

The Senior Manager, Customer Program will lead Heartland's emerging customer program - a strategic necessity at customer-focused companies like ours. The goal of the program is to build stronger relationships with customers through engaging marketing campaigns – with a mission to build a community of fanatic brand advocates. This position requires creative marketing and communication skills to engage and motivate customer advocates.

Responsibilities

Plan, execute and analyze marketing programs for customer segments through a variety of channels, including integrated marketing campaigns, email, webinars, direct mail and account-based marketing tactics
Identify key customers to participate in marketing efforts such as case studies, client testimonials, etc.
Compose and send customer emails
Develop and produce customer webinars
Manage and maintain engagement and advocacy programs; continually recruit new customer advocates
Manage a library of up-to-date customer success stories
Work with Customer Experience team to review customer satisfaction surveys and find ways to utilize the customer marketing program to drive change for our customers
Provide product feedback given by customers to the Product Management team
Target happy customers for upsell, cross-sell and advocacy opportunities
Lead and manage customer engagement and communication programs, such as ongoing nurture campaigns
Help marketing and sales meet business objectives through customer advocacy initiatives
Develop a customer lifecycle campaign program and work cross functionally to implement it

Job Requirements

Minimum of 8+ years of full-time marketing experience with a passion for serving and understanding customers
Bachelor's degree in marketing, public relations or related field
Experience planning, overseeing development of, and executing marketing campaigns and programs that drive customer engagement and advocacy
Ability to write effective copy
Strategic thinker that can see beyond the day-to-day grind to help reach marketing goals, create a stronger brand, and improve the customer experience
Analytical skills to determine marketing effectiveness and ROI of customer engagement efforts
Must be a strong relationship builder and collaborator that can effectively interact with stakeholders across the organization
Excellent project management, time management and organizational skills with the ability to execute multiple projects simultaneously
Self-motivated and disciplined with the ability to define and achieve objectives with limited oversight in a fast paced environment
Flexible, adaptable and problem-solving mindset
Payments, POS and Payroll knowledge and experience is a plus