Sr. Marketing Program Manager I

				Overview:

The Sr. Marketing Program Manager strategizes, enhances and manages interactions between BHN/Tango and its customers across various touchpoints. This person designs, implements, and optimizes the customer journey and spearheads related initiatives to deliver exceptional experiences. The role mainly aims to boost customer loyalty, facilitate revenue expansion, and drive new customer acquisition through multiple channels. Additionally, it involves gathering direct feedback from customers to serve them better and meet them where they are. 

The Sr. Marketing Program Manager will be responsible for developing and executing marketing strategies that drive customer acquisition, revenue expansion, and loyalty. Key focus areas include: 

* Client retention, loyalty and churn prevention 

* Helping to convert sales pipeline opportunities 

* Revenue retention and expansion via referrals, upsells, cross-sells and new product activations 

Responsibilities:

Strategic Planning: 

* Develop and execute a customer experience strategy that aligns with company objectives and drives business growth. 
* Identify key performance indicators (KPIs) to measure the effectiveness of customer experience initiatives. 
* Drive strategy for in-person events, including VIP events, experiential activations, customer events, partner events and so on. 
* Work with events teams to execute multi-channel event strategy. 

Customer Loyalty 

* Gather and analyze customer feedback from surveys, online reviews, competitor sites and social media posts to identify trends and areas for improvement. 
* Analyze closed/lost reasons, churned customer data and reactivation/winback performance to drive more loyalty and retention 
* Use these insights to inform strategy and drive enhancements in the customer experience. 

Customer Journey Mapping: 

* Create and continuously refine customer journey diagrams to identify opportunities for improvement. 
* Implement strategies to enhance each stage of the customer journey, from purchase to advocacy and expansion 

Campaign Management:  

* Oversee the planning, execution, and optimization of customer marketing campaigns across multiple channels, including email, social media, content marketing, and events, including but not limited to. 
* Expansion and growth deliverables within current customer base 
* Customer Success account growth - targeting  
* Customer Advisory Board meetings 

Cross-Functional Collaboration: 

* Work closely with customer success, client development, onboarding, research, marketing, sales, product development, and other departments to ensure a frictionless customer experience. 
* Lead initiatives to integrate customer feedback into product and service development. 
* Build connections between departments that impact the customer experience, but do not currently interact 

Process Improvement: 

* Develop and implement processes and systems to improve customer interactions and satisfaction. 
* Monitor and optimize customer success activity to identify opportunities to improve the customer experience 

Customer Advocacy: 

* Create initiatives to transform customers into advocates through referrals, online review incentive campaigns, testimonials and case study engagements 
* Conduct social media monitoring activities to surface advocates and detractors to engage with key customers 
* Develop and maintain relationships with key customers to serve as a model for brand ambassadors 
* Collaborate with Online Reputation Management team to manage online sentiment campaigns to create more positive reviews, posts and forum discussions 

Reporting and Analysis: 

* Prepare regular reports on customer experience metrics and present findings to relevant teams and leadership. 
* Identify and address any gaps or issues impacting customer satisfaction. 

Qualifications:

* BA in marketing, business, or a related field or equivalent experience is preferred
* 8+ yrs experience or equivalent relevant experience
* Creative, resourceful and solutions-oriented
* Strong analytical skills
* Ability to work in an entrepreneurial atmosphere; must excel under pressure and with minimal supervision.
* Demonstrated willingness to work as a member of a team and interface appropriately and effectively to accomplish departmental goals and objectives.
* Must be detail oriented, and possess strong organization and time management skills.
* Excellent verbal and written communication skills.
* Computer literate with excellent skills in Word, Excel, PowerPoint, Outlook and Internet savvy
			

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