Customer Marketing Manager

​JOB SUMMARY

VMA GROUP has partnered with a global travel-tech company that is looking to expand its customer marketing function. We are seeking a superb candidate who is not only passionate about technology in the travel sphere but loves the data-centric side of marketing, willing to be present in the office 3 days a week to collaborate with the marketing and sales functions to truly make an impact in the role from day one.

• You’ll need Salesforce experience, preferably Pardot

• Travel or technology background

• 4+ years in Marketing/Customer marketing/CRM role

• Retention & Loyalty marketing are in your wheelhouse

• A positive solution-driven, customer-centric marketer

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Who you are:

Your guiding principle is the client, and you're a natural collaborator. You understand the value of teamwork and have experience working closely with Client Success teams to create exceptional client experiences, drawing on deep insights into the customer lifecycle.

You are a strong advocate for the client’s voice and take pride in identifying those pivotal 'aha' moments that foster engagement with key stakeholders. You excel at leveraging lifecycle data and insights to shape marketing campaigns that resonate with both prospects and existing clients, all while maintaining strong, collaborative relationships with both internal and external teams. Your approach is grounded in mutual trust and cooperation, ensuring you and the business meet their strategic goals.

In this role, you'll take ownership of the global client nurture and advocacy program, ensuring clients remain informed, engaged, and consulted through thoughtful content and strategic initiatives. As our client embarks on the next chapter, we're looking for a customer marketing expert to strengthen the connection with their clients.

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Responsibilities

• Lead the streamlining of customer insight programmes ( NPS, CSAT) Provide expertise in the design of new data, research and insight processes, systems, and approaches to drive the existing NPS and CSAT programme; identify new touchpoints and ways to gather insight from our clients

• Own the client feedback programme, centralising one view of the client’s experience within the CRM tool (Salesforce) for global teams

• Own the global client nurture and advocacy programme, keeping our clients informed, consulted and engaged through meaningful, relevant content and engagement initiatives

• Work with the Marketing team to develop messaging into client-facing communications

• Collaborate with the Client Success team to deliver a high-engagement content programme for different client segments

• Support Client Success and Client Engagement with bespoke marketing content for key clients

• Own the customer advocacy programme, including referrals, testimonials, references, case studies and logo rights, identifying key customers to support speaking opportunities etc.

• Work closely with Event/Field Marketing to maximise the opportunity for engagement events to provide a platform for feedback

• Work closely with growth marketing, account managers and sales, helping to meet objectives through customer advocacy initiatives and upsell initiatives

• Work closely with the Senior Product Marketing Manager, Business Intelligence, Customer Strategy and Success, and other key teams to oversee and drive data hygiene across the CRM database to deliver one accurate view of the client.

• Build and maintain effective relationships with internal and external colleagues and stakeholders, in a spirit of cooperation and trust to achieve our collective strategic priorities

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Requirements:

• Analytical skills to determine the effectiveness of the client marketing programme and align client satisfaction/experience scores with wider business goal performance.

• Salesforce experience essential

• The ability to write creative email copy is essential.

• Technical knowledge of digital marketing tools and channels, including CRM (Salesforce knowledge is a big plus) and marketing automation platforms (Pardot knowledge is a plus).

• Experience creating and executing marketing campaigns and programs that drive client engagement, advocacy and revenue growth

• Fluent in English – French and/or German would be a bonus

• Bachelor’s degree preferable with emphasis on communications, marketing and business ( or equivalent work experience) If you're energised by challenges, thrive in dynamic environments, and want a hands-on role where you can make a real impact, this could be the opportunity for you.