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Customer Marketing Manager

Tom Pearce
Tom Pearce
Director

Customer Marketing Manager – Exclaimer

Who is Exclaimer?

Exclaimer is an award-winning global SaaS provider with over 180 employees worldwide. We provide world-class email signature solutions that let organizations of any size achieve brand consistency, legal compliance, and customer engagement on any device. Designed for Microsoft 365, Google Workplace, and Microsoft Exchange, our solutions are used by over 40,000 customers in 150+ countries. Some of these customers include renowned companies such as Sony, Mattel, Bank of America, NBC, the Government of Canada, the BBC, and the Academy Awards.
With an exceptional revenue rate, ambitious growth plans, and exciting work culture, now is the perfect time to join our rapidly growing team and play an integral part in our continuing success.

The Exclaimer marketing team exists to engage, inspire and enable our audiences to do what they want to do better. Within our email, we are focusing on educating audiences and helping solve their complex problems. This is an opportunity for a creative marketer to put themselves at the centre of the martech world as we scale our marketing activity and play a leading role in the marketing technology landscape.
As part of our growth strategy, we are looking for an Customer Marketing Manager, who will be responsible for developing our Customer marketing strategy on a global level, managing and advising on developing our relationships with our customers based on analysis of customer preferences, behaviours and feedback, building out systems and email structures, developing case studies, and for building a community marketing approach to foster relations.

Your role in our team:
You will be responsible for leveraging key customer insights and data to develop innovative, engaging and impactful marketing programs that help customers unlock value. You will work closely with teams across the business to build an engaged community, drive customer advocacy (including referrals, testimonials, references, etc.), identify cross-sell and upsell opportunities, and increase loyalty and retention.

Your responsibilities will include:

  • Develop a strong, consistent and data-driven customer segmentation strategy to initiate and amplify different messages to appropriate customer segments

  • Ability to communicate effectively between various departments to unify communications to customers

  • Align and partner with key stakeholders across Sales, Customer Success, Marketing, and Product to develop and own the global customer marketing strategy to support renewals and referrals, and generate cross-sell and upsell opportunities

  • Plan and manage customer engagement and communication programs such as webinars, live events, workshops, awards programs, onboarding and ongoing digital nurture campaigns

  • Build more intelligent customer profiles to deliver more valuable content at the right time

  • Help build and engage our customer community

  • Take ownership of the monthly newsletter, collating relevant and engaging content from across not only Exclaimer, but the industry as a whole

  • Help nurture key customer relationships and generate a comprehensive and diverse set of customer case studies which showcase the varying use cases and products we have in our portfolio

  • Manage marketing messages across the support and product portals to drive business goals and objectives

  • Get feedback from customers across all the touchpoints across the customer journey

  • Engage customers with monthly masterclasses

  • Initiate and drive a customer referral program.

  • Collaborate with regional marketing teams to scale and localise initiatives and campaigns

  • Continually measure, monitor, and drive improvement in program approaches; employ industry best practices and look for opportunities to increase effectiveness and ROI of customer engagement efforts

  • Manage customer satisfaction surveys to drive change throughout organization

  • Create special marketing content for account management/customer success to help at-risk customers

  • Iterate and improve performance incrementally with innovative and strategic test and learn experiments

So what does it take to be successful in this role?

  • BA/BS degree in marketing, communications, business, or related field

  • Proven 5+ years B2B marketing experience, in customer marketing or similar

  • Experience creating and executing marketing programs and campaigns that drive customer engagement and advocacy

  • Excellent interpersonal and communication skills to help nurture customer relationships and work effectively across all functions and levels within the organisation

  • A history of being able to effectively segment and create customer profiles

  • Demonstatable history of building and engaging customer communities

  • A growth mindset – always making improvements, trying new things, rolling with changes, failing fast, and a can-do attitude – in a fast-paced environment

  • Experience with CRM and MA systems (Salesforce and Pardot preferable) as well as a good knowledge of the latest digital marketing tools and channels

  • Strong copywriting skills would be advantageous

If you are interested in learning more about this position please reach out to Tom Pearce at tom.pearce@zerenglobal.com. 

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