Customer Marketing Manager Position

community-managerPosition Overview

We’re looking for a driven, well-organized, positive, and enthusiastic Customer Marketing Manager to market to our current customers in order to drive retention, customer satisfaction, loyalty, advocacy, growth, and community participation. As a robust content marketer, the Customer Marketing Manager will pitch on-brand campaigns and playbooks, take the ideas all the way through production to implementation, release campaigns and initiatives according to the customer marketing schedule, and make recommendations and improvements based on KPIs.

A crucial part of our strategy is live streaming, so experience with live stream production, specifically OBS and Zoom, is a must.

The Customer Marketing Manager will be a key member of our operations team and will work closely with the Director of Operations, the CEO, and the CEO’s assistant.

HOURS & PLACE OF WORK

  • This is a full-time, 40 hours per week role. For this role, you’ll need to live in or near Dallas, Texas and work in our office in Farmers Branch, Texas (635 + 35E).
  • You’ll have the ability to work from home 1-2 days per week.
  • Working in the office on Tuesdays is mandatory in order to produce our live broadcast to customers.
  • Typical hours for this role are 9 am-5 pm, Monday-Friday; on occasion there is a need to work additional hours on evenings and weekends during a launch or other events throughout the year.

Duties and Responsibilities

Campaign Creation: Our customer marketing goal is to provide our customers with the right content at the right time to help them be so successful that they can’t help but to order their next box each quarter, turning our customers into brand advocates and super users. We have multiple promotions throughout the year and on-going initiatives, and you will create campaigns and playbooks for each project to drive customer engagement and advocacy.

  • Being self-driven and using your creative freedom within the campaign and brand guidelines to pitch, create, execute, and optimize campaigns and playbooks for customer onboarding, renewals, saving, upsells, and crossells.
  • Coordinating with the product development team for product assets
  • Reporting on KPIs and project completion to the Director of Operations
  • Owning and developing success programs and success plans, like the Customer Onboarding Program, Customer Onboarding Success Plays, Nurturing Success Programs, Feature Adoption Program, Nurturing Success Plays with triggers, Saving Success Plays, Accountability Groups, etc.
  • Owning and developing user personas, the customer journey, sales touchpoints, customer segments, case studies, and use cases
  • Maximizing the quantity and quality of customers participating in the campaigns
  • Protect the email list from over-sending and fatigue
  • Strategically recommend additional product sales through community efforts and brand communications
  • Recommend value ladder ascension activities and economy offerings to complement our current product offering
  • Optimize the customer store for campaigns, upsells, and crossells

Content Creation – Written copy, live stream, video, graphics, and photos: From campaign ideation to creation of the content and deploying the strategy.

  • Writing engaging, on-brand copy for emails both broadcast and triggered, community posts, video scripts for live streams, in our communities, and in our LMS, articles in our answer vault and resource center, PDF downloads, and product packaging.
  • Producing impactful, breakthrough live streams and webinars that address our customers’ needs and remove roadblocks. Content includes written scripts, our live feed, live feed from guests, pre-shot videos both in house and customer graphics, overlays, pictures, transitions, PDF downloads, email and community promotion, in-app and web hosting of live replays, and repurposed content from lives for the community.
  • Creating on-brand videos, graphics, and photos for customer content, like emails, community posts, LMS customer touch points, articles in our answer vault and resource center, and PDF downloads.
  • Coordinating all pre-production, including storyboards, locations, props, talent, etc
  • Coordinating schedules for video and photoshoots with team members, especially our CEO’s executive assistant
  • Batch producing content efficiently
  • Ensuring all post production for deliverables is completed

Community Management: From campaign ideation to creation of the content and deploying the strategy.

  • Keeping the community aligned with helping the customer successfully move through the TalkBox.Mom program
  • Creating campaigns, initiatives, and posting schedule to reach KPIs and the Company Vision
  • Managing customer community both in the app/website and FB with the support of community moderators
  • Working with community members to share their stories and turn them into customer testimonials

Brand Management: Keeping our brand and voice consistent across our channels.

  • Representing the TalkBox.Mom brand correctly on each channel and through each medium
  • Ensuring content is up to TalkBox.Mom Brand standards
  • Promptly addressing any and all discovered mistakes, misspellings, errors, etc. as quickly as possible to protect integrity of the brand publicly.

Analytics & Tracking: Studying our numbers monthly and coming up with ideas to improve our performance.

  • Tracking key metrics and reporting to leadership
  • Using metrics to identify trends, areas of improvement, and areas of expansion

Overseeing Project Management of Front-End & Back-End Campaigns

  • This includes managing or collaborating with team members involved in each campaigns, managing each section of the project and ensuring KPI of On-time Delivery of Projects is met to achieve revenue targets
  • Bringing forward new proposed workflows to improve department efficiency and decrease time of execution

Create Standard Operating Procedures for All Creative & Customer Resources
Develop, modify, and perfect all processes and templates needed for creative and customer resources to be leveraged correctly, timely, and efficiently by all departments within the organization.

  • This includes templates and deliverable likes testimonials
  • Developing and maintaining our internal knowledge base for customer content, specific replays to shares with customers facing specific challenges, and products
  • Creating and optimizing saved replies across the organization for both email and direct messaging to increase retention

Learning new trends & staying up to date: The marketing world changes so quickly and part of your job will be to stay up to date with the absolute latest trends so we can implement them quickly.

