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Customer Base Marketing Manager

2 weeks ago

Oakville, Canada GraceMed Full time

**ABOUT US**:
GraceMed is a fast-growing organization that offers a wide range of plastic and cosmetic surgeries, aesthetic procedures, and medical-grade skincare. We are a caring organization with world-class medical professionals, that incorporates state-of-the-art technology with industry-leading procedures to provide best-in-class care for patients. With our high-quality service delivery model, our mission is to provide the very best advice and treatments tailored for each patient’s individualized needs. Come join this close-knit team and help shape the future of a young, growing company. We are looking for people who are passionate about building and who thrive on the rush of taking initiative as we drive toward our North American expansion goals.

**ABOUT THE ROLE**:
The CBM Manager will report directly to the VP of Marketing and will work collaboratively with various groups including digital marketing, customer experience, operations, finance, and external vendors.

This role will work with the VP of Marketing to determine the marketing automation platform to implement for GraceMed. Additionally, this role with work with the VP to determine the best CBM Agency in Toronto to partner with to support GraceMed’s base management program.

**KEY RESPONSIBILITIES**:

- Identify the right marketing automation platform and partner(s) required to build a sophisticated customer base marketing program for GraceMed
- Drive RFP process, vendor evaluations, business case development and secure Executive approvals to implement the program
- Develop a strategic approach to driving customer loyalty while also growing share of wallet among the existing customer base of GraceMed patients
- Build a segmented database
- Identify insight-driven cross-sell/upsell opportunities to generate increased revenue
- Develop a campaign plan that will maximize conversions through personalized, timely, and relevant communications
- Develop programs to increase brand satisfaction and delight customers across key moments of truth in the lifecycle
- Adopt a test & learn approach, leveraging data to provide results, insights, and enhancements
- Track and monitor campaign performance to drive continuous improvement
- Report on all activity, gathering necessary metrics and data points to create insightful campaign reporting
- Oversee the day-to-day workflow of the Customer Base Marketing program
- Clearly communicate priorities and information between internal teams and agency partners
- Ensure timely, accurate launches and ongoing delivery
- Capitalize on opportunities, balancing the budget and sales goals
- Manage CBM budget and continuously scrutinize costs & KPIs to achieve optimal efficiencies

**SKILLS, ABILITIES AND EXPERIENCE**
- Bachelors (B.A. or B.S.) from a four-year college or equivalent - marketing or related degree preferred
- 5+ years of experience in a Marketing and Customer Experience position in high growth, fast paced organizations
- Data-driven, and results-driven marketer
- Proven success with developing and implementing solid customer centric marketing strategies
- Proven leadership skills and the ability to mentor, coach and develop team members
- **Experience working with a Marketing cloud platform such as Salesforce or similar is a plus but, not a necessity**:

- A solid understanding of marketing automation best practices including CAN-Spam and CASL laws
- You have a strong background in customer acquisition, re-engagement, and retention strategies
- Strong organization skills
- Experience with Mailchimp
- Proficient in MS Excel, Word, and PowerPoint
- Direct experience with analytics tools such as Google Analytics
- Communication is critical, must be able to exemplify strong oral and written communication skills
- Comfortable with decision making but know when to escalate decisions/issues to management
- Ability to prioritize responsibilities in line with business objectives
- must be able to quickly adapt to changing projects and priorities
- Excellent analytical and problem-solving skills, with the ability to build reports and summarize data in meaningful way for the goals of the business
- Strong presentation skills
- Excellent attention to detail and quality assurance capabilities
- Team-player with excellent relationship-building - expect to liaise with multiple departments and levels daily
- Ability to work in a fast-paced, “self-starter” environment - you lead your own day-to-day and are in charge of your output and productivity

**Employee Benefits**:

- Join a growing organization that is defining Patient quality experience
- Competitive compensation + Employee benefits plan
- Staff discount on medical-grade skin care and aesthetic services
- Friends & Family discount
- Warm and personable team-based atmosphere