Customer Marketing Senior Program Manager
Il y a 4 mois
Contentsquare is a digital experience analytics company dedicated to better customer understanding and making the digital world more human. We power more human experiences through understanding, action, and trust.
Since our founding in France in 2012, we have grown to be a truly global team, representing more than 72 nationalities in offices around the world, including New York, Texas, Colorado, London, Paris, Rennes, Munich, San Francisco, Barcelona, Amsterdam, Tel Aviv, Tokyo, Singapore, and more.
In 2022, we raised $600M in Series F funding. In 2023, we were recognized as a certified Great Place to Work in 5 countries. In 2024, Heap and Hotjar joined the Contentsquare Group, strengthening our analytics platform to provide a 360 view of users' digital experience and to provide end-to-end service to the global market — from entrepreneurs and SMBs/growth companies to Enterprises.
Do you want to learn, innovate and contribute your unique perspective to an industry leader? Join the team dedicated to bringing more human analytics to the world
**Please Note**: Scammers are posing as Contentsquare and Contentsquare team members. We’ll never initially contact you via text or GChat, and never solicit money from you. Please visit our careers blog for more information.
As part of the Customer Experience and Customer Marketing team, The Senior Program Manager has a variety of missions covering from A to Z the world of customer programs: Strategize, launch, run & scale programs aiming to **engage customers**, **transforming them into advocates** and **impacting growth (renewal, up-sell, cross-sell)**.
You will have the opportunity to contribute to Customer Marketing’s success by promoting self-organization, optimizing processes, and coordinating cross-team transversal projects with high customer impact.
You will be managing one to two people and will have to work transversally with many teams (Customer Experience, CRM, IT, Product, Customer Success, Sales )
**Example of Programs**:
- ** Voice of the Customer Programs** (NPS, Surveys, Reviews, Customer Journey Mapping): manage the surveys and drive feedbacks and learnings internally
- ** Loyalty Program** (Architecture, Gamification, Reward): rewards the customer engagement, activity in the community
- ** Online Community**: the online part of the community to make sure customers can leverage each other and make the best out of the platform
- ** Sales Programs** (Reference calls, Referrals, Champify): programs that directly contribute to sales, leveraging customers but also former customers to sign new contracts, new upsell/Xsello **Champions program**: identification, reward and leverage quarterly the top users of the platform Future Customer Programs
**What you'll do**:
- Program Management:
- Own the process of implementation of any new program or tool supporting a program
- Internal alignment with key stakeholders on each program’s objectives, deployment methods and with technical resources when necessary
- External coordination with vendors from the buying process to the daily use of their tools.
- Benchmarking
- Tooling budget management
- Projects within the first 6 months:
- Adapt each program to the appropriate customer segments and legacy brands when relevant
- Deploy the new brand changes to all existing programs - with a key focus on building a cohesive and comprehensive ecosystem for customers.
- Internally coordinate the animation of the Contentsquare Community +8000 members for customers, gamifying the experience and encouraging internal and external experts to participate, resulting in an increase in customer interaction and engagement.
- Outline Contentsquare’s Customer Journey, identifying its high and lowlights and leveraging the Voice of Customer program with surveys to provide key business and organizational improvement recommendations.
- Team Management:
- Leading a team of one Customer Program Manager - to provide clear direction and realistic goals as well as professional development, and career-building mentorship.
**What you'll need to succeed**:
- At least 5 years of work experience in project management, customer programs and customer relationship management.
- Excellent English communication skills, through written, verbal and presentations, which you use daily to bring clarity and influence at all levels without formal authority. French is a plus.
- Strong adaptability and pragmatism: your interpersonal skills allow you to get along with people easily and move forward regardless of the context.
- Action-oriented: you proactively address issues by bringing in the right people for quick solutions, even if it falls outside your immediate responsibilities.
- Curious and hands-on: you are capable of both deep diving into details and zooming out to see the bigger picture, depending on the situation.
- Autonomous: you can set your agenda and take initiatives without needing direction.
- A manager with a strong diplomati
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