Key Performance Indicators:

  • Email List Open Rates, Click-Through Rates and Unsubscribe
  • % of Customers that have purchased 1+, 2+, etc. products
  • % of Customers that renew each quarter
  • Promotion KPI’s
  • On-time Delivery of Projects
  • Customer Lifetime Value
  • Net Promoter Score

Team Members:

  • Community Moderator
  • Product Lead Designer
  • Customer Support Representatives

Cross-functional Team Members:

  • Sales Representatives
  • Social Media Manager

Skills and Abilities

Ideation, Graphic Design, Photography, Videography, Photo & Video Editing: The Customer Marketing Manager must be able to come up with the ideas for customer marketing and have the graphic design as well as photo and video skills to make it a beautiful reality.

Taking Direction & Maintaining Alignment: The Customer Marketing Manager will need to collaboratively pitch ideas and, as needed, rework pitches to achieve alignment based on feedback. Then they will need to keep that alignment all the way through execution.

Digital Marketing Strategies: The Customer Marketing Manager will need to understand how to succeed on different marketing channels, especially email, community groups, live streams, and websites. They will need to be able to ensure funnels, emails, and community relationships are nurtured to create raving fans and repeat purchases. They will also need to have technical knowledge of the latest digital marketing tools and channels, including customer relationship management platforms and marketing automation platforms. There will be some print marketing; however, training will be provided as needed.

Great Copy and Storytelling: The Customer Marketing Manager needs to write high converting copy that inspires and drives customers to take action. All of their copy, videos, graphics, and photos need to tell our story in a compelling way that stays on-brand.

Top Organizational Skills: The Customer Marketing Manager must be able to come up with systems, guidelines, and methodologies to get tasks done in an effective and timely manner. They must have strong organizational skills to help keep company resources organized so that our systems can run smoothly, especially during tight deadlines. (Including the organized use of Google Drive folders and Monday.com—our project management system.)

Team Player: In addition to working directly with the Director of Operations, the Customer Marketing Manager will also work with team members that are in the office and remote. They’ll need to be able to collaborate and communicate well with these team members, maintaining a can-do spirit and avoid making excuses or gossiping.

Previous Experience:

  • Bachelor’s degree with emphasis in communication, marketing, and/or business or equivalent working experience
  • 2-5 years of proven experience in communications, content marketing, or related field
  • Experience creating and executing marketing campaigns and programs that drive customer engagement and advocacy

Application Instructions

If you’d like to be considered for this role, please respond to jobs@talkbox.mom by Wednesday August 31, 2022 with the following details:

  • Step #1: Take your personality assessment here: www.16personalities.com
  • Step #2: Email jobs@talkbox.mom with…
    • Your Assessment results from step #1
    • Your resume
    • 3-5 sentences on why we should hire you
    • Links to or samples of content you have created
    • Please use the subject, “Customer Marketing Manager” in the email

If you’ve got talent burning a hole in your pocket, wishing your job really made use of your skills, you might be just the person we are looking for.

Want to learn a little bit more about us? Keep reading!

What We Do

At TalkBox.Mom, we help families to start talking in a foreign language the exact same day they start. Our mission here is life changing results. Not only do we change our families’ current and future opportunities by helping them to use a new language in their lives but we also help our families to be more goal focused, exude more confidence, and have a stronger, happier bond as a family.

In everything we do at TalkBox.Mom, we aim to inspire confidence and action. Our signature program is our subscription boxes with native speaker audio in our companion app, which guide our family through a proven framework to use a language every single day in their home.

Meet Adelaide

You might know Adelaide Olguin from speaking at the Great Homeschool Conventions and other educational conferences, or from the TalkBox.Mom program and webinars she offers to help families to start talking in a foreign language. To learn more about our fearless leader, check out the details here.

Our Team Values

  • Relentless Wow: In all our work, our goal is to widely exceed the expectations of our team and customers through high-quality, detail-oriented, and customer-centric innovation with a focus on data and improvement.
  • Total Ownership: When we fail, we own it, resolve it, learn the lesson to avoid it in the future and always focus on getting it right instead of being right.
  • Unwavering Integrity: We tell the truth, do what’s right, and honor our commitments even when inconvenient or embarrassing.
  • Enthusiastic Collaboration: We are prepared to contribute with a positive attitude without skipping steps, to respectfully give and receive constructive criticism to reach our goals, and to always prioritize what is best for TalkBox.Mom and our TalkBox.Mom families.
  • Continuously Deepen Expertise: In our roles, we never stop striving to improve our skills through professional trainings, books, and the guidance of experts; we constantly improve ourselves, our operations, and our products.
  • Working from Intentional Rest: We intentionally set a schedule for our work, keeping it transparent and up to date, as well as intentionally but privately set a schedule for our personal life, which allows us to come to work invigorated and ready to make our greatest contributions.
  • Good Food and Fun: We allow fun to shine through our work, so our customers can feel it!

Team TalkBox.Mom Perks

Did we forget to mention all of the TalkBox.Mom perks? We’re fast-paced and rapidly growing. Our small but mighty team is full of talented and motivated individuals who enjoy coming into work. But these awesome perks help just a little too:

The Benefits:

  • Competitive compensation and paid time-off, along with ample company paid holidays.
  • Never working on your birthday again! Hit the beach or the spa, we don’t care what you do, just don’t come to work!

The Team:

What can we say? We really like each other! We like to work hard and play hard!

The Culture:

Forget the traditional corporate culture. Adelaide left that behind years ago for a reason and has created something entirely different! Have a question? Have an emergency? At TalkBox.Mom, we’re all family and here to support you however we can!

The Development:

Something you’ve always wanted to learn? We offer annual professional and personal development opportunities, so let us know where you want be, and we’ll send you there!