Senior Manager/Director of Customer Marketing

Are you a CUSTOMER  MARKETING ALL-STAR looking for a fantastic place to call home?

If so, keep reading…

Hello… my name is Jesse Cannone, and I am the owner and CEO of The Healthy Back Institute. We help people live pain-free lives through a holistic system of educational content and proven solutions and products. Our Mission is to be the number one leader in joint pain management. 

We seek a Senior Manager/Director of Customer Marketing!

As our Senior Manager/Director of Customer Marketing, you will help us reach our mission by driving profitable sales growth in multiple backend sales channels. You will focus on crafting the customer experience, optimizing our CRM database, and running marketing campaigns to drive LTV and customer retention, creating raving fans of our customers.

FOCUS AREAS

• Drive profitable sales growth across all DTC sales channels.
  • Email Sales/CRM
  • Direct Mail / Package Inserts / Catalog
  • SMS/Text
  • Outbound Telemarketing Strategy- (offers/products)
  • And Expanding into additional backend channels like social, influencer, etc.
• Proven track record of growing customer LTV, including increased customer engagement, retention, repeat purchase rate, and active subscriptions by product.
• Optimize CRM Database Marketing by knowing our customers, segmenting them, and crafting a holistic end-to-end customer experience.

THE ROLE

You will play a pivotal role in shaping our customer lifecycle by partnering cross-functionally to increase customer retention and lifetime value. You will identify the right combination of strategies, tactics, triggers, and channels across different customer journey phases, designing, planning, and driving back-end monetization through effective customer marketing campaigns and loyalty programs, education, and new product releases.  

THE TEAM

With three direct reports, this team is responsible for engaging with customers from the point of sale throughout the rest of the lifecycle, owning back-end monetization and marketing communications to match products with our customer's needs effectively. 

Cross-functionally, the Customer Marketing Team works with the Customer Acquisition, Sales, Product, Analytics, and Customer Service teams to bring our strategies to life. We work closely with the rest of the organization to drive new product and partner launches, product engagement, and adoption. 

WHO YOU ARE

• The voice of the customer 
• Collaborative and cross-functional communicator
• Agile Analyzer
• Proactive Self-Starter
• Strong people leaders driving results through others

WHAT YOU HAVE

• A proven track record of driving profitable revenue growth via multiple sales channels by improving customer retention and lifetime value.
• 8+ years of customer marketing experience focusing on Email Sales/Marketing, SMS/Text,  Social Media, Direct Mail, package inserts, and Print Catalogs.
• Have worked as a leader driving high-growth LTV in a fast-paced direct response, e-commerce, or related companies selling DTC. The right candidate will have proven leadership experience in building a strong backend customer and retention marketing team. 
• Proven success translating data into business and customer insights to create the customer journey , driving customer engagement, retention, and upsell marketing programs, and understanding A/B test setup and analysis.
• Growth mindset, adaptability, and a drive for continuous improvement through Marketing Automation systems that put the customer first
• Must reside in the USA and be able to work for any employer without restrictions. Hours of Operation are 9:00-6:00 PM CST. This is a REMOTE role.  The compensation for this role is a generous combination of base salary and performance-based bonus within base compensation, starting between 130-150K.

If you have a passion for direct response customer marketing, a positive and proactive attitude, and a desire to grow and stretch in your next role, we’d love to talk to you!

PLEASE GET TO KNOW US 

• Explore our proven Pain Relieving Products here
• And find hundreds of customer Success Stories here.
• Check out our reviews on Glassdoor to learn more about our culture!
• Our Career page to see the position posting and LIFE AT HBI  HBI Career Page

Before applying for the role, we take hiring very seriously. Interviewing with us may include video and phone interviews, assessments, projects, and scenario-based situations. Although we cannot follow up with each candidate, we do our best to run a thorough process for candidates we identify as a potential fit.