Deputy

Lead Customer Marketing Manager

Job Description

The Role

Deputy seeks a Lead Customer Marketing Manager to join our growing marketing team. This pivotal role drives customer engagement, advocacy, and relationship-building with key accounts. You will work closely with leadership, customer success, services, sales, and marketing to create personalized programs that strengthen our relationships with customers (business owners, HR leaders, and operations managers) across various industries, including QSR, retail, hospitality, care, and more. The ideal candidate will be a self-starter with a passion for customer success and proven experience scaling customer marketing and advocacy programs that align with business objectives.


Responsibilities
  • Lead customer marketing efforts across SMB, Mid-Market, and Enterprise segments, with a global focus that ensures alignment with regional needs in the US, UK, and Australia.
  • Customer Advocacy & Engagement: Develop and manage a global customer advocacy program, identifying and cultivating key customer champions. Oversee their involvement in various marketing initiatives, including case studies, testimonials, videos, and success stories, while ensuring their participation is seamless and aligned with GTM efforts.
  • Lifecycle Marketing: Develop and execute lifecycle marketing programs to engage customers at various stages of their journey, from onboarding to renewal, ensuring continued value realization and long-term success.
  • Program Personalization: Design and execute personalized marketing programs tailored to customer personas and needs.
  • Renewal & Expansion Programs: Design and implement programs that support customer renewal, drive product adoption, and encourage the expansion of Deputy’s solutions within existing accounts to maximize customer lifetime value.
  • Channel Leverage for Awareness & Education: Leverage various channels—including email, paid social, webinars/events, user groups, communities, and more—to drive awareness, educate customers, and foster product adoption, renewals, and brand loyalty, ultimately supporting Deputy’s business objectives.
  • Content Development: Collaborate with cross-functional teams to create high-quality content (ROI/TCO studies, quotes, blogs, infographics, etc.) to support sales and marketing efforts.
  • Trial Experience Nurturing: Work cross-functionally to design and execute nurturing programs for customers in their trial phase, including developing targeted nurture emails, conducting A/B testing, tracking engagement metrics, and reporting on performance to optimize trial conversion and enhance the customer onboarding experience.
  • Social Proof & Reviews: Own the strategy and execution for driving customer reviews on key social proof platforms such as G2, Trustpilot, and Capterra, ensuring consistent, high-quality feedback that enhances Deputy’s brand credibility and supports customer acquisition efforts.
  • Metrics & Reporting: Track and report on the success of customer marketing programs, including engagement levels, advocacy program impact, and key customer satisfaction metrics.
  • User Groups & Customer Advisory Boards (CABs): Create and manage customer advisory boards to foster deeper relationships and engagement with key business leaders, ensuring alignment with Deputy’s mission and customer needs.

    • Requirements & Qualifications
  • Minimum 6 years of experience in marketing, with at least 3 years focused on customer marketing or advocacy programs.
  • Proven success in developing and executing customer marketing programs, including case studies, reference programs, and customer events.
  • Ability to personalize and scale customer programs based on different personas within Deputy's target industries.
  • Strong analytical skills with the ability to measure ROI and optimize programs for better business results.
  • Excellent communication and presentation skills, with the ability to engage and present to senior leadership and key customers.
  • Self-starter with excellent organizational and time management skills and a keen attention to detail.
  • Strong collaboration skills, able to work effectively across teams, including sales, product, and events.
  • Passion for Deputy’s mission and a deep understanding of our customers' challenges and needs.


    • Preferred Qualifications
  • Experience working with SMBs and mid-market customers, particularly in industries like QSR, retail, hospitality, and healthcare.
  • Experience with creating and executing customer advisory councils or user groups.
  • Proven ability to drive customer advocacy programs that deliver measurable business impact.




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