Customer Marketing Manager

The Customer Marketing Manager's primary goal is to support retention and expansion of Encore client relationships across various customer segments/verticals, channels, and geographies.The Customer Marketing manager will lead the marketing, positioning, and messaging for the Speciality Services business and develop strong relationships with customers through engaging marketing campaigns and growth of client direct account revenues. With internal marketing and sales leadership, the Customer Marketing Manager, will build and activate the industry marketing and sales enablement plans-across content, communications, digital channels, events, PR, and thought leadership. This position will develop and activate an industry-specific marketing plan to build awareness of Encore’s products and solutions, increase customer advocacy, identify upselling/cross selling opportunities and increase loyalty and retention to help meet outlined revenue goals. The Customer Marketing Manager will also focus on developing and executing marketing plans and sales enablement tools for priority industry customers aligned with GSO and Specialty Services, complementing product marketing and brand marketing strategies. In this capacity the Customer Marketing Manager role will work closely with key functions within the Marketing team and across other internal departments including Sales, Operations, Global Learning, etc. This position reports directly to the Product Marketing Director.

Your perspective:

• BUPA full coverage Private Healthcare with no excess payments for the employee
• Hybrid working - 2 days working from home available per week
• Employee supported volunteering
• Enhanced family leave provisions
• Perkbox and Employee assistance Programme
• Company sick pay 
• Employee recognition scheme
• Generous employee referral scheme
• Clearly defined Career path (and all the important support along the way)
• Access to state-of-the-art technology
• Global presence and opportunities worldwide
• Long Service Programme

Customer Marketing Management and Sales Enablement

·Develop an understanding of the industry-specific challenges that the Corporate, Association and SMERF customers are facing and how Encore services, solutions, products and other capabilities can help drive business results for customers.

·Serve as a key partner and own the marketing relationship with the Specialty Services organization to proactively strategize and lead development of the appropriate content, resources and tools to win business.

·Work cross-functionally and with product marketing leaders to develop relevant assets and activation, e.g. Rigging, Power, Internet, Technology Solutions, for a coordinated go-to-market program to serve specific customer initiatives.

·Fully understand our personas, their pain points, and journeys, and develop tailored content for presentations, sales training, product sheets, case studies, presentations, sales tools and blogs.

·Support client direct efforts of the GSO team through vertical industry specific marketing activities to grow existing account revenues and acquire new accounts.

Positioning, Messaging and Ongoing Support

·Create scalable go-to market content and strategic campaigns for a diverse set of prospective customer personas, geographies and segments/verticals, helping to better target our content accordingly via paid, owned and earned channels. (e.g. blogs, digital, social, direct, etc.).

·Oversee marketing plans, tools and other program development for priority customers and industry partners (e.g. corporate, association, SMERF, etc.), and execute through key elements of the marketing mix – e.g. digital marketing, direct marketing, social media, other advertising, thought leadership, industry relations, etc. Work with the Digital Marketing, Brand/Communications, and Industry Relations teams as appropriate to activate.

·Create marketing campaigns and assets that inspire and influence priority personas/customers to partner with Encore and deliver propositions that enhance and add value to Encore products and services (e.g. nurture campaigns, white papers, case studies, testimonials, content marketing articles, email, video content, infographics, etc.).

Measurement and Reporting

·Provide analytics/insights demonstrating the value of marketing programs and channels. Adjust strategies accordingly to improve resource allocation, customer acquisition, revenue generation, etc.

·Develop performance metrics and track progress for key KPIs and objectives relating to the strategic marketing plan to increase industry sector penetration and to grow revenue.

·Bachelor’s Degree, preferably in Business, Marketing or related field of study

·5+ years of experience in a Customer Marketing or Product Marketing in B2B organizations

·Experience setting strategy, building plans, and driving hands-on execution and accountability for results

·Experience working closely with a Sales function, with a strong affinity for team success

·Strong track record developing/executing integrated marketing plans and evaluating performance against metrics.

·Expertise leading cross-functional teams (and agencies) to develop/deploy product positioning, marketing plans, sales enablement tools and marketing mix execution for new and existing products

·Exceptional communications skills in writing internal and external marketing communications, including content creation

·Experience developing and deploying the full range of marketing mix options to launch new and support existing products/services – sales enablement tools, website content, direct marketing, thought leadership, industry relations, etc.

·Hospitality experience a plus

·Ability to manage multiple projects simultaneously across competing priorities 

·Excellent project management skills

Deliver World Class Service

·Hospitality

·Ownership

Do The Right Thing

·Demonstrates Self-Awareness

Drive Results

·Ensures Accountability

See The Big Picture

·Decision Quality

·Manages Complexity

Value People

·Collaborates