Manager, Customer Marketing & Advocacy
The Manager of Customer Marketing & Advocacy will be responsible for launching and executing all customer marketing and advocacy activities at LookBookHQ. The position will include the identification and development of customers into advocates and the execution of customer marketing programs via email and other channels to drive adoption of the LookBookHQ Intelligent Content Platform to help our customers deliver exceptional results.
Fundamentally, you will be responsible for the perception of LookBookHQ within our customer base and the communication of that perception with the rest of the market via third-party review sites and the mobilization of customer advocates within LookBookHQ’s general marketing activities.
The ideal candidate will have a passion for building and fostering community within a customer base and establishing win-win relationships. Reporting to the VP, Customer Experience, this is a new, “greenfield” role within LookBookHQ. The successful candidate will make it their own and deliver a world-class customer marketing & advocacy program.
Job Duties and Responsibilities (include but are not limited to):
Develop and implement a best-in-class “win-win” customer advocacy program to foster a large number of enthusiastic, authentic customer advocates.
Develop and implement customer marketing programs to educate, inspire and delight our customers.
Closely liaise with Marketing (e.g. to understand advocacy requirements and execute campaigns), Client Success (e.g. to support and align with their activities) and Product (e.g. to communicate new features and functionality, gather input to product roadmap, etc.).
Establish and be the primary custodian of a customer advocacy culture within LookBookHQ.
Monitor and implement best practices in customer marketing & advocacy, while also finding innovative and optimal uses of advocates for LookBookHQ given the specifics of our customers and market.
Develop ad-hoc and automated campaigns to drive adoption of the LookBookHQ platform, including, but not limited to: new customer onboarding, low-usage revival, monthly webinars or video recordings on hot topics, new product release communication strategy (with the Product team), etc.
Regularly review customer marketing & advocacy activities, report successes and failures, and then recommend and implement iterative improvements (both strategic and tactical).
Education: Bachelor's degree in a related or relevant field.
2+ years of experience in customer marketing or advocacy and/or customer success (preferably B2B and/or SaaS technology).
Passion (buckets of the stuff!) – for people (and in particular our wonderful customers), for advocacy, for marketing and for technology in general.
Empathy (in spades). Understanding our customers will be key to building relationships with them.
Excellent people and communication skills; must be able to build relationships internally and externally, including with CMOs and other senior level executives.
The ability to work autonomously – but also to collaborate well with others to achieve common objectives and, if necessary, provide strong leadership when required.
Exceptional attention to detail and strong project management skills.
Experience with Eloqua or Marketo, advocacy solutions (e.g. Influitive) and other marketing tools preferred but not required for the right candidate.
Experience in the marketing technology industry a plus.
Highly motivated and willing to work in a fast-paced environment with an innate sense of urgency and an excellent ability to successfully prioritize.
Good sense of humour with an ability to bring fun and positivity to any situation.
Why Work at LookBookHQ?
This is where we get to boast just a little about why we’re awesome and why it would be awesome for you to work with us. Located in the heart of downtown Toronto, LookBookHQ is a fast-growing, innovative, VC-funded marketing technology company with a corporate culture that values individuality and diversity. We work hard and play hard and we do both with passion and respect for one another. Our newly renovated open concept office promotes a fast-paced, fun, friendly and highly collaborative work environment, while our management goes out of their way to be transparent and approachable. Weekly all-hands meetings, team lunches, company events and a quarterly Founders’ Award for the team member who best embodies our values – these are all cherries on top of the LookBookHQ cake!
LookBookHQ builds software that accelerates B2B purchase decisions. By delivering more of the content people need about you and your products or services whenever and wherever they click, the LookBookHQ Intelligent Content Platform helps marketing & sales organizations educate prospects and customers faster and more efficiently. With attention at a premium, we use Content Science™ to make it easier for the right people to get the right content when they need it – so that you drive revenue.
Interested? We'd love to hear from you.
If you believe you have the right stuff to be a LookBooker, apply below. Attach your resume and a short cover letter telling us why you are the right person for this job! We are marketers, not HR people, so feel free to let a bit of your personality come through.