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EverWell - Customer Marketing Manager - Fixed-Term (Remote, New Zealand or Australia)

DrChrono

DrChrono

Marketing & Communications, Customer Service
Multiple locations
Posted on Thursday, July 4, 2024

EverCommerce [Nasdaq: EVCM] is a leading service commerce platform, providing vertically tailored, integrated SaaS solutions that help more than 600,000 global service-based businesses accelerate growth, streamline operations, and increase retention. Our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals. Specializing in Home & Field Services, Health Services, and the Wellness industry, EverCommerce solutions include end-to-end business management software, embedded payment acceptance, marketing technology, and customer engagement applications.

We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team. You can learn more about our Company, Culture and Values here: https://www.evercommerce.com/about-us/careers/

About the role

Timely and SalonBiz serve over 24,000 customers in 100 countries and are on a mission to build the leading platform for beauty professionals. Together we make up the Wellness group. Between us, we offer SaaS solutions to customers of varying sizes and stages, serving different customer profiles within the beauty industry. We’re part of the wider EverCommerce ecosystem, and exist to simplify and empower the lives of business owners. All roads lead to a Global Wellness Solution, and this role is instrumental in creating a globally consistent approach for our customers. We’ve got big goals and we’re ready to achieve them.

This is where you come in!

As an experienced Customer Marketing Manager, your primary objective is to turn customers into advocates. You’ll build and manage global customer marketing programs to increase retention, referrals, and cross-sell and upsell opportunities. You will also be responsible for implementing a community strategy that enables our customers to connect, grow and learn from one another.

This role will help Wellness achieve its goals by:

  • Educating our customers on how to get the most value out of our products; improving
  • feature usage and overall customer stickiness
  • Building a community of raving advocates who recommend Timely to their peers;
  • improving our brand sentiment in the market
  • Building data-driven, segmented campaigns to increase our cross-sell and up-sell
  • revenue from existing customers
  • Arming our product teams with valuable customer and market insights; enabling us to
  • optimise our product experience and craft unique value.

Responsibilites

Customer Marketing Campaigns

  • Tailor and develop customer-focused marketing plans aligned with business objectives.
  • Craft personalised messaging and content tailored specifically for key customer segments
  • across various channels such as email campaigns, social media programs, and events.

This may include:

  • Educational feature adoption campaigns focused on high churn risk customers, to expand product usage and increase the average health score within the existing customer base.
  • Always-on upsell + cross-sell campaigns to drive continuous revenue growth from existing customers.
  • Supporting the Product and Marketing Automation teams in optimising post- activation onboarding flows.

Customer Advocacy Programmes

  • Identify and nurture customer advocates to participate in case studies, testimonials,
  • reviews, our referral program and other marketing initiatives.
  • Manage a library of up-to-date customer success stories.
  • Support Marketing Managers to coordinate and oversee customer events and meet-ups
  • Facilitate research sessions with our customer advisory panel to gather feedback and insights.

Community Strategy and Implementation

  • Define and implement a robust community strategy to build a thriving customer community.
  • Facilitate engagement through various channels, including online forums, our closed FB group, events, and webinars.
  • Work closely with the Creative and Education team to create valuable resources and content for the community.

Cross-Functional Collaboration

  • Collaborate with the Sales and Success team to align customer marketing efforts with sales objectives and revenue goals.
  • Work closely with the Product team to ensure customer feedback is incorporated into product development.

Data Measurement & Experimentation

  • Standardise metrics for program impact reporting
  • Monitor, analyse, and report on the performance of customer marketing campaigns and community initiatives.
  • Use data-driven insights to continuously optimise strategies and achieve key performance indicators.

Skills and experience needed to be successful:

We’re looking for a customer-centric marketer, who is a confident communicator, and has demonstrable success driving customer retention and community building initiatives. You’re both a data-driven and creative thinker, who has an obsessive focus on delivering customer

value.

  • 3+years marketing experience at a SaaS or relevant technology company
  • Proven track record of developing and executing successful customer marketingcampaigns.
  • Experience in building and managing customer communities.
  • Customer-centric mindset, with a passion for building strong customer relationships.
  • Exceptional communication and interpersonal skills - you’re not afraid to get in front of a camera or present at events!
  • Strategic thinker with the ability to translate strategy into actionable plans.
  • Strong analytical skills with the ability to interpret data and make data-driven
  • decisions.
  • Familiarity with marketing automation tools and CRM systems.
  • Confident with managing multiple projects and stake-holders simultaneously - you love working in a fast-paced environment
  • Comfortable owning your own arm of the customer marketing remit and being a champion of your work

Research shows that while men apply to jobs when they meet ~60% of criteria, women and those in underrepresented groups tend to only apply when they check every box. So if you think you have what it takes but don't meet every single bullet point above, please still get in touch. We'd love to have a chat and see if you could be a great fit.

Why join us?

At EverCommerce, we lead with inclusion and use our values to inform our decisions. We succeed together and celebrate the things that make us unique. We’re big believers in work-life balance and offer additional annual leave so you can fully switch off and relax throughout the year.

We trust our team to work where they are the most productive. You’ll have the flexibility to work from home or the office. We have office space in Auckland, Wellington, Dunedin, and Melbourne, and provide a high-spec home office set up.

We set a high bar and support our team to innovate and focus on continuous growth. You’ll enjoy a professional development budget to fuel your growth, and an annual wellness allowance to fund the things that support your wellbeing.

  • This role is full time, and fixed-term until 31 March 2025 and can be based anywhere in New Zealand or Australia.
  • You must be legally entitled to work in New Zealand or Australia.
  • Applications close when we find the right person!

Let us know any considerations which would enable your experience in our recruitment process to be more inclusive, such as non-traditional application formats, closed captions during video interviews, or accommodations for learning differences.

EverCommerce is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability status. We look forward to reviewing your credentials and getting to know more about your experience!