Manager, Customer Retention Marketing

작업 내용

Brambles companies, including CHEP, help move more goods to more people, in more places than any other organisation on earth. Our 330 million pallets, crates and containers are continuously in motion, forming the invisible backbone of the global supply chain and the world’s biggest brands trust us to help them transport their goods more efficiently, sustainably and safely. As pioneers of the sharing economy, Brambles created one of the world’s most sustainable logistics businesses through the share and reuse of its platforms under a model known as ‘pooling’. Brambles primarily serves the fast-moving consumer goods (e.g. dry food, grocery, and health and personal care), fresh produce, beverage, retail and general manufacturing industries. The Group employs more than 10,000 people and operates in over 60 countries with its largest operations in North America and Western Europe. For further information, please visit www.brambles.com.

Job Description

Purpose

Define the customer retention marketing strategy for CHEP North America (U.S. and Canada) in conjunction with internal stakeholders. Responsible for the planning and execution of targeted customer retention and buyer enablement marketing programs, operational communications (content, webinars) and customer events, to improve customer experience, drive customer loyalty and retain valued customers.

Location: Telecommute/Remote Based - East Coast USA or Greater Toronto Area

Major/Key Accountabilities

• Plan, develop and execute marketing content strategy, specifically focused on customer retention and buyer enablement efforts (including Newsletters, customer operational communications (i.e. onboarding tools), email and direct marketing campaigns, upselling tools, case studies/white papers, educational webinars, customer portals, loyalty programs, blog articles, and more).
  
  

• Lead writing, editing, revising marketing content with internal and external partners, creating content focused on current customer experiences and success.
  
  

• Maintain, gather and source content ideas through regular engagements with internal departments such as customer operations, customer intelligence, customer insights and sales teams.
  
  

• Report on campaign success through dashboards, quarterly and monthly.
  
  

• Identify gaps in current CHEP content to be leveraged for customer retention marketing and develop/update per go-to-market goals.
  
  

• Analyze performance of all marketing and non-marketing programs for customers.
  
  

• Lead customer retention marketing content related to product and program launches.
  
  

• Create internal customer advocacy program.
  
  

• Develop return on objective reports for marketing activities.
  
  

• Manage marketing initiatives to budget.
  
  

• Support chep.com and myCHEP content updates related to customer retention.
  
  

• Regularly work across matrixed organization to deliver results.
  
  

Measures

• Delivery of key accountabilities - budget, project management
  
  

• Success of campaigns
  
  

• Internal customer advocacy program success
  
  

Authority/Decision Making

• Content calendar and development
  
  

• Places to distribute content and proposal of strategic partnerships (if valuable)
  
  

• Determine type of content needed (case studies, blogs, infographics, etc.) then execute
  
  

Key Contacts

Internal

• Sr Manager, Integrated Marketing
  
  

• Manager, Pallecon Marketing and Demand Gen
  
  

• Manager, Integrated Marketing and PR
  
  

• BDMs, Sales Directors, Account Managers, Inside Sales Reps
  
  

• Sr VP, Marketing
  
  

• Directors, Marketing, Product & Pricing
  
  

• Sr. VP, Sales
  
  

• Sr. VP, Retail Solutions
  
  

• VP, Commercial teams
  
  

• Sr. Manager, Customer Operations & Intelligence
  
  

• Canadian Marketing team
  
  

• Sr. Manager, Demand Generation
  
  

• Lead Qualifiers
  
  

• Sr. Manager, Zero Waste World, North America
  
  

• Head of Sustainability, North America
  
  

• Regional Social Media Managers
  
  

• Global Customer Experience Team
  
  

• Manager, Customer Insights
  
  

• Manager, Communications
  
  

• Other functional group leadership
  
  

• Brambles Corporate Communications
  
  

External

• Marketing agency in North America
  
  

• Customers
  
  

• Suppliers
  
  

• Industry associations
  
  

Experience

• Undergraduate degree required, BA/BS in Public Relations, Communications or Marketing
  
  

• 5-7 years’ experience in content development and marketing, agency experience a plus
  
  

• Experience with Salesforce, Adobe Creative Suite a plus
  
  

Skills and Knowledge

• Superb writing and editing skills
  
  

• Effective collaborator
  
  

• Customer-centric mindset
  
  

• Proven financial/budget management
  
  

• Strong research and analytics skills
  
  

• Ability to work cross functionally in a matrixed environment
  
  

• New business or new market development experience
  
  

• Outgoing, high energy personality
  
  

• Ability to interface with executive team
  
  

• Knowledge of supply chain and/or B2B industrial markets (a plus)
  
  

• Understanding of customer experience and consumer behavior
  
  

• Experience creating and utilizing personas
  
  

• Knowledge of marketing channels and appropriate media types for each
  
  

Preferred Education

Bachelors - Business Communications, Bachelors - Marketing, Bachelors - Public Relations

Preferred Level of Work Experience

5 - 7 years

CHEP Canada invites applications from all qualified individuals. CHEP is committed to fostering workplace diversity, and, provides accommodations to applicants with disabilities throughout our hiring process. If you require this information in alternate format; require communication supports; an accommodation in applying for a posting and/or if you are selected for an interview, please contact our Recruiting Department and a recruiter assigned to the posting will work with you to meet your needs.

We are an Equal Opportunity Employer and we are committed to developing a diverse workforce in which everyone is treated fairly, with respect, and has the opportunity to contribute to business success while realizing his or her potential. This means harnessing the unique skills and experience that each individual brings and we do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.

Individuals fraudulently misrepresenting themselves as Brambles or CHEP representatives have scheduled interviews and offered fraudulent employment opportunities with the intent to commit identity theft or solicit money. Brambles and CHEP never conduct interviews via online chat or request money as a term of employment. If you have a question as to the legitimacy of an interview or job offer, please contact us at recruitment@brambles.com.