Customer Marketing ManagerCustomer Marketing Manager

The Customer Marketing Manager will be responsible for all activities relating to marketing for our existing customer accounts.

Reporting to the Marketing Director, you will be responsible for the planning, management, progress monitoring and delivery to agreed timescales of all customer account campaigns, including user events, seminars and sales promotions, as well as responsibility for the maintenance of customer data required to support the campaigns.

You will work as a member of the Marketing Team and liaise closely with the responsible Directors and Account Managers in each of the offices to ensure all requirements are understood with progress communicated.

You will be expected to continually improve processes relating to customer account marketing, and also identify new ways to engage with customers:

 Understanding the needs of the customer and how that can be reflected in our campaigns

• Understanding the product portfolio and how our software can be promoted to the customer base

You will be responsible as part of the marketing management team for liaising with the new business and creative marketing managers to make best use of available resource and ensure that campaigns are fully budgeted and projects are completed in line with the overall marketing plan.   When working with other team members on projects, your role can include mentoring and guiding the other members so that best use is made of the skills available to complete the project on schedule.

 Campaigns and product launches

• Identification of vertical and horizontal customer marketing campaigns for cross- and up-sell
• Completion of campaign briefs for execution by the creative team, including target market, key themes, product or service details, business benefits, ROI and any promotional pricing
• Management of responses to the campaign and tracking of campaign success
• Management of any follow up activity e.g. customer calling
• Creation and ownership of the message brief and checklist for all customer product launches

 User Events & webinars

• Planning of appropriate user events & webinars – objectives, theme, content, presenters, practice sessions
• Oversee execution of all user events, the logistics of which will be handled by marketing executives
• Work with customer marketing executive to identify appropriate venues
• Manage the user event team (directors, account managers, demonstrators, speakers)
• Identify need to produce collateral and slides
• Manage invitation process and oversee confirmation and planning process for breakouts
• Oversee logistics leading up to, during and after each event
• Track and analyse event success and customer feedback
• Maintain budget for all user events

 Customer Data

• Working with the account managers, database administrator and other colleagues to ensure that the customer data held in the CRM system is maintained to a level necessary to support customer communications
• Through further customer acquisition, ensure that new customer details are brought into CRM in the correct format for marketing purposes
• Co-ordinate on-going cleansing and maintenance activities

 Communication

• Be responsible for the overall customer communications plan
• Work with PR, Customer Services and Product Management on the corporate newsletters and technical newsletters
• Liaising with all members of the marketing department to ensure that anything that may affect the successful outcome of a campaign is promptly highlighted.
• Attend and contribute to management/marketing/sales meetings when required
• Communicate changes that may impact other areas of marketing
• Be aware of overall marketing plans and budgets and how account management activities will impact on them

Skill set/Attributes Required

• Ability to take on the user perspective in order to identify their needs and formulate campaigns that will appeal to them
• Ability to translate “software” and “services” into customer benefits and ROI
• Able to grasp technical concepts and new product functionality and translate them where appropriate into cross and upsell campaigns or communications messages
• Experience of managing email marketing campaigns
• Experience of managing user events and seminars
• Self motivated with the ability to work on own and within a team
• Excellent written and verbal communication skills
• Good organisational and planning skills.
• Ability to work to tight timescales 
• Able to be flexible and adapt to change
• A commitment to quality

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