Senior Customer Marketing Manager, Human Interest

• A passion for working with and strengthening relationships with customers, including creating memorable, meaningful customer experiences
• Excellent listening, verbal, and written communication/presentation skills with meticulous attention to detail, the ability to craft a compelling story
• 3-5+ years of relevant work experience, such as in Marketing, Product Marketing, Community Building/Community Manager, Advertising, PR, Communications, or similar
• A proactive approach to marketing and problem-solving
• Ability to multitask (advance and prioritize many projects simultaneously), work independently, and as an effective team member
• Sound judgment in assessing brand risks and making decisions that maintain the integrity of our core values and that uphold the larger brand strategy
• A data-driven mindset to analyze customer insights and feedback so you can identify trends, preferences, and pain points that will inform marketing strategies and improve both customer satisfaction and retention
• Strong soft skills to represent our organization when speaking with customers

Desirable

• . As Customer Marketing Manager, you’ll own marketing to “in life” customers. You’ll be responsible for fostering strong relationships with customers and elevating their voices internally to inform our priorities as we make our brand known for its customer experience
• Your decisions will help us define who Human Interest is in the world and deliver on our mission to offer retirement plans to people in all lines of work
• Reporting to the Director, Content & Brand, this is an exciting opportunity to showcase strategic, cross-functional leadership with significant ownership and responsibility at a rapidly growing company
• Plan, develop, execute, measure, and report on marketing campaigns and programs that show how Human Interest is in it for customers and disrupting the retirement industry. This includes enriching campaigns with customer-focused content
• Conduct customer interviews and amplify the experiences and successes of current customers; distill and report on voice-of-the-customer sentiment analysis and key themes
• Educate our customers about our products and services and support the creation of assets highlighting how we partner with and serve our customers
• Nurture customer relationships through advocacy programs that influence participation and engagement in mutually beneficial advocacy programs (e.g. through customer reviews, references, stories, testimonials, advisory boards, co-marketing, etc.)
• Work with a broad array of stakeholders and encourage others to act as advocates for our customers
• Partner with our Retention team to reduce churn and reinforce customer loyalty
• Share customer stories across a variety of channels and platforms including video, blogs, and PR
• Monitor incident management tickets, think holistically about what’s driving the underlying factors, and provide insights back into the business to drive broader business decisions
• Protect our brand reputation by managing online review platforms such as G2, TrustRadius, and Google. Improve both the quantity and quality of our customer reviews and help troubleshoot/escalate any negative feedback we receive
• Draft incident comms and customer emails, then drive resolution of customer issues to ensure satisfactory conclusion of incidents