Customer Experience Marketing Specialist

Company Description

When you join the TWIS team, you are joining a community of like-minded professionals where your opinions are valued and expected. You will have the opportunity to provide feedback on departmental goals, to work collaboratively with others, and to continuously improve your professional skills. Regardless of your role or your location, you are joining a community where every employee contributes to the evolution of our culture and our brand. Our team is currently looking for a/an:
**Customer Experience Marketing Specialist (Remote and hybrid work arrangements available)**

**Job Description**:
**What you will do**:
The CX Marketing Specialist works directly as part of a Marketing team and the business, to support strategic decision making and manage marketing campaigns and programs across the suite of TWIS brands. The CX Marketing Specialist is responsible for developing and implementing customer journeys while coordinating with internal stakeholders to develop and fine-tune the customer’s and prospective customer’s experience. The role also involves assisting the Marketing Manager in the development and execution of marketing strategies, engaging key stakeholders and external partners, supporting change and ensuring targets are achieved through effective campaigns and programs.

**Principal Responsibilities**:

- Develops, implements and manages lead generation programs to meet engagement objectives and sales targets as per the business plan
- Develops, implements and manages retention campaign strategies in order to meet insurance renewal targets as per the business plan
- Drives optimal member experience through continuous improvement testing, segmentation, personalization and leveraging member insights. This includes leveraging ‘voice of customer’ tools to gain insights
- Develops and executes journey maps aligned to relevant personas, leveraging customer insights and driving business outcomes
- Analyzes data to determine campaign efficiency. Includes forecasting, ongoing monitoring and adjustments to plan where required to optimize spend and maximize budget efficiency
- Aligns customer experience strategies with marketing initiative
- Collaborates with developers, as well as the business development, marketing, and brand/communications teams to enhance customer services and brand awareness
- Ensures creative marketing materials undergo regular review and adhere to brand guidelines.
- Identifies customer needs and takes proactive steps to maintain positive experiences.
- Works with the Marketing Manager to align and unite the organization around the customer and prospective customer.
- Develop the strategy to achieve the desired and intended customer experience.
- Develops and communicates customer experience strategy, plans results and recommendations to Marketing Manager.

**Qualifications**:
**What you will bring**:

- A university degree in marketing or communication
- 3-5 years of marketing and data-driven decision-making experience. At least 2 years' experience as a customer experience or user experience specialist, or a similar role.
- Excellent understanding and familiarity with brand management.
- Knowledge of ethical marketing techniques, best practices and associated regulations.
- Experience developing creative briefs, managing creative process with superior project and time management experience to deliver on campaigns and goals.

Additional Information
**What we offer**:

- Competitive salary and bonus structure
- Industry-leading employer-paid group benefits that start on your first day
- Defined benefit pension plan
- 100% coverage of continuing education and licensing fees (including RIBO and AIC courses)
- Flexible work from home and hybrid options
- Opportunities for advancement
- OTIP and its group of companies strive to create an accessible and inclusive work environment where everyone is treated with respect and dignity. Upon individual request, we will endeavour to remove any barrier to the recruitment and selection processes and provide accommodations for persons with disabilities._
- As a business, we protect what matters most to our members. As an employer, we value what matters most in our workplace. Together, this includes fostering a diverse, equitable and inclusive environment for all. We are committed to learning and evolving so we can continue to celebrate what makes us special. You are who you are, and our differences are what make us unique._

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