Senior Customer Marketing Manager
We’re a leading online reviews platform, free and open to all. Our mission is to be a universal symbol of trust. We are well on our way - but there’s still an exciting journey ahead of us. Do you want to join us?
Your role
Our Sr. Customer Marketing Manager will focus on developing global, B2B customer-centric strategies and improving the customer experience for all Trustpilot businesses to drive product adoption, customer loyalty, and renewal/upsell/cross-sell initiatives. You will work closely with Trustpilot’s Customer Success team, Product team, and the greater Marketing department. This role is cross-functional and cross-disciplinary, and you will be expected to plan, execute and deliver global, multi-channel initiatives, projects, and campaigns to support the Customer Marketing team’s goals and the organization’s strategy.
Your Responsibilities
- Build, manage, and execute customer marketing campaigns to increase renewals, product adoption, customer engagement, and cross-sell and upsell opportunities. Track and report on the results of these campaigns, and propose improvements, alternative initiatives, and solutions to problems to reach set goals.
- Analyze qualitative and quantitative customer engagement and renewal data to determine opportunities to improve key performance metrics and goals.
- Plan, execute and deliver results on campaigns/initiatives that involve in-person and digital events, webinars, workshops, awards programs, and onboarding processes.
- Identify areas for improvement to support key objectives, and ideate, propose, and manage full-scale customer marketing initiatives to address them, including:
- Estimate, propose, and manage budget
- Identify how success/ROI will be measured
- Gain and maintain stakeholder buy-in across multiple departments
- Track and report on progress to goal
- Analyze current department activities and goals on an ongoing basis to assess gaps and business needs to propose new projects/activities that should be added to Customer Marketing’s scope.
- Serve as representative of Customer Marketing to the broader Trustpilot organization, maintaining relationships with key stakeholders and proactively identifying opportunities for Customer Marketing to support or take leadership in cross-functional initiatives.
- Hire, onboard, mentor, and manage junior talent to help them develop their skills, expand their knowledge across Customer Marketing activities and achieve their goals.
Required experience
- 5+ years experience in a similar customer advocacy, customer marketing, product marketing, loyalty marketing, lifecycle marketing, and/or retention marketing position
- Experience creating and executing multi-channel marketing campaigns and programs that drive customer engagement and loyalty
- Fluent in written and spoken English, and skilled with writing effective marketing copy in English
Our ideal candidate:
- Has a passion for relationship building, with strong interpersonal and stakeholder management skills, including introducing and defending new ideas and campaigns to senior stakeholders
- Exceptional project management capabilities
- Analytical skills to determine marketing effectiveness and ROI of various campaigns
- Creative marketing and communication skills
- Strategic mindset to see beyond the day-to-day grind to help reach marketing and sales goals and overall improve the customer experience
- Self-starting, confident individual able to perform in an entrepreneurial, agile environment
- Comfortable with spreadsheet analysis and manipulation
We’re also looking for:
- Experience with B2B marketing, customer lifecycle strategy, lead generation, and sales processes
- Experience in SAAS marketing, particularly with a product with a Freemium offering
We offer you
- A mission driven culture that’s tackling one of the most critical issues of our times
- The chance to be a part of an exciting global growth journey
- The opportunity to help build a brand that defines the times in which we live
- An international, fast-paced, diverse and fun working environment
- Competitive salary, bonus and extensive benefits
- A vibrant culture that you will find replicated across our Global offices
- Pension, Maternity & Paternity pay, train travel scheme
Application
Interested in learning more about Trustpilot? Check out our Careers page https://business.trustpilot.com/jobs
Trustpilot is a global company and our data practices are designed to ensure that your personally identifiable information is appropriately protected. Please note that your personal information will be transferred, accessed and stored globally as necessary for the uses and disclosures stated in our Privacy Policy.
At Trustpilot, we’re passionate about our mission to offer a free and open to all review platform, built on collaboration. For consumers, we’re a place to connect with and influence businesses. For companies, we’re a platform for progress; a way to improve and innovate by engaging and collaborating with consumers. Working here is an opportunity to collaborate with talented and dedicated people in a rapidly growing, fast-paced and agile environment.
With vibrant office locations all around the world and over 40 nationalities, we’re proud to be an equal opportunity workplace with diverse perspectives and ideas. We work hard every day, but we also take the time to catch up with colleagues over a game of ping-pong, a cup of coffee or maybe grab a beer after work.
Trustpilot is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Trustpilot is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Trustpilot are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Trustpilot will not tolerate discrimination or harassment based on any of these characteristics. Trustpilot encourages applicants of all ages.
Trustpilot is a global company and our data practices are designed to ensure that your personally identifiable information is appropriately protected. Please note that your personal information will be transferred, accessed and stored globally as necessary for the uses and disclosures stated in our Privacy Policy.
