Responsibilities

• Be responsible for creating and delivering the customer marketing strategy, with objectives of retention, expansion, adoption, and advocacy.
• Develop reporting structures to track and improve the performance and success of customer marketing campaigns.
• Manage a sizeable budget and report on the spend accordingly
• Work with the events team to plan, promote and deliver customer webinars, events, roundtables, and networking events which support growth and usage.
• Lead Client Advisory Board programmes and act as the internal voice of the customer, working with teams such as product marketing and client success to feedback suggestions and improvements.
• Grow our customer advocacy and community programmes, building and maintaining loyalty across our customer base via our software Base.ai
• Lead the strategy for our B2B customer lifecycle marketing campaigns (including Merchant Marketing), through tactics such as email, paid marketing, direct mail and account-based marketing, focused on product education, usage and expansion.
• Create cross-sell and up-sell campaigns to drive intent for account management teams.
• Educate customers about our products / services through mediums such as video, email, events, social media and landing pages.
• Collaborate with the content team to create targeted client marketing materials, such as eBooks, case studies and guides that address customer pain points.

Requirements

• Senior level experience in a Customer Marketing role, preferably within a SaaS business, with experience driving customer advocacy, engagement and retention programmes.
• A proven track record of developing and driving successful advocacy and customer expansion strategies driving business growth.
• Proficient in revenue forecasting, reporting, analysis and the measurement of customer marketing programme performance.
• Experience in managing annual budgets of >£500k.
• Strong understanding of customer journeys, lifecycle marketing, customer adoption, retention and expansion strategies.
• Exceptional strategic thinking abilities, with a demonstrated capacity to influence and align cross-functional teams toward common revenue objectives in a high-growth environment, acting as a strong voice of the customer.
• Strong knowledge of marketing technology solutions (e.g. Salesforce, HubSpot, 6sense), account-based marketing strategies and customer engagement platforms.
• Highly effective in written and verbal communication, with a strong ability to convey ideas clearly and build relationships across internal and external stakeholder groups.
• Ability to work in a fast-paced, dynamic environment and adapt to changing priorities, with experience leading customer events, advisory boards and developing high-performing team members.