Where: Screver, Voice of the Customer & Employee Platform, Zurich, Switzerland
Location: Remote or Ukraine (Lviv is preferred), Croatia
Employment: Full-time or flexible part-time
Apply here: https://go.screver.com/capptoo/cx-marketing-manager
About the role:
Screver’s goal is to improve customer and employee experience by analysing feedback and people behaviour. Our customers are word-class companies like Nestle, ABB, MSD Merck Sharp & Dohme, Lonza, Glacier Express.
When our clients start using our platform they ask for guidance on how to collect feedback, which questions to ask, how to measure customer satisfaction over time, what’s the best channel and timing to run a survey, how to interpret the data, and so forth. That's where you come in.
You, as a customer experience consultant, will be responsible for the design and launch of customer feedback strategies, analysis of data received and suggestions of actions to take based on them. You will supervise and take ownership of the project. In conjunction with these responsibilities, you will drive the product marketing strategy to expand Screver to other industries / countries, and support our sales process.
What you'll get to do:
- Work directly with customers as a trusted customer experience expert: You'll create and launch feedback collection strategies, analyse received data, take proactive steps with the team and be the first point of contact.
- Design the customer feedback strategy: You'll conduct market and competitors research, set-up customer journeys and map the touchpoints. Then translate the strategy into concrete short- and medium-term plans, objectives and improvements.
- Take data-based decisions. You'll track customer experiences across multiple online and offline channels, devices, and touchpoints and predict customer behavior, based on the data.
- Drive inbound and outbound lead generation: This includes driving the team to create content strategy for the blog, landing pages, product videos, case studies, product guides, webinars, and — of course — social media posts and ads.
- Shape our product: As you collaborate with customers, you'll gain insights — and work with the product team to identify new areas for growth.
Who we're looking for:
- You have Advanced English communication and presentation skills
- You have 5+ years experience as a B2B marketer in tech startups, including SaaS
- You have experience in digital sales funnel creation
- You know how to conduct research, how to ask the right questions, use and read CX metrics (NPS, CSAT, CES etc.)
- You have built, or are committed and managed content strategies: collaborate with marketeers, content writers, designers - Work with in-house or external writers and other content creators to create the desired content