Senior Manager, Customer Marketing Programs

Job Family: Brightly Software

Req : 491053

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Brightly Software is seeking a highly motivated and experienced Senior Manager, Customer Marketing Programs to join our dynamic and growing team. This position is ideal for a strategic, customer-centric and results-oriented individual with a proven track record in developing, executing, and optimizing integrated customer marketing engagement programs. This role is focused primarily on comprehensive programs to develop and implement customer marketing channel strategies, providing value along the entire lifecycle, and will be instrumental in driving excellence via cohesive customer experience and brand presence.

• Building and optimizing programs – Managing programs: refine, structure and continuously improve customer marketing engagement programs designed for sustained awareness, engagement and enhanced audience experience.
• Reimagines customer and user experience to include in-person and virtual high value connectivity, product education, feedback and insights collection.
• Develops customer marketing function and help streamline and grow advocacy program.

Lifecycle messaging and content development:
Collaborate with content and creative, product marketing, customer success and technical experts to develop compelling messaging, value propositions, and resources that resonate across the customer lifecycle to highlight benefits, features and solutions to improve their operations.

Collaboration and alignment:
Work closely with teams across the organization to ensure cohesive branding and communications across the customer experience lifecycle and align on retention and expansion goals.

• Leading and implementing successful documented and repeatable programs – Drive customer marketing, advocacy and/or community support with ongoing improvement.
• Builds and supports data-led selection, execution, and evaluation of customer experience and lifecycle journey programs.
• Manages program budget with diligence and efficiency, forecasting and reconciling costs associated with customer engagement.
• Maintains a visible overarching program: proactively build and maintain a comprehensive living calendar of all customer experiential touchpoints, indexed by purpose and audience.
• Drives programs with ownership, responsiveness and impact: ensure customer marketing programs, especially product or service issue communications, are timely and relevant.
• Performance reporting with continuous improvement: establish and/or validate baselines for critical metrics.
• Tracks, analyzes, and reports on the effectiveness of all program initiatives with partnership across the organization to provide meaningful input in marketing operations planning and reporting (monthly, quarterly and annual).
• Applies data-driven insights to proactively identify areas for improvement and implement optimization strategies to improve return on investment.

Leading customer marketing function: guide and support customer communications and advocacy marketing with management of a seasoned professional and cross-departmental project contributors.

• Collaborates and solves challenges: collaborate closely with leaders from content, creative and brand strategy and communications for approach and messaging alignment.
• Integrates with marketing: coordinate across all marketing functions to provide integrated results-oriented and customer experience-first guidance and contributions to awareness, education, demand, retention, expansion and referral plans and measures.

• 7+ years of progressive experience in marketing and/or communications, with an emphasis on customer marketing and user engagement.
• 2+ years of leadership of a team/project team capacity that includes support for professional growth and development of others.
• Proven experience in developing, executing, and optimizing audience engagement programs.

• Building and growing customer marketing functions and creating always-on engagement, referral, retention and expansion.
• Corporate customer groups and user communities including advocacy and loyalty efforts.
• Exceptional written communication skills, with a keen eye for detail, grammar and style.
• Proven ability to create and edit content to convey a compelling customer-first value proposition with clarity and adherence to brand/messaging/tone and style guidelines.
• Excellent analytical skills with the ability to interpret complex data, derive actionable insights, and drive continuous improvement.
• Exceptional communication and presentation skills, with the ability to articulate complex marketing strategies and…