As Constant Contact continues to grow, engaging and retaining our customer base is critical to meeting our goals. As the Marketing Manager focused on Loyalty you are tasked with devising multi-faceted programs and initiatives that increase customer loyalty through the lifecycle so they are more likely to stay long-term and refer our products and services. In this position, you will collaborate with your colleagues in Customer Relationship Marketing as well as Marketing Programs, Support, Sales, Analytics, Product/Development and Finance to explore, create, and implement high impact, measurable strategies and programs to strengthen the relationship and emotional bond customers have with our company, and encourage greater advocacy. As a strategic thinker with strong analytical and tactical execution skills, this high-visibility role will give you the chance to make a significant contribution to the company’s revenue and delight-the-customer goals.

Responsibilities:

• Be the company expert on loyalty: what it means, what customers wants and needs are relating to loyalty, how we measure it, and how we know if we’re successful
• Design and manage campaigns and programs through the customer lifecycle that effectively foster customer loyalty
• Plan and manage compelling, integrated cross-channel campaigns, including:
• Plan for measurement and thoughtful reporting on promotion/program success
• Work with the creative services team on development of assets
• Coordination with stakeholders and other service teams across the organization
• Create the strategy for and manage the All-Stars program, where we recognize our top 10% of users annually
• Develop the plan to create new loyalty initiatives, from brainstorming/concepting, to testing and validation, as well as scaling
• Proactively dig into retention and loyalty metrics to identify new opportunities and root causes of existing issues
• Through close relationships, communication and building influence:
• Align with the customer lifecycle state owners and CLM team members to ensure loyalty programs fit in with other programs customers receive
• Collaborate on cross-functional projects led by other teams that are related to loyalty (for ex., broader retention and NPS initiatives)

Job Requirements:

• Bachelor's degree or equivalent
• 5-7+ years marketing experience
• Strong balance of the qualitative and quantitative sides of marketing, with a mix of left and right brain
• Highly developed written and verbal communication and presentation skills, tact, assertiveness and business acumen
• Proven track record of success in driving measured Marketing programs and tracking
• Solid organizational skills and ability to meet tight deadlines in an environment of competing priorities
• Ability to create strong internal and external relationships and build an environment around teamwork and collaboration
• Strategic thinker with hands on experience and solid attention to detail
• Flexible and self-sufficient, a self-starter
• Curious and creative thinker who always asks why, and can contribute to innovation
• Previous experience building loyalty programs is desired