Sr. Marketing Program Manager I

About the Role

Key Responsibilities

• 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.
• 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 insights to inform strategy and drive enhancements in the customer experience.
• 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.
• Oversee the planning, execution, and optimization of customer marketing campaigns across multiple channels, including email, social media, content marketing, and events.
• Focus on expansion and growth within the current customer base, including customer success account growth and targeting.
• Lead initiatives such as Customer Advisory Board meetings.
• 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.
• Develop and implement processes and systems to improve customer interactions and satisfaction.
• Monitor and optimize customer success activities to identify opportunities for improvement.
• Create initiatives to transform customers into advocates through referrals, online review campaigns, testimonials, and case studies.
• Conduct social media monitoring to surface advocates and detractors and engage with key customers.
• Develop and maintain relationships with key customers to serve as brand ambassadors.
• Collaborate with Online Reputation Management team to manage online sentiment campaigns.
• Prepare regular reports on customer experience metrics and present findings to relevant teams and leadership.
• Identify and address gaps or issues impacting customer satisfaction.

Requirements

• BA in marketing, business, or a related field or equivalent experience is preferred.
• 8+ years of 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.

Nice to Have

• Experience with customer experience strategies and tools.
• Experience in event planning and execution.
• Knowledge of online reputation management and social media engagement.

Benefits & Perks

• Salary based on education, work experience, certifications, etc.
• 401k with employer match.
• Medical, dental, and vision insurance.
• 12 paid holidays throughout the year 2025.
• Sick pay accrual according to state law.
• Parental leave.
• Life insurance, disability insurance, accident and illness insurance.
• Health and dependent care flexible spending accounts.
• Wellness benefits.
• Flexible time off for all full-time employees.