Nativo Insidetracker
Back to Careers

Customer Marketing Manager

Posted Jan 05, 2021

Are you agile in mind, body & soul with a true customer-first mindset? Are you constantly positively dissatisfied and have a relentless desire to better understand what makes customers tick and how to enhance their experience? Are you equally passionate about creative strategy, marketing technology, data analysis and audience segmentation?  Are you a self-starter, comfortable and resilient in the dynamic ebbs and flows of a high performance environment? 

If so, this could be a good fit, so read on...

InsideTracker is seeking an ambitious, thoughtful, outgoing, unflappable, master of balancing left & right brain thinking to join our equally ambitious marketing team. 

Reporting to the Director, Performance Marketing you will champion the customer marketing experience and are charged with the proper care, service and communication to our valued InsideTracker customers. You will work closely with the marketing team to manage and execute equally thoughtful and complex retention, engagement and loyalty strategies that take our relationship with them to new levels. You are the human bridge between the company and our customers, constantly acting as their advocate and serving in their best interest while driving engagement and repeat business.

Requirements

  • 3-5 years of customer marketing experience

  • Previous Customer Service, Customer Success, and/or Account Management experience at direct-to-consumer and customer-focused companies 

  • Champion of best practices of customer marketing strategies including loyalty, referral programs, retention, cross-sell/upsell tactics, and customer engagement 

  • An insatiably curious eye on industry trends and insights relevant to customer marketing, loyalty, membership, retention, and automation strategies/techniques

  • Direct customer engagement experience including email, chat, video conferencing and phone calls 

  • Strong understanding of best practices with standard email marketing, list segmentation, automation, journeys and workflow procedures

  • Hands on experience using Marketing Software, Email Service Provider, SMS, Push Notification, and CRM softwares

  • Proficient with the Hubspot sales and marketing platform with a focus on workflows, automation, customer data management, customer segmentation and the reporting platform

  • Skilled in reading, translating and sharing marketing reports, especially behavioral trends 

  • Passion for innovation at the intersection of:

    1. Health/Wellness/Nutrition

    2. Science & Technology

    3. Biohacking/Quantified self

Responsibilities

  • Customer Marketing

    • Oversight of customer marketing strategy, plans and execution to support, retention, repurchase and advocacy goals. 

    • Drive engagement and ROI with thoughtful engagement campaigns, cross-sell and upsell initiatives and referral campaigns

    • Develop a deep understanding of our customers and act as their voice  to the internal team, sharing insights that drive engagement and loyalty

    • Lead rapid prototyping and A/B tests to improve our benchmarks relevant to marketing and commerce KPIs

    • Report internally on key trends, test results and plans to internal stakeholders

  • Customer Nurturing - Manage the nurturing of the customer database through creative, out-of-the-box thinking while on-brand and strategic customer communications, such as:

    • Email Marketing Campaigns

    • Automated Sales and Marketing Workflows

    • SMS and Push Notifications

    • Constant A/B Testing

  • Customer Success Alignment

    • Act as the core liaison between Sales & Marketing team and Customer Success team

    • As part of your onboarding and once a week ongoing, you will not only shadow, but act as a member of the Customer Success team to ensure you maintain first hand experiences with our customers. 

    • Your internal “client” and key stakeholders will be the Customer Success team to ensure the strategies, tactics, promotions and messaging designed align with our customer experience vision and protocols. 

  • Referral Program - Develop and grow an effective and creative Referral Program.

  • Loyalty Program - Program creation, strategy & optimization.  Platform research, member acquisition, engagement and retention and the modeling, analysis and reporting of KPIs

  • Customer Reviews - Oversee the solicitation and monitoring of Customer Reviews via TrustPilot and supporting cross functional teams with implementing those reviews across channels (social, testimonials, site/ecommerce, email). 

  • Quarterly Customer Survey - Design, recruit and report on findings from quarterly customer quant research.

Details

  • Reports to:  Director, Performance Marketing

  • Location:  Cambridge, MA (remote applicants may apply)

  • Hours:  Full time, exempt (salaried)

  • Candidates must be authorized to work in the U.S without sponsorship

About InsideTracker

InsideTracker is the leading personalized nutrition platform which generates ultra-customized recommendations to optimize an individual’s health by tracking and analyzing blood and genetic biomarkers using a patented algorithm.

Our expert system matches the most relevant, science-based recommendations to each individual based on blood data, DNA data and demographics, as well as self-reported preferences and goals. InsideTracker was founded in 2009 by leading scientists in aging, genetics and biometric data from MIT, Tufts and Harvard.

We are a seasoned and high performance team in a period of rapid growth. Relentlessly dedicated to what we do and why we do it, InsideTracker is fueled by our mission to transform the way every human being eats, sleeps and moves to live a longer, better life.

For more information please email @