Customer Marketing Manager

About The Role

The Customer Marketing Manager is responsible for developing and executing strategies that drive engagement, loyalty, and growth of existing customers. They will work closely with marketing, sales, and CSM teams to plan and execute customer advocacy programs that showcase customer success. You will work directly with customers to share their stories through industry events, media campaigns, and digital assets, including case studies, videos, press releases, and other integrated marketing campaigns to drive awareness, excitement, and adoption of LVT solutions.

This role will focus on the customer, reaching out to them through various channels, and analyzing their feedback to improve products and services.

• Reach out to and cultivate long‑term relationships with customers, as well as colleagues in marketing, customer success, and sales.
• Take part in the strategy and execution of the customer experience from a customer journey and communication perspective for LVT.
• Act as a voice of the customer - advocate for the customer and consistently conduct interviews (individual, round table, customer advisory boards) to understand pain points and areas of opportunity, and strengths.
• Leverage interviews and insights to improve the customer journey and communication strategy.
• Understand, organize, and disseminate this information to the appropriate stakeholders across the company to drive improvements in product development, customer experience and the sales process.
• Work with customers and teams across LVT to uncover and tell compelling stories about how our customers are helping the world become safer and more secure with LVT.
• Uncover, gather, and distribute stories for case studies, videos, and media in partnership with other teams like Brand, Communications, Marketing, and Content.
• Identify, manage, and develop customer reference and advocacy campaigns.
• Monitor and analyze customer marketing/advocacy campaign performance metrics and KPIs, provide actionable insights and recommendations to optimize and drive continuous improvement.
• Gather customer stories and quotes into a central database that can be used by anyone in the organization.

• 3-5+ years of experience in customer advocacy, customer marketing, and/or field marketing
• Experience working with customers to develop advocacy marketing materials that showcase real‑world success and value across multiple channels (case studies, press releases, social media, events, etc.)
• Experience building and shaping content and experiences for events like customer summits and customer advisory boards
• Curious mind with the ability to ask the right questions to build a strong narrative.
• Passionate storyteller with the ability to understand industry challenges, trends, and technical concepts to turn them into compelling content.
• Ability to work well with and develop long‑term business relationships with customers and internal teams
• Strong desire to win as a team, combined with the ability to work independently
• Flexibility to travel as required
• Skill in encouraging customers to assist in marketing initiatives. Not afraid to ask customers for favors.
• Prior experience organizing customer events and campaigns
• Prior experience working with sales and customer success organizations
• Excited about creating delightful and impactful customer experiences.
• Outstanding communicator and thinker
• Ability to manage multiple, simultaneous projects
• Strategic thinker with the tactical skills to execute on ideas
• Strong sense of urgency and ability to turn projects around quickly
• Strong verbal and written communication skills
• Results-driven with analytical chops to measure the effectiveness of advocacy programs
• Positive attitude, empathy, and high energy
• Strong customer‑facing and presentation skills with the ability to establish credibility with executives
• Preference in working with User Evidence or similar customer story aggregation software.