Marketing and Customer Experience Manager

**Position**: Marketing and Customer Experience Manager

**Reports To**: President

**Location**:Dartmouth, Nova Scotia or St. John’s, Newfoundland & Labrador

**Position Overview**

The Marketing and Customer Experience Manager will be a dynamic leader responsible for independently managing all aspects of marketing and customer experience for the company. This individual will be instrumental in enhancing brand visibility, driving customer engagement, and ensuring a seamless, high-quality experience across all customer touchpoints. This is a hands-on managerial role requiring a self-starter with extensive expertise and the ability to work autonomously in a fast-paced, multi-faceted environment.

**Key Responsibilities**

**Strategic Marketing Leadership**
- Develop and execute sophisticated marketing strategies that align with the company’s long-term vision and business objectives.
- Lead the creation and deployment of innovative campaigns across digital and traditional platforms, ensuring consistency in brand messaging and positioning.
- Partner with cross-functional teams, including Sales, IT, and Revenue Management, to develop and execute impactful promotional initiatives.
- Conduct in-depth analysis of marketing performance metrics and translate insights into actionable improvements to maximize ROI.
- Stay ahead of industry trends and market developments to identify new opportunities for growth and differentiation.

**Customer Experience Strategy**
- Develop and lead customer experience initiatives that improve satisfaction, retention, and loyalty, fostering long-term relationships with clients.
- Conduct and oversee comprehensive customer journey mapping to identify and address pain points, creating a seamless and elevated experience across all interactions.
- Build and maintain robust customer feedback loops, leveraging insights to drive continuous improvement in products and services.
- Monitor and report on key performance indicators such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and retention metrics.

**Leadership and Collaboration**
- Collaborate with internal teams to ensure alignment between marketing efforts and the overall customer experience strategy.
- Act as a key partner to the IT/Ecommerce team to enhance the digital customer experience, driving online engagement and conversions.
- Work closely with the Revenue Management team to align marketing initiatives with revenue generation strategies.
- Serve as a mentor and coach to colleagues, fostering a culture of innovation, collaboration, and continuous improvement.

**Required Qualifications**
- Bachelor’s degree or accredited college diploma in Marketing, Business, or a related field. A Master’s degree or equivalent professional experience is preferred.
- 3+ years of progressive marketing experience, with a proven track record in a managerial or leadership capacity.
- Demonstrated expertise in both marketing strategy and customer experience management, with the ability to operate effectively as a one-person department.
- Advanced proficiency in digital marketing platforms, tools, and analytics (e.g., Google Analytics, HubSpot, SEM tools).
- Experience in customer journey mapping, feedback management, and driving customer-centric initiatives.
- Exceptional communication, interpersonal, and presentation skills, with the ability to influence stakeholders at all levels.
- Strong project management skills with a proven ability to manage multiple priorities independently and efficiently.

**Preferred Qualifications**
- Extensive experience in B2B marketing within retail or distribution industries.
- Familiarity with multi-location business environments.
- Proven ability to manage e-commerce platforms and optimize digital customer experiences.
- Thrives in a fast-paced, entrepreneurial environment and demonstrates an innate ability to adapt to changing priorities.

**What We Offer**
- Competitive salary and comprehensive benefits package.
- Opportunities for professional growth and leadership development.
- A supportive and dynamic environment where innovation and initiative are valued.
- The chance to make a meaningful impact in a pivotal, high-visibility role.

This is a unique opportunity for a seasoned professional to take ownership of a key function in a growing organization. If you are a results-oriented leader with a passion for marketing and customer experience, we want to hear from you

**Job Types**: Full-time, Permanent

Schedule:

- Monday to Friday
- On call
- Weekends as needed

**Experience**:

- Marketing: 3 years (required)

Work Location: In person