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About the Company
Thomas International are a leading global talent assessment platform provider. For 40 years, we have been using our suite of scientifically valid psychometric assessments and in-house training portfolio to provide technology driven solutions to ensure our clients recruit, develop, manage and engage their workforce as effectively as possible. We own our businesses in the UK, France, Belgium, Netherlands, South Africa, Australia, Hong Kong and Malaysia with circa. 200 employees and have developed an extensive distribution model for our assessments and, as a result, we sell to over 50 countries worldwide.
The company received private equity investment in February 2018 and is on an accelerated and ambitious growth plan. This will be achieved through a transformation of our online products via our new Thomas Assessment platform, launched in late 2020. We will continue to build upon our combination of science, data and technology, delivered via a SaaS approach that is disruptive in challenging the existing solutions in the market.
About the Role
Working with the Director of Demand Generation and wider Marketing and Customer Success teams, our Customer Marketing Manager will create, manage, deliver and report on customer marketing programs designed to deliver an exceptional customer experience and drive expanded revenues from our global customer base.
The Customer Marketing Manager is a “hands on” role to support the delivery of measurable and scalable communication campaigns covering every aspect of the post-acquisition customer journey, from onboarding through to renewal and expansion.
Working in close collaboration with partners in Customer Success, Sales and Regional Marketing teams, the role will be responsible for ideating, building, executing, and tracking the outcomes of global and regional customer programs that underpin the target customer experience. They will then report back to senior leadership and showing ongoing optimisation of marketing investment.
The ideal candidate will be a flexible, energetic, and proactive marketing professional. They will be an excellent communicator, who works well in a dynamic, fast-paced environment and is able to multi-task on several projects simultaneously with on time and on budget results.
Responsibilities
- Plan, develop and execute the customer marketing strategy globally
- Measure, optimise and report out on the success of customer campaigns
- Measuring/tracking revenue resulting from Customer Marketing efforts to optimise Return of investment
- Strategy: partner with Customer Success (CS) define a community marketing strategy, one designed to commence build of an engaged community of users with activities to bring it to life
- Community Champion: be the face of the community, whether online or at physical events, and evangelise about what the community can do to help our audience
- Community Evangelists: identify community leaders and empower them to add more value to the community, share stories, advocate.
- A maniacal focus on the experience, success and resulting advocacy of current customers
- Educate customers about our products and services including to support product launch & adoption goals
- Deliver programs to create and leverage a dynamic community of referrals and advocates within the customer base
- Create connections with customers (engagement) to gain referrals, impact renewal rates, increase customer satisfaction and NPS scores
- Collect customer feedback via CSAT and NPS surveys and relay to product and CS teams
- Manage annual/biannual/quarterly customer satisfaction surveys to drive change throughout the organisation
- Manage consistent messaging and optimise communication touchpoints across the global customer base through in-app, digital and offline channels
- Utilise product usage and customer propensity data to identify opportunities for cross-sell and upsell communications, increasing loyalty and retention
- Drive and manage customer engagement and communication programs, such as in-person/virtual events, workshops, annual conferences, awards programs, onboarding, and ongoing nurture campaigns
- Manage and expand a library of up-to-date customer success stories for use across marketing, PR and sales channels
- Develop a customer lifecycle campaign framework and work with marketing operations to implement
- Create specialised marketing content for account management/customer success to help at-risk customers with targeted training and support resources
- Demonstrable experience in communications, customer marketing or a related field
- Experience of working within a community strategy for a Business 2 Business (B2B) company
- Experience with CRM, digital and B2B marketing, marketing automation
- Experience creating and executing marketing campaigns and programs that drive customer engagement and advocacy
- Familiarity with B2B marketing, lead generation, and sales processes
- BA/BS degree or equivalent working experience
- Strong writer and content creator
- Good time-management skills
- Ability to multi-task
- Excellent interpersonal and communication skills
- Critical-thinker and problem-solver
- Creativity to develop new and innovative ways of connecting with Thomas customers
- Strong analytical skills to analyse customer data and campaign results
- Strong attention to detail
Location:
We are flexible on location including country (as long as it’s a country where Thomas has an entity). The successful candidate is required to speak fluent English and work standard UK business hours.
- Vacation – 25 days per annum, plus the opportunity to purchase up to an extra 5 days per annum through the salary sacrifice vacation buy scheme (plus an extra day off for your birthday and for moving house!)
- Early Finish Friday – Finish at 15:00 all year round
- Bonus – Discretionary non-contractual bonus of 10% based on personal and company performance
- Auto – enrolment pension – available through salary sacrifice
- Employment Assistance Programme – Access to Workplace Options which provides a complete support network that offers expert advice and compassionate guidance and is accessible 24 hours a day, 7 days a week, 365 days a year.
- Westfield Health – cash plan where members of Team Thomas can claim back for various healthcare appointments (including dental and optical), as well as a 24-hour counselling and advice line
- My Specialist GP – a private GP surgery located in Marlow, which is available for all members of Team Thomas to use for emergency on the day appointments, paid for by Thomas International
- Gym Membership – Thomas International will either pay up to £28 per month towards gym membership at any nationwide gym, or £28 per month towards membership at The Marlow Club (a gym and swimming pool located close to the Marlow office)
- Perkbox – a communication, health & wellbeing and discount portal, allowing members of Team Thomas to keep up to date with business news, access information on health & wellbeing offerings and access discounts on a wide range of retail products and leisure activities
- Personalised Feedback Session – with a customer enablement specialist to gain insight into own assessment results
- Dress down policy – other than for client facing meetings where appropriate
- Enhanced Maternity and Paternity Scheme
We Recognise that there is a statutory duty under the Equality Act 2010 for employers to safeguard against discrimination on grounds of disability, and that this applies not only to existing employees but also to potential job applicants.
Our commitment to diversity and inclusion permeates throughout everything we do, from our products to our people.
