Sr. Customer Engagement Marketing Manager

About the role

In this role, you will be responsible for strengthening customer relationships and nurturing a dynamic online community. Your primary focus will be on crafting and executing strategies that enhance customer engagement and advocacy, which will play a crucial role in driving product adoption and supporting the overall success of the business.

Key facts

What you'll do

• Develop and execute innovative customer engagement strategies, including nurturing programs and best practices for online community involvement.
• Collaborate closely with web development teams to oversee and improve the technical functionalities of engagement platforms, establishing a roadmap for future enhancements and integrations.
• Cultivate and maintain relationships with internal stakeholders to ensure that engagement strategies are in harmony with broader sales and marketing goals.
• Work alongside Brand and Demand teams to amplify marketing campaigns through customer channels, leveraging customer feedback to nurture product advocates.
• Lead the activation of campaigns and customer engagement initiatives, enhancing awareness and loyalty through diverse marketing channels such as email, online communities, in-app messaging, and social media.
• Encourage active participation in online communities by managing content, moderating discussions, and enforcing community engagement guidelines.
• Innovate and implement strategies to expand online communities, boost engagement levels, and broaden reach across various market segments.
• Analyze engagement program data to derive insights, identify challenges, and ensure that initiatives deliver value while minimizing customer churn.
• Contribute to measurement and reporting activities, utilizing relevant tools and processes to achieve quantifiable business outcomes.
• Share insights and customer feedback with teams like Insights & Intelligence and Product Marketing to enhance customer voice initiatives and inform product development.
• Clearly communicate the business advantages of online community engagement and customer advocacy to various internal stakeholders.

Requirements

• At least 6 years of experience in B2B marketing, specifically within the SaaS or healthcare sectors, with a proven history in managing online communities and user groups.
• A track record of successful customer-centric marketing initiatives.
• Strong strategic problem-solving skills and the ability to provide leadership across cross-functional teams.
• Proficiency in prioritizing tasks effectively while maintaining urgency, thoughtfulness, and a focus on key performance indicators.
• Excellent strategic thinking, relationship-building skills, adaptability, and exceptional written and verbal communication abilities.
• A collaborative mindset that fosters teamwork and collective success.

Nice to have

• Experience working in a hybrid capacity from our Toronto or Salt Lake City offices.
• A growth-oriented mindset with leadership or coaching capabilities to assist team members in adopting engagement best practices.
• Background in evolving programs to achieve measurable business results.
• Ability to interpret data and insights into consumer value and effective marketing strategies.
• Comprehensive understanding of customer and product lifecycle methodologies.
• Familiarity with PointClickCare's solutions, key industries, and market segments.

Skills & tools

• Online Community Administration
• Customer Engagement Marketing
• SaaS Marketing
• Healthcare Marketing
• Data Analysis
• Stakeholder Management
• Cross-functional Collaboration

Practical notes

• For remote positions, occasional travel to Mississauga and/or Salt Lake City offices will be necessary for events such as onboarding, team meetings, and annual gatherings.
• Employees will enjoy benefits from day one, including retirement plan matching, flexible paid time off, wellness support, parental and caregiver leave, fertility and adoption assistance, ongoing development programs, employee assistance programs, and inclusion communities.
• PointClickCare is dedicated to providing equal employment opportunities and will accommodate requests from candidates participating in the selection process. For accommodation needs, please reach out to recruitment@pointclickcare.com.
• AI tools may be utilized to assist in candidate screening and evaluation.
• Application data will be processed and stored using Lever.
• All employees are required to comply with PointClickCare's information security policies and procedures.

About the company

, check out Life at PointClickCare and connect with us on Glassdoor and LinkedIn. Travel to Office expectations For Remote Roles: If this role is remote, there will be in-office events that will require travel to and from the Mississauga and/or Salt Lake City office.