Location: Manchester,NH, USA
About Us:
Our mission is to elevate leading brands through unforgettable digital connections with their customers. Sitecore delivers a composable digital experience platform that empowers the world's smartest and largest brands to build lifelong relationships with their customers. A highly decorated industry leader, Sitecore is the leading company bringing together content, commerce, and data into one connected platform that delivers millions of digital experiences every day. Thousands of blue-chip companies including American Express, Porsche, Starbucks, L'Oral, and Volvo Cars rely on Sitecore to provide more engaging, personalized experiences for their customers. Learn more at Sitecore.com.
Sitecore's foundation is our diverse group of passionate, smart, innovative, and collaborative individuals located across four continents and over 25 countries. Having a wide range of perspectives, experiences, and skills is what makes us the company we are today. The Sitecore values are what drive and unite us across the globe.
About the Role:
We are seeking an experienced and dynamic Senior Director, Customer Marketing to lead and elevate our global customer marketing strategies. This role will drive customer retention, advocacy, expansion, and engagement. The ideal candidate will have a proven track record in customer-centric roles, with a deep understanding of the B2B SaaS landscape. This is an excellent opportunity for a leader who is passionate about designing and scaling customer programs that enhance customer lifetime value (CLV), building a strong, engaged community of advocates, and leading a high-performing team.
What You'll Do:
* Team Leadership: Lead, mentor, and develop a high-performing customer marketing team. Foster a collaborative and innovative environment to execute the customer marketing strategy effectively across the organization.
* Customer Advocacy: Expand our customer advocacy programs by identifying and cultivating customer champions. Leverage these advocates to amplify our brand through testimonials, case studies, reviews, and speaking engagements. Promote recognition programs such as awards and peer-to-peer reviews to boost advocacy. Lead initiatives to expand positive reviews across key platforms.
* Customer Retention: Design and implement comprehensive strategies to drive customer retention and reduce churn. Collaborate with Customer Success, Support, Product, and Marketing teams to enhance customer experiences, ensuring continuous value delivery and satisfaction throughout the customer lifecycle.
* Customer Expansion: Work closely with cross-functional teams to identify opportunities that increase customer lifetime value (CLV) and strengthen long-term relationships.
* Customer Advisory Board (CAB) & executive engagement: Establish and manage a Customer Advisory Board and CMO community.
* Cross-functional Collaboration: Work closely with Sales, Product, and Customer Success teams to ensure customer insights are incorporated into broader business strategies. Drive alignment between customer marketing efforts and company-wide objectives to maximize impact.
* Metrics & Reporting: Define and track key performance metrics for customer marketing initiatives, such as NPS, CLV, churn reduction, and customer engagement.
What You Need to Succeed:
* 7+ years of experience in customer marketing, customer success, or related roles in a B2B tech environment
* Proven experience in leading customer advocacy, retention, and community engagement programs
* Demonstrated experience in leading and developing high-performing teams
* Strong understanding of customer lifecycle management and customer experience strategies
* Excellent communication and leadership skills with the ability to influence and collaborate across all levels of the organization
* Data-driven mindset with the ability to analyze metrics and translate them into actionable insights
* Experience in managing customer advisory boards and building professional communities
Why You Should Click 'Apply':
Growth! We are tapping into an exciting $30B market opportunity that is still very much in its infancy and feel. It's never been a better time to join Sitecore as we look to grow by 30% YoY. Growth for us means growth for you and your career.
Great team and company culture! You can find out more about our company culture and learn about our commitment to creating a diverse and inclusive workplace, on our YouTube Channel. Thanks to the work of every employee globally, Sitecore has been recognized for award-winning Culture by Comparably.
How We Hire:
At Sitecore, we put a lot of care and time into who we hire. We believe that in order to build the best products, we need to build high-impact teams. Our recruitment process centers around what we call the Life Story interview, a conversational-style interview where we get to learn more about you.
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