Customer Marketing Manager

JOB SUMMARYVMA GROUP has partnered with a global travel-tech company that is looking to expand its customer marketing function. We are seeking a superb candidate who is not only passionate about technology in the travel sphere but loves the data-centric side of marketing, willing to be present in the office 3 days a week to collaborate with the marketing and sales functions to truly make an impact in the role from day one.You’ll need Salesforce experience, preferably PardotTravel or technology background4+ years in Marketing/Customer marketing/CRM roleRetention & Loyalty marketing are in your wheelhouseA positive solution-driven, customer-centric marketerWho you are:Your guiding principle is the client, and you're a natural collaborator. You understand the value of teamwork and have experience working closely with Client Success teams to create exceptional client experiences, drawing on deep insights into the customer lifecycle.You are a strong advocate for the client’s voice and take pride in identifying those pivotal 'aha' moments that foster engagement with key stakeholders. You excel at leveraging lifecycle data and insights to shape marketing campaigns that resonate with both prospects and existing clients, all while maintaining strong, collaborative relationships with both internal and external teams. Your approach is grounded in mutual trust and cooperation, ensuring you and the business meet their strategic goals.In this role, you'll take ownership of the global client nurture and advocacy program, ensuring clients remain informed, engaged, and consulted through thoughtful content and strategic initiatives. As our client embarks on the next chapter, we're looking for a customer marketing expert to strengthen the connection with their clients.ResponsibilitiesLead 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 clientsOwn the client feedback programme, centralising one view of the client’s experience within the CRM tool (Salesforce) for global teamsOwn the global client nurture and advocacy programme, keeping our clients informed, consulted and engaged through meaningful, relevant content and engagement initiativesWork with the Marketing team to develop messaging into client-facing communicationsCollaborate with the Client Success team to deliver a high-engagement content programme for different client segmentsSupport Client Success and Client Engagement with bespoke marketing content for key clientsOwn 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 the opportunity for engagement events to provide a platform for feedbackWork closely with growth marketing, account managers and sales, helping to meet objectives through customer advocacy initiatives and upsell initiativesWork 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 cooperation and trust to achieve our collective strategic prioritiesRequirements: Analytical skills to determine the effectiveness of the client marketing programme and align client satisfaction/experience scores with wider business goal performance.Salesforce experience essentialThe ability to write creative email copy is essential.Technical knowledge of digital marketing tools and channels, including CRM (Salesforce knowledge is a big plus) and marketing automation platforms (Pardot knowledge is a plus).Experience creating and executing marketing campaigns and programs that drive client engagement, advocacy and revenue growthFluent in English – French and/or German would be a bonusBachelor’s degree preferable with emphasis on communications, marketing and business ( or equivalent work experience)If you're energised by challenges, thrive in dynamic environments, and want a hands-on role where you can make a real impact, this could be the opportunity for you.Due to a high volume of applicants, we are unable to respond to everyone. We will get in touch if you are successful in your application.VMA GROUP is a leading international interim, contract, temporary and permanent recruitment and executive search specialist. We are specifically focused on providing support to the communications, marketing, digital and change communities.Our specialist practice areas cover: communications, corporate communications, internal communications, change communications, PR, media relations, financial communications, CSR, public affairs, investor relations, marketing, brand, digital marketing and agency services.We have a reputation for providing expert consultancy services and advice, supported by in-depth knowledge of the professions we recruit for. Our thought leadership and benchmarking studies have become go-to resources for the communications, marketing, digital and change industries, supporting planning and decision-making for organisations of all shapes and sizes.In the UK, VMA GROUP has offices in London, Bristol and Manchester and in Europe, VMA GROUP has offices in Amsterdam and Brussels, but we work with organisations and individuals on a global basis.VMA GROUP is committed to equal opportunities and is an Inclusive+ Recruiter.