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Customer Engagement Manager

2 months ago

Richmond Hill, Ontario, Canada iLobby® Facility & Visitor Management Full time
About iLobby Facility & Visitor Management

iLobby is the global leader in enterprise visitor management, helping complex enterprises digitize, optimize, and automate their key facility processes – from streamlined visitor management to emergency evacuation, our Facility OS Platform is cutting-edge and driving significant value with our clients.

We work hard and play hard, and we do both with passion and respect for one another. Our company promotes a fast-paced, fun, friendly, and highly collaborative work environment that provides:

  • Comprehensive health coverage (includes Dental and Vision coverage)
  • A Hybrid work environment with our office based in North York, Toronto
  • Opportunity for advancement and growth
  • Catered Events, Snacks, Drinks – You won't go Hungry
  • Birthday and Life Celebrations
  • Two annual parties in a year

We believe that a diverse team is the key to innovation and growth. We are an equal opportunity employer that values diversity at our company and encourage all candidates to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

iLobby will accommodate individuals with disabilities through each stage of the recruitment and selection process. Please advise us of any needs when your interview is booked, and we will do our best to meet your needs.

Please note that all candidates must be legally eligible to work in Canada.

About the Role

As our Customer Engagement Manager, you'll drive awareness to iLobby's clients about the full capabilities of our facility and visitor management platform by creating and managing campaigns aligned with our objectives and business goals. A key member of the Marketing team, the Customer Engagement Manager is a revenue-centric marketer who will drive revenue and increase client satisfaction through engaging marketing campaigns. Reporting to the Director of Demand Generation, we're seeking dynamic individuals with a strong grasp of lifecycle marketing and campaign planning, passionate about the impact of customer engagement on business growth.

If you are customer-obsessed, are a campaign strategist, and have deep experience in both campaign development and customer marketing, then look no further

Responsibilities
  1. Collaborate and ideate with marketing and sales to develop a comprehensive customer marketing plan.
  2. Stay updated on industry trends and best practices to continuously improve customer engagement.
  3. Identify creative ways to stay top of mind for clients and stand out in buying cycles.
  4. Work with subject matter experts to understand product capabilities.
  5. Brainstorm creative ideas for marketing campaigns.
Campaign Creation & Reporting
  1. Create, execute, and analyze marketing programs for client segments through a variety of channels, including integrated marketing campaigns, email, webinars, direct mail, and account-based marketing tactics focused on lead generation and building the sales pipeline.
  2. Produce engaging campaign content that is on-brand in style, quality, and tone.
  3. Customize content for different platforms to enhance presentation and engagement.
  4. Collaborate with Sales, Business Development, and the wider Marketing team.
  5. Work directly with senior leaders to curate, produce, and seek approval for campaign ideas.
  6. Utilize lifecycle marketing trends to drive customer engagement and lead generation.
  7. Reporting on campaign-related KPIs and adjusting plans according to past performance.
  8. Use analytics to track campaign performance and inform strategy adjustments.
Customer Champion & Advocacy Work
  1. Identifying key clients that can act as a marketing channel through case studies, speaking opportunities, etc.
  2. Map to the customer journey to determine how and when to reach clients in ways that drive awareness, engagement, adoption, and advocacy.
  3. Collaborate with the CX team to compose and send client communications to support onboarding, adoption, retention, and renewal.
  4. Lead and manage client engagement and communication programs, such as referral programs, awards programs, customer advocacy, and case study programs, ongoing nurture campaigns, in-person/virtual events, client workshops, and client events.
Skills and Experience
  • 5+ years of customer marketing experience.
  • Experience in B2B SaaS products preferred.
  • Experience as a Customer Marketing Manager or similar role.
  • Proven success in developing and executing customer campaigns resulting in expansion revenue and churn reduction.
  • Utilization of CRM and marketing automation tools like Hubspot and Salesforce.
  • Exceptional writing, editing, and proofreading skills.
  • Excellent business-to-business writing and communications skills.
  • Versatility in transitioning between campaign tactics and tools.
  • Ability to work independently and collaboratively in a fast-paced environment.
  • Strong organizational and multitasking skills.
  • Experience with an ABM tool would be an asset.