The Marketing Manager, EMEA Customer Marketing, is responsible for overseeing, planning, developing and executing customer marketing programs as part of overall marketing strategy to create pipeline, retention and loyalty. Activities will be activated through marketing channels such as the website, social marketing, campaigns and events as well as supporting PR and outbound activities from both the Account Executives and Account Managers. This role will work closely with the global customer marketing and customer story teams to ensure success for global initiatives within Europe.

 Strategic responsibilities include:

  • Build rapport with local customers to support sales on renewals, referrals, and cross-sell and upsell opportunities
  • Lead and manage customer engagement and communication programs, such as: in-person/virtual events, workshops, annual conferences, awards programs, on boarding and ongoing nurture campaigns
  • Connecting with customers to ensure continued education and success throughout the relationship lifecycle
  • Identifying key customers that can act as a marketing channel through case studies, speaking opportunities, etc.
  • Help marketing and sales meet business objectives through customer advocacy initiatives

 Tactical responsibilities include:

 

  • Sell More - Upsell/Cross Sell

 

      • Manage upsell/cross sell campaigns to the installed base of customers to grow pipeline and closed deals
      • Create automated campaigns in Marketo that target the installed base
      • Work closely with Account Managers on outbound email (Yesware) and calling campaigns the target the installed base
      • Work closely with marketing operations to ensure the customer database is accurate and actionable

 

  • Amplify Customer Advocacy

 

      • Understand the Acquia EMEA installed base of customers including products purchased, vertical information, use cases, country (location) and willingness to speak to the press, act as sales references and speak at events working closely with Account Managers
      • Manage case studies, video testimonials, references, Engage awards, and customer participating in Engage Europe conference

 

  • Drive Customer Loyalty/Retention

 

      • Develop a POV for how to delight customers
      • Help foster the feeling of community amongst customers in Europe
      • Act as Acquia liaison with local user groups
      • Manage the EMEA customer newsletter working closely with global customer marketing team to ensure relevant local information is presented
      • Act as local EMEA liaison with global team for efforts such as Customer Advisory Board

 

  • Reporting

 

    • Work closely with global customer marketing to track and hit targets for MQCs, NPS and other key metrics pertaining to the role
  • Having a strong knowledge of the various marketing disciplines to know how to integrate customer advocacy assets
  • Understanding complex buying/selling processes involving multiple decision-makers for software and services purchases in enterprise accounts – particularly the buying process for software as a service (SaaS) solutions
  • Working collaboratively and sharing best practices with global customer marketing team
  • Manage the customer marketing budget
  • Managing translations into local languages as required
  • Managing vendors for execution as required

Personal qualities:

  • Strong passion for serving and understanding customers
  • Interpersonal skills to help them nurture customer relationships and work with cross-functional teams
  • Incredibly creative marketing and communication skills
  • Strong analytical skills to determine marketing effectiveness and ROI of customer engagement efforts
  • Strategic thinker that can see beyond the day-to-day grind to help reach marketing and sales goals, create a stronger brand, and improve the customer experience

Requirements/Skills Needed of Candidate:

  • Degree educated with 5 years B2B marketing experience with at least 5 years of building and managing demand generation and pipeline development programs
  • Must speak English fluently, German a plus
  • Previous Customer Service, Customer Success, or Account Management experience
  • Technical knowledge of the latest digital marketing tools and channels, including Customer Relationship Management platforms and marketing automation platforms
  • Experience creating and executing marketing campaigns and programs that drive customer engagement
  • Ability to write effective copy is a necessity; graphic design capabilities a plus
  • Familiarity with B2B marketing, lead generation, and sales process space
  • Proven ability to work closely and successfully with a sales organisation
  • Ability to work very independently and collaborate with cross-functional teams in a fast-paced environment
  • Strong analytics, reporting, project management and written communication skills
  • Rigorous attention to detail and focus on quality of deliverables
  • Ability to inspire; positive attitude, and an empathy toward the needs of salespeople
  • Some travel required – 15 to 20%

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