Responsibilities

• Customer Marketing Strategy: Develop and implement a comprehensive customer marketing strategy that aligns with our company's goals and objectives. Define and execute programs and initiatives to drive customer engagement, retention, and advocacy throughout the customer lifecycle.
• Team Leadership: Manage and inspire a team of customer marketing professionals, including customer success managers, retention specialists, and loyalty program managers. Foster a collaborative and high-performing team culture, promoting professional growth and a strong focus on customer success.
• Customer Segmentation and Insights: Utilize data and customer insights to segment our customer base and develop targeted marketing strategies and personalized experiences. Leverage customer feedback, surveys, and analytics to drive continuous improvement and optimize customer satisfaction.
• Customer Journey Optimization: Analyze the customer journey and identify opportunities to enhance touchpoints, streamline processes, and drive customer loyalty. Collaborate with cross-functional teams, including sales, product, and customer support, to ensure a seamless and consistent customer experience.
• Referral programs and processing: Develop and manage a comprehensive referral strategy that drives high‑quality lead acquisition through customer, partner, and broker referral channels.
• Retention and Loyalty Programs: Develop and execute retention and loyalty programs, such as customer loyalty programs, referral programs, and VIP customer initiatives. Implement strategies to increase customer lifetime value, reduce churn, and drive customer advocacy.
• Customer Communications: Oversee customer communications and develop targeted messaging and content across various channels, including email, social media, and in-app messaging. Ensure messaging aligns with the brand voice and resonates with different customer segments.
• Customer Success Collaboration: Collaborate closely with the customer success team to align customer marketing efforts with customer onboarding, adoption, and renewal processes. Develop strategies to proactively engage customers, address their needs, and drive long-term success.
• Performance Measurement: Define key performance indicators (KPIs) and metrics to assess the effectiveness and impact of customer marketing initiatives. Regularly analyze data, generate reports, and provide actionable insights to drive continuous improvement and optimize ROI.
• Performs other duties as assigned
• Complies with all policies and standards

Requirements

• Bachelor's Degree or equivalent experience, advanced degree preferred

Benefits

• Additionally, subject to applicable eligibility requirements, TriNet offers permanent full-time employees a variety of benefits including medical, dental, and vision plans, life and disability insurance, a 401(K) savings plan, an employee stock purchase plan, eleven (11) Company observed holidays, PTO and a comprehensive leave program.