• Support the development and execution of customer journey and lifecycle marketing strategies across key stages, including growth, onboarding, engagement, renewal, retention, and advocacy. Identify opportunities to improve the customer experience through better timing, messaging, segmentation, and coordination across touchpoints.
• Build, manage, and optimize customer-facing campaigns, nurture programs, and communications that support customer engagement, education, retention, and long-term partnership success. Maintain marketing plans, timelines, content needs, campaign calendars, tactical execution plans, and readiness documentation.
• Partner cross-functionally with Growth, Sales, Field Operations, Market Leadership, Product, Customer Success, Marketing Operations, and BI to ensure customer communications are aligned, timely, and connected to business priorities. Represent Customer Experience Marketing on cross-functional projects and workstreams.
• Support advocacy and customer engagement programs, including customer introductions, references, testimonials, ambassadors, peer learning, and other programs that activate engaged customers and contribute to growth, retention, and customer loyalty.
• Establish, track, and report on key performance indicators across customer experience marketing programs, including engagement, conversion, participation, campaign performance, and retention-related metrics. Use insights to improve campaigns, workflows, and future planning.
