Expired: over a month ago. Applications are no longer accepted.
POSITION OVERVIEW We’re looking for a driven, well-organized, positive, and enthusiastic Customer Marketing Manager to market to our current customers in order to drive retention, customer satisfaction, loyalty, advocacy, growth, and community participation. As a robust content marketer, the Customer Marketing Manager will pitch on-brand campaigns and playbooks, take the ideas all the way through production to implementation, release campaigns and initiatives according to the customer marketing schedule, and make recommendations and improvements based on KPIs. A crucial part of our strategy is live streaming, so experience with live stream production, specifically OBS and Zoom, is a must. The Customer Marketing Manager will be a key member of our operations team and will work closely with the Director of Operations, the CEO, and the CEO’s assistant. HOURS & PLACE OF WORK This is a full-time, 40 hours per week role. For this role, you’ll need to live in or near Dallas, Texas and work in our office in Farmers Branch, Texas (635 + 35E).You'll have the ability to work from home 1-2 days per week. Working in the office on Tuesdays is mandatory in order to produce our live broadcast to customers.Typical hours for this role are 9 am-5 pm, Monday-Friday; on occasion there is a need to work additional hours on evenings and weekends during a launch or other events throughout the year. DUTIES AND RESPONSIBILITIES Campaign Creation: Our customer marketing goal is to provide our customers with the right content at the right time to help them be so successful that they can’t help but to order their next box each quarter, turning our customers into brand advocates and super users. We have multiple promotions throughout the year and on-going initiatives, and you will create campaigns and playbooks for each project to drive customer engagement and advocacy. Being self-driven and using your creative freedom within the campaign and brand guidelines to pitch, create, execute, and optimize campaigns and playbooks for customer onboarding, renewals, saving, upsells, and crossells. Coordinating with the product development team for product assets Reporting on KPIs and project completion to the Director of Operations Owning and developing success programs and success plans, like the Customer Onboarding Program, Customer Onboarding Success Plays, Nurturing Success Programs, Feature Adoption Program, Nurturing Success Plays with triggers, Saving Success Plays, Accountability Groups, etc. Owning and developing user personas, the customer journey, sales touchpoints, customer segments, case studies, and use cases Maximizing the quantity and quality of customers participating in the campaigns Protect the email list from over-sending and fatigue Strategically recommend additional product sales through community efforts and brand communications Recommend value ladder ascension activities and economy offerings to complement our current product offering Optimize the customer store for campaigns, upsells, and crossells Content Creation - Written copy, live stream, video, graphics, and photos: From campaign ideation to creation of the content and deploying the strategy. Writing engaging, on-brand copy for emails both broadcast and triggered, community posts, video scripts for live streams, in our communities, and in our LMS, articles in our answer vault and resource center, PDF downloads, and product packaging. Producing impactful, breakthrough live streams and webinars that address our customers’ needs and remove roadblocks. Content includes written scripts, our live feed, live feed from guests, pre-shot videos both in house and customer graphics, overlays, pictures, transitions, PDF downloads, email and community promotion, in-app and web hosting of live replays, and repurposed content from lives for the community. Creating on-brand videos, graphics, and photos for customer content, like emails, community posts, LMS customer touchpoints, articles in our answer vault and resource center, and PDF downloads. Coordinating all pre-production, including storyboards, locations, props, talent, etc Coordinating schedules for video and photoshoots with team members, especially our CEO’s executive assistant Batch producing content efficiently Ensuring all post production for deliverables is completed Community Management: From campaign ideation to creation of the content and deploying the strategy. Keeping the community aligned with helping the customer successfully move through the TalkBox.Mom program Creating campaigns, initiatives, and posting schedule to reach KPIs and the Company Vision Managing customer community both in the app/website and FB with the support of community moderators Working with community members to share their stories and turn them into customer testimonials Brand Management: Keeping our brand and voice consistent across our channels. Representing the TalkBox.Mom brand correctly on each channel and through each medium Ensuring content is up to TalkBox.Mom Brand standards Promptly addressing any and all discovered mistakes, misspellings, errors, etc. as quickly as possible to protect integrity of the brand publicly. Analytics & Tracking: Studying our numbers monthly and coming up with ideas to improve our performance. Tracking key metrics and reporting to