Job Description
Every day, Heartland, a Global Payments Company, makes it possible for millions of people to move money between buyers and sellers using our products and unmatched services. Simply, we create meaningful technology centered experiences that enable our customers to prosper. If you want to work like an entrepreneur, support and serve entrepreneurs and bring your expertise to a dynamic team, then Heartland is for you. If it's in your nature to work with a passion to provide tangible solutions for everyone you interact with, then join us and let's see what we can do together.
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
Heartland is an equal opportunity employer. Heartland, a Global Payments Company, provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.
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