Sr. Customer Engagement Marketing Manager

About the role

This position focuses on enhancing customer connections and fostering a vibrant online community. You will develop and execute strategies to increase customer participation and advocacy, directly contributing to product adoption and overall business success.

Key facts

What you'll do

• Design and implement customer engagement initiatives, including nurture programs and best practices for online community interaction.
• Partner with web developers to manage and enhance the technical aspects of engagement platforms, creating a roadmap for future development and integrations.
• Build and maintain strong relationships with internal stakeholders to align engagement strategies with broader sales and marketing objectives.
• Collaborate with Brand and Demand teams to amplify campaigns through customer channels and use customer feedback to cultivate product champions.
• Guide campaign activation and customer engagement programs, driving awareness and affinity through various marketing channels like email, online communities, in-app messaging, and social media.
• Foster active participation within online communities, managing content, moderating discussions, and enforcing engagement rules.
• Develop and implement innovative ideas to grow online communities, increase engagement, and expand reach across market segments.
• Analyze program data to provide insights, identify solutions, and ensure programs demonstrate value and reduce customer churn.
• Contribute to measurement and reporting efforts, utilizing applicable tools and processes to achieve measurable business results.
• Share customer response data and insights with teams like Insights & Intelligence and Product Marketing to inform customer voice programs and product development.
• Articulate the business value of online community engagement and customer advocacy to various internal audiences.

Requirements

• Minimum of 6 years of relevant B2B marketing experience within SaaS or Healthcare, with a proven track record in online community administration and user group management.
• Demonstrated success in customer-centric marketing strategies.
• Strong strategic problem-solving abilities and the capacity to provide thought leadership to cross-functional teams.
• Ability to prioritize tasks effectively while maintaining a sense of urgency, thoughtfulness, and a focus on key performance indicators and success metrics.
• Possess strong strategic thinking, relationship-building, flexibility, exceptional written and verbal communication, and a highly collaborative approach.

Nice to have

• Experience working from our Toronto or Salt Lake City offices on a hybrid basis.
• A growth mindset and leadership or coaching skills to guide team members in integrating engagement best practices.
• Experience in evolving programs to achieve measurable business outcomes.
• Ability to translate data and insights into consumer value and marketing strategies.
• A deep 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 roles, travel to Mississauga and/or Salt Lake City offices will be required for events such as onboarding, team gatherings, and annual meetings.
• Benefits are available from day one, including retirement plan matching, flexible paid time off, wellness support, parental and caregiver leaves, fertility and adoption support, continuous development programs, employee assistance programs, and inclusion communities.
• PointClickCare is committed to equal employment opportunity and provides accommodations upon request for candidates participating in the selection process. Please contact recruitment@pointclickcare.com for any accommodation needs.
• AI tools are used to assist with candidate screening and assessment.
• Application data is processed and stored by Lever.
• All hired employees must adhere to PointClickCare's information security policies and procedures.