Director, Retention Marketing - SOCi (Texas)
About Us:
SOCi is a leading all-in-one marketing platform built specifically for "next-level" multi-location marketers. Our customers include top brands and influencers like Ace Hardware, Sport Clips, and Anytime Fitness who have the impossible challenge of managing their digital presence across 100s or 1000s of locations. SOCi platform makes the impossible, possible by enabling top brands and their locations to strengthen and scale their digital presence across hundreds and thousands of local search and social pages while protecting what matters most, their reputation.
Our accolades include:
+ Inc. 5000 honoree three years in a row for Fastest Growing Companies in America
+ Entrepreneur magazine's #1 Marketing Provider for Franchises, and top provider three years in a row
+ Front Runner for Gartner's SoftwareAdvice.com in Reputation Management
+ Top 100 rank on Financial Times The Americas' Fastest Growing Companies 2020
The Role:
The SOCi Customer Success team grows long-term profitable customer relationships by making strategic, operational and measurable contributions to customers? unique business objectives. As the quarterback and driver of account enablement, adoption, expansion, and end-user engagement, the Customer Success Team is directly impacting our rapid growth.
As the Director of Retention Marketing, you will have the responsibility to help ensure SOCi meets key revenue and retention targets by providing our customers with timely, engaging and actionable communications, retention programs, local marketing programs, adoption programs and customer analytics across all verticals. You will provide day-to-day strategic and tactical leadership and execution of initiatives designed to promote the highest level of customer satisfaction, revenue retention and revenue expansion across our customer base.
Responsibilities:
+ Lead the ideation, development, execution and subsequent enhancements and optimization of communications to maximize customer retention and expansion that also successfully drives company, financial and vertical business objectives.
+ Define and present communication retention business cases and recommendations to gain consensus among the cross-functional teams.
+ Develop and own customer communication retention and expansion strategy rooted in data, including clear objectives, communication channel roadmaps (email, blogs, Social, etc.), measures of success, and a learning agenda to continue informing and improving that strategy.
+ Develop and implement customer communication assets needed to successfully deliver new and enhancement product offerings in conjunction with the Product Marketing Manager in a Go To Market (GTM) process.
+ Develop retention marketing programs, messaging, collateral and communication assets to support all retention, expansion, critical accounts and crisis management use cases. Partner with marketing to ensure alignment and execution of all expansion sales campaigns including all messaging and campaign outcomes requiring support from retention marketing.
+ Partnering with sales and marketing, provide strategic and tactical support to all customer events across all verticals - including sponsorship recommendations, event management and all logistics.
+ Lead the ideation, development, and subsequent enhancements and optimization of local marketing strategies and tactics to maximize customer retention and expansion that also successfully drives company, financial and vertical business objectives.
+ Define and present localized marketing strategies, objectives and tactics for unique business cases and recommendations to gain consensus among the cross-functional teams and the customer in the onboarding process, ongoing cadence calls, quarterly and annual business reviews.
+ Serve as the subject matter expert on localized marketing for multi-location businesses in a multitude of industries, verticals, products, and services. Continuing education and research to build upon these skills are required.
+ Lead the ideation, development, execution and subsequent enhancements and optimization of communications related to adoption programs to maximize customer retention and expansion that also successfully drives company, financial and vertical business objectives.
+ Define and present adoption programs for unique business cases and recommendations to gain consensus among the cross-functional teams and the customer in ongoing cadence calls, quarterly and annual business reviews.
+ Partner with Customer Success Managers to develop customer account strategies around local level user adoption rooted in data, including clear objectives, communication channel roadmaps (email, blogs, Social, etc.), measures of success, incentives and a learning agenda to continue informing and improving that strategy.
+ Understand the customer and derive insights to improve retention and expansion targeting, segmentation, and end-to-end customer experience to retain and expand revenue from existing customer base.
+ Partner closely with SOCi marketing, customer success operations and product engineering teams to understand overall communications calendar and identify optimization opportunities.
+ Provide detailed reporting that allow key stakeholders to understand communication frequency and efficacy to show communication gaps and opportunities for optimization across the company.
+ Serve as the subject matter expert for retention and expansion communication strategy and best practices across the company.
+ Work cross-functionally with marketing, customer success, sales, engineering, finance and senior leadership team.
+ Define requirements and roadmap for CRM functionality to support retention marketing use cases and work with appropriate SOCi teams to drive execution and launch of new capabilities.
+ Provide strategic and tactical support of SOCi Customer Reference Program.
+ Provide strategic and tactical support of SOCi Voice of the Customer Program.
+ Manage and forecast for all revenue and retention programs which are a part of Customer Success.
+ Lead and direct the management over Retention Marketing team
+ Other tasks and duties as defined.
Required Skills + Qualifications:
+ 8+ years of direct marketing experience (with 5+ years in retention marketing) with SaaS company including a successful verifiable track record implementing and managing end-to-end retention, adoption and local marketing programs required.
+ 3-5 years of experience driving cross-functional teams (internal and external) with proven ability to drive growth against revenue, profitability, retention and expansion commitments.
+ In-depth knowledge of direct customer communications best practices with experience developing and implementing strategies across channels including designing and analyzing contact strategy and customer experience.
+ Strong analytical and problem-solving orientation, comfortable engaging with CRM and finance resources to review performance and drive targeting and segmentation efforts for communication campaigns.
+ Demonstrated ability and motivation to try new things and lead change, with a drive for continuous improvement and efficiency.
+ Exceptional project management and organizational skills.
+ Operates independently and efficiently to manage multiple projects and deadlines simultaneously and successfully, without sacrificing attention to detail.
+ Work well within cross-functional organizations and has proven experience driving end-to-end customer programs and working collaboratively with internal and external teams.
+ Experience in Saas, Social Media and enterprise software required.
+ BS or equivalent education and relevant experience ? MA/MS/MBA Preferred
What's SOCi's culture like?
Led by a team of industry experts, SOCi is leading tahe pack in Social Media and Reputation Management. Our passionate team of SOCialites work at convenient locations in both San Diego, CA and Austin, TX. We offer flexible PTO, comprehensive health & benefits packages and 401k (amongst many other perks). Every new team member is equipped with a MacBook laptop, tech accessories & SOCi swag. We are a fast-paced, agile environment where thought leadership and input is encouraged. If you are looking for a place where you can come and make a difference in the way enterprise organizations utilize social technology, then SOCi is for you.
SOCi is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.
* This article was originally published here
