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Marketing Manager, Customer Success

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Date: 23-Sep-2022

Location: Southampton, GB, SO16 7PX

Company: Lloyds Register

At LR, we are passionate about customer experience. We are investing in customer programs across our business to drive a best-in-class customer experience. We believe that our customers’ experience across their lifecycle with LR will drive differentiation, value and ultimately growth in our markets.  Therefore, we are looking for energetic and enthusiastic Marketing Managers to join the team and run our customer marketing activities

 

Customer marketers are pioneers. This position is part of an emerging marketing field that is becoming a strategic necessity at customer-focused companies (especially in B2B) that will help LR secure a competitive edge.

Customer marketers delight and engage customers. You will build stronger relationships with customers through engaging marketing campaigns. Your mission is to build a community of fanatic brand advocates.

 

Customer marketers create value. This position directly benefits sales and marketing teams by increasing customer advocacy (including referrals, testimonials, references, etc.), identifying cross-sell and upsell opportunities, and increasing loyalty and retention.

Good customer marketers don’t shy away from proving how they drive revenue. 

 

Customer marketers flex their creative muscles. This position requires you to draw on creative marketing and communication skills to engage and motivate customer advocates.

 

Customer marketers are human bridges. You are a personable, outgoing marker, an effective communicator who act as a liaison between customers and the rest of the organization. While you need to be able to work independently, you know the importance of collaborating with other departments to create an incredible customer experience and reach business goals.

 

The Marketing Manager opportunity is a 12 month fixed term contract

 

Responsibilities

  • The goal of this role is to maximize the commercial value of the customer.
  • Create an understanding of key customer commercial touchpoints and needs along the customer journey from initial purchase activities through advocacy to prioritize and optimize improvements that lead to positive commercial outcomes.
  • Create a personalized and systematic understanding of customer needs to increase renewals, referrals, and cross-sell and upsell opportunities.
  • Lead, understand, and manage the customer engagement and communication programs to include awards programs, onboarding, and consistent nurture campaigns that increase loyalty, cross sell, and referrals.
  • Develop and maintain an open and multi-faceted customer communication program to drive customer education and success through the commercial lifecycle.
  • Identify and build a “customer champion” program composed of key customers that can act as an advocacy channel to deliver case studies, conference speaking, and other positive VoC opportunities.
  • Determine and counteract the negative drivers of customer retention through innovative loyalty, reward, and satisfaction initiatives.
  • Be a vocal, positive, and data driven Voice of the Customer (VoC) advocate to represent the customer focused approach that enables marketing and sales to meet business objectives.
  • Create marketing campaigns coordinated to the identification and resolution of customer commercial pain points that results in positive investment returns LR is making under our CX and change programs.
  • Manage and maintain engagement and advocacy programs; continually recruit new customer advocates specifically aligned to the LR commercial journey map
  • Manage and promote a library of up-to-date customer success stories aligned to LR customer value propositions
  • Manage annual/biannual/quarterly customer satisfaction surveys to drive change throughout the organization
  • Determine the need and location (if approved) of a customer transactional survey program to evaluate customer satisfaction at key commercial touchpoints
  • Identify the need and create specialized marketing content for account management/customer success to help at-risk customers with training
  • Target the entire customer base for upsell and cross-sell opportunities. Evaluate select customers for advocacy opportunities
  • Provide product feedback given by advocates to the Product Management team

 

To be considered

  • Bachelor’s degree with emphasis on communications, marketing, and business
  • Previous Customer Service, Customer Success, Customer Experience, or Account Management experience
  • Technical knowledge of the latest digital marketing tools and channels, including Customer Relationship Management platforms and marketing automation platforms
  • Experience creating and executing marketing campaigns and programs that drive customer engagement and advocacy
  • Experience with customer analytics and customer segmentation analysis to identify and validate key performance metrics that result in LR commercial success
  • Ability to write effective copy is a necessity; graphic design capabilities are a plus
  • Familiarity with B2B marketing, lead generation, Account Based Marketing (ABM), CX frameworks, and sales processes
  • Strong passion for serving and understanding customers
  • Interpersonal skills to help them nurture customer relationships and work with cross-functional teams
  • Incredibly creative marketing and communication skills
  • Analytical skills to determine marketing effectiveness and value produced through customer engagement efforts
  • Strategic thinker that can see beyond the day-to-day grind to help reach marketing and sales goals, create a stronger brand, and improve the customer experience

 

Diversity and Inclusion at Lloyd's Register:

Together we are one Lloyd’s Register, committed to developing an inclusive and safe workplace that embraces and celebrates diversity. We strive to ensure that all applicants to LR experience equality of opportunity and fair treatment, because we believe it is the right thing to do. We hope you do too.

 

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