Customer Marketing Director

Must be able to commute to office in Atlanta, Ga.8:30 – 5:00 pm, work from home on FridaysPosition Purpose/Summary

The Customer Marketing Director is committed to providing the highest quality of service to the communities, customers, and employees we serve by playing a pivotal role in enhancing customer satisfaction and driving business success through engaging marketing campaigns and strategic initiatives. This position is integral to increasing customer advocacy, identifying cross-sell and up-sell opportunities, and fostering loyalty and retention. The Customer Marketing Director utilizes creative marketing and communication skills to effectively engage customers and serve as a liaison between customers and internal teams.

Primary Duties & Responsibilities

1. Develop and implement a data-driven Customer Marketing strategy aligned with overall business goals.
2. Design and oversee programs to enhance the customer journey across all touchpoints, from onboarding to renewal.
3. Build rapport with customers to increase renewals, referrals, cross-sell, and up-sell opportunities.
4. Produce on-brand marketing materials that effectively communicate with customers, ensuring continued education and success throughout the relationship lifecycle.
5. Develop and execute innovative Customer Marketing initiatives to drive engagement, loyalty, and increase customer lifetime value.
6. Measure the success of campaigns and adjust based on outcomes.
7. Manage annual customer satisfaction surveys to drive organizational change (NPS, CSAT, brand awareness surveys).
8. Identify key customers for marketing channels through case studies, speaking opportunities, etc.
9. Lead, collaborate, and provide feedback to internal teams (Product, Customer Service, Sales) to drive customer satisfaction and Net Promoter Score (NPS) improvement through targeted initiatives and feedback analysis.
10. Analyze customer data and track program performance to identify opportunities for personalization and targeted marketing campaigns, including automated workflows to support onboarding, adoption, retention, and reduce churn.
11. Performing all other duties and responsibilities as assigned.

Knowledge, Abilities, & Skills for Success

1. Effectively communicate in a positive and professional manner through written and verbal communications in all interfaces with customers/public, fellow employees, and vendors.
2. Demonstrated experience partnering with Client Success/Account management teams to coordinate, communicate, and deliver offers and campaigns that resonate with customers along their lifecycle
3. Strong understanding of customer journey and lifecycles
4. Proven ability to collaborate effectively with cross-functional teams.
5. Excellent analytical and critical thinking skills, with a strong focus on customer insights.
6. Persuasive communication and presentation skills, able to effectively communicate complex Customer Marketing strategies to diverse audiences.
7. Passion for exceeding customer expectations and building lasting relationships.
8. Ability to work as a team member and exert initiative to work independently to reach a goal.
9. Ability to embrace change in the workplace while encouraging others to seek innovative approaches.
10. Ability to function effectively as a team player.
11. Ability to work a flexible work schedule, as needed, to best serve our customers.

Qualifications

At a minimum, the Customer Marketing Director must 8 years of experience in marketing, MBA preferred. Experience in the telecom industry with knowledge of HubSpot a plus!

Physical Demands

Select one the following for the each of the items listed below:

• N (Not Applicable) – Activity is not applicable to this occupation.
• O (Occasionally) – Occupation requires this activity up to 33% of the time or 0 – 2.5+ hours/day.
• F (Frequently) – Occupation requires this activity from 33%–66% of the time or 2.5–5.5+ hours/day.
• C (Constantly) – Occupation requires this activity more than 66% of the time or 5.5+ hours/day.

Standing N☐ O☐ F☐ C☐

Walking N☐ O☐ F☐ C☐

Sitting N☐ O☐ F☐ C☐

Reach Outward N☐ O☐ F☐ C☐

Reach Above Shoulder N☐ O☐ F☐ C☐

Climbing N☐ O☐ F☐ C☐

Crawling N☐ O☐ F☐ C☐

Squatting/Kneeling N☐ O☐ F☐ C☐

Bending N☐ O☐ F☐ C☐

Keyboarding N☐ O☐ F☐ C☐

Driving N☐ O☐ F☐ C☐

Hearing N☐ O☐ F☐ C☒

Perceiving N☐ O☐ F☐ C☒

Communicating N☐ O☐ F☐ C☒

Distinguish Colors N☐ O☐ F☐ C☐

Outdoor Climate N☐ O☐ F☐ C☐

Various Terrain N☐ O☐ F☐ C☐

Cramped Workspace N☐ O☐ F☐ C☐

Lift/Carry:

Up to 10 lbs N☐ O☐ F☐ C☐

Up to 20 lbs N☐ O☐ F☐ C☐

Up to 50 lbs N☐ O☐ F☐ C☐

Up to 75 lbs N☐ O☐ F☐ C☐

Up to 100 lbs N☐ O☐ F☐ C☐

100+ lbs N☐ O☐ F☐ C☐ Push/Pull:

Up to 10 lbs N☐ O☐ F☐ C☐

Up to 20 lbs N☐ O☐ F☐ C☐

Up to 50 lbs N☐ O☐ F☐ C☐

Up to 75 lbs N☐ O☐ F☐ C☐

Up to 100 lbs N☐ O☐ F☐ C☐

100+ lbs N☐ O☐ F☐ C☐