Senior Manager, Customer Marketing

About the role

In this pivotal position, you will be tasked with fostering growth within Dandy's existing customer base. Your primary focus will be on crafting and executing strategies aimed at enhancing customer engagement, driving upsell and cross-sell opportunities, and generating referrals. You will lead a dedicated team to implement various marketing campaigns that are designed to improve key performance indicators such as average revenue per practice and overall customer lifetime value.

Key facts

What you'll do

• Develop and enhance the customer engagement strategy, ensuring that customers are fully aware of and utilizing Dandy's diverse offerings throughout their journey.
• Work closely with product leaders to convert product objectives into actionable marketing plans tailored for existing customers.
• Analyze revenue data, customer value metrics, and retention statistics to refine marketing approaches continuously, establishing clear methods to assess the effectiveness of initiatives.
• Engage in cross-functional planning sessions, providing strategic insights on product and segment priorities, and advising on customer-centric projects.
• Supervise a Customer Marketing Lead and manage various campaign types, including email marketing, in-app messaging, direct mail, and digital marketing efforts.
• Create a structured framework for testing and learning across different marketing channels and customer segments, delivering regular reports that facilitate rapid, data-driven adjustments and reveal new opportunities.
• Oversee the customer marketing budget, providing customer-facing teams with valuable marketing insights and necessary campaign materials.
• Manage essential customer programs such as advisory boards, loyalty programs, promotional campaigns, and referral initiatives to enhance customer retention and advocacy.
• Coordinate the customer communication calendar, ensuring consistency across onboarding materials, newsletters, product launch announcements, and operational updates.
• Lead efforts to capture the voice of the customer, which includes managing research requests, improving feedback tools, reaching out to churned customers, and shaping the brand's reputation and review strategy.
• Contribute to the strategy and governance of the customer marketing technology stack, including template creation and access management.
• Collaborate with data and engineering teams to ensure seamless integrations with Salesforce and the data warehouse, focusing on data accuracy and troubleshooting issues.
• Create and manage dashboards and reports, oversee audience segmentation, and perform data pulls using Looker and Hex.

Requirements

• A minimum of 8-10 years of experience in customer marketing, lifecycle marketing, demand generation, or growth roles within a dynamic B2B technology or SaaS setting, with a proven track record of managing and developing teams.
• Demonstrated experience in taking ownership of a marketing function or strategic area from inception to execution, including strategy formulation, implementation, reporting, and budget management.
• Advanced practical experience with customer engagement platforms such as Customer.io or Marketo, including platform management, deliverability, and ensuring campaign quality, as well as collaborating with data and engineering teams on technical and data integrity matters.
• Strong analytical capabilities, with proficiency in extracting and interpreting data from tools like Salesforce, Looker, Hex, and Excel/Sheets for effective segmentation and targeting.
• Excellent communication skills, both written and verbal, with the ability to articulate strategies clearly to team members and senior leadership.

Nice to have

• Familiarity with marketing strategies tailored for small to medium-sized B2B enterprises.
• Experience in building a customer marketing function from the ground up, rather than simply optimizing an existing one.
• A consistently positive attitude, a good sense of humor, and the ability to thrive in a collaborative work environment.

Skills & tools

• Customer.io
• Marketo
• Salesforce
• Looker
• Hex
• Excel
• Sheets

Practical notes

Dandy offers comprehensive benefits packages that are customized for each country of operation, typically including healthcare, dental care, mental health support, parental resources, retirement savings plans, and generous paid time off policies.

Dandy is committed to being an equal-opportunity employer, promoting diversity and inclusion within the workplace. Accommodations are available for individuals with disabilities throughout the interview process.

By submitting your application, you agree to Dandy collecting and processing your personal information for recruitment purposes, in alignment with their Privacy Policy and GDPR compliance.

About the company

A Dandy is a man who places particular importance upon physical appearance and personal grooming, refined language and leisurely hobbies. A Dandy could be a self-made man both in person and persona, who emulated the aristocratic style of life regardless of his middle-class origin, birth, and background, especially during the late 18th and early 19th centuries in Britain.