leadership Using metrics to identify trends, areas of improvement, and areas of expansion Overseeing Project Management of Front-End & Back-End Campaigns This includes managing or collaborating with team members involved in each campaigns, managing each section of the project and ensuring KPI of On-time Delivery of Projects is met to achieve revenue targets Bringing forward new proposed workflows to improve department efficiency and decrease time of execution Create Standard Operating Procedures for All Creative & Customer ResourcesDevelop, modify, and perfect all processes and templates needed for creative and customer resources to be leveraged correctly, timely, and efficiently by all departments within the organization. This includes templates and deliverable likes testimonials Developing and maintaining our internal knowledge base for customer content, specific replays to shares with customers facing specific challenges, and products Creating and optimizing saved replies across the organization for both email and direct messaging to increase retention Learning new trends & staying up to date: The marketing world changes so quickly and part of your job will be to stay up to date with the absolute latest trends so we can implement them quickly. Key Performance Indicators: Email List Open Rates, Click-Through Rates and Unsubscribe % of Customers that have purchased 1+, 2+, etc. products % of Customers that renew each quarter Promotion KPI’s On-time Delivery of Projects Customer Lifetime Value Net Promoter Score Team Members: Community Moderator Product Lead Designer Customer Support Representatives Cross-functional Team Members: Sales Representatives Social Media Manager SKILLS AND ABILITIES Ideation, Graphic Design, Photography, Videography, Photo & Video Editing: The Customer Marketing Manager must be able to come up with the ideas for customer marketing and have the graphic design as well as photo and video skills to make it a beautiful reality. Taking Direction & Maintaining Alignment: The Customer Marketing Manager will need to collaboratively pitch ideas and, as needed, rework pitches to achieve alignment based on feedback. Then they will need to keep that alignment all the way through execution. Digital Marketing Strategies: The Customer Marketing Manager will need to understand how to succeed on different marketing channels, especially email, community groups, live streams, and websites. They will need to be able to ensure funnels, emails, and community relationships are nurtured to create raving fans and repeat purchases. They will also need to have technical knowledge of the latest digital marketing tools and channels, including customer relationship management platforms and marketing automation platforms. There will be some print marketing; however, training will be provided as needed. Great Copy and Storytelling: The Customer Marketing Manager needs to write high converting copy that inspires and drives customers to take action. All of their copy, videos, graphics, and photos need to tell our story in a compelling way that stays on-brand. Top Organizational Skills: The Customer Marketing Manager must be able to come up with systems, guidelines, and methodologies to get tasks done in an effective and timely manner. They must have strong organizational skills to help keep company resources organized so that our systems can run smoothly, especially during tight deadlines. (Including the organized use of Google Drive folders and Monday.com—our project management system.) Team Player: In addition to working directly with the Director of Operations, the Customer Marketing Manager will also work with team members that are in the office and remote. They’ll need to be able to collaborate and communicate well with these team members, maintaining a can-do spirit and avoid making excuses or gossiping. Previous Experience: Bachelor’s degree with emphasis in communication, marketing, and/or business or equivalent working experience 2-5 years of proven experience in communications, content marketing, or related field Experience creating and executing marketing campaigns and programs that drive customer engagement and advocacy APPLICATION INSTRUCTIONS If you’d like to be considered for this role, please respond to this job post by Wednesday August 31, 2022 with the following details: Step #1: Take a personality assessment here: https://www.16personalities.com/free-personality-test Step #2: Reply to this job post with: Your Assessment results link from step #1 (find it in the email you get from 16personalities.com under the “V
Why Work Here?
Create life changing results for thousands of families in our fun and fast paced environment with lots of room to grow!
At TalkBox.Mom, we help families to start talking in a foreign language the exact same day they start. Our mission here is life changing results. Not only do we change our families’ current and future opportunities by helping them to use a new language in their lives but we also help our families to be more goal focused, exude more confidence, and have a stronger, happier bond as a family.
In everything we do at TalkBox.Mom, we aim to inspire confidence and action. Our signature program is our subscription boxes with native speaker audio in our companion app, which guide our family through a proven framework to use a language every single day in their home.