Reporting to: Senior Product Marketing Manager
Office Location: London, UK
Reed & Mackay leads the global travel and event management arena with extraordinary service and proprietary, client-led technology. Ranked first in the Sunday Times International Fast Track 2020, we are a business that is always looking forwards, while ensuring that we’re everything that our clients need today. In May 2021, we became part of Navan (formerly TripActions), and together we are setting the agenda for the future of business travel.
PURPOSE OF THE ROLE:
our North Star is the client and you’re a natural team player. You recognise the power of collaboration and have experience in partnering with Client Success teams to deliver an extraordinary client experience based on deep insight into the customer lifecycle.
Instinctively you champion the voice of the client, and love nothing more than finding the ‘aha’ moments that will drive engagement with key stakeholders. You are comfortable with harnessing existing lifecycle data and insight to develop and feed marketing campaigns for prospects and the client base. While still helping to build and maintain effective relationships with internal and external colleagues and stakeholders, in a spirit of mutual co-operation and trust to achieve our collective strategic priorities.
You will own the global client nurture and advocacy programme, keeping our clients informed, consulted and engaged through meaningful, relevant content and engagement initiatives. We’ve been on an incredible journey, and as we start our next chapter, we’re looking for a customer marketing expert to bring us even close to our clients.
If you love a challenge, thrive in fast paced environments, and want a hands-on role where you can deliver true impact this could be for you.
KEY RESPONSIBILITIES:
- Own the client feedback programme at Reed & Mackay, centralising one view of the client’s experience within the CRM tool (Salesforce) for global teams
- Lead the streamlining of customer insight programmes (NPS, CSAT) Provide expertise in the design of new data, research and insight processes, systems, and approaches to drive the existing NPS and CSAT programme; identify new touchpoints and ways to gather insight from our clients
- Own the global client nurture and advocacy programme, keeping our clients informed, consulted and engaged through meaningful, relevant content and engagement initiatives
- Work with the Marketing team to turnkey messaging into client facing comms
- Collaborate with the Client Success team to deliver a high engagement content programme for different client segments
- Support Client Success and Client Engagement with bespoke marketing content for key clients
- Own the customer advocacy programme, including referrals, testimonials, references, case studies and logo rights, identifying key customers to support speaking opportunities etc.
- Work closely with Event/Field Marketing to maximise opportunity for engagement events to provide a platform for feedback
- Work closely with growth marketing, account managers and sales, helping to meet objectives through customer advocacy initiatives and upsell initiatives
- Work closely with the Senior Product Marketing Manager, Business Intelligence, Customer Strategy and Success, and other key teams to oversee and drive data hygiene across the CRM database to deliver one accurate view of the client.
- Build and maintain effective relationships with internal and external colleagues and stakeholders, in a spirit of mutual co-operation and trust to achieve our collective strategic priorities
WHAT WE’RE LOOKING FOR:
- Fluent in English – French and/or German would be a bonus
- Salesforce experience essential
- Ability to write creative email copy is essential.
- Bachelor’s degree preferable with emphasis on communications, marketing and business (or equivalent work experience)
- Analytical skills to determine effectiveness of the client marketing programme and align client satisfaction/experience scores with wider business goal performance.
- Technical knowledge of digital marketing tools and channels, including CRM (Salesforce knowledge is a big plus) and marketing automation platforms (Pardot knowledge a plus).
- Experience creating and executing marketing campaigns and programs that drive client engagement, advocacy and revenue growth
