Customer Marketing Specialist

Job description

OTA Insight is an incredibly fast growing scale-up delivering SAAS solution for the hospitality business (our clients are individual hotels and major chains like Hilton, Accor, … ). We combine cutting edge technology and data analytics to provide smarter business intelligence to maximise occupancy and revenue. Today OTA Insight is present in more than 198 countries around the world and has more than 55,000 partners.

We are expanding internationally and are looking for a full-time Customer Marketing Specialist to join our Marketing Team. The Customer Marketing Specialist will build a best-in-class advocacy programme and shape our long-term approach to building customer advocacy. We are looking for someone with a track record of operationalising the right combination of marketing strategies, tactics, and channels across different phases of the customer journey, and of driving growth and retention in a B2B SaaS marketing environment.

Overall, we are looking for a results-oriented Customer Marketing Specialist to bring our products and data to life by sharing the stories of our customers, our brand, and our technology. Our ideal candidate is a person who thrives on building process and rigour with a heavy dose of creativity. This person is also passionate about nurturing customers and providing them with the tools and resources they need to visualise and leverage data for business success.

WHERE YOU’LL CREATE THE MOST IMPACT:

  • Leverage customer touchpoint data to design and deliver a customer advocacy framework that identifies, nurtures, rewards customers for engagement and participation in various advocacy initiatives

  • Identify and recruit the right customers to expand our collection of customer content, case studies, media releases, videos, webinars and testimonials

  • Accountability for the customer review program across brands to drive positive reviews that build brand credibility and generate social proof

  • Update and manage the customer referral program to support new business targets

  • Maximise GTM impact by supporting product launches related campaigns, events, and media activities by managing the identification and collation of testimonials, customer value data points and product-specific reviews

  • Execute on all areas of the customer marketing strategy and plans

  • Proactively build campaigns/comms/materials based on current events/trends impacting customers and their employees.

  • Lead and manage the programmes to support customer reviews

  • Identify opportunities and gaps in our customer reference database to build a full suite of materials that support our core business objectives

  • Educate key internal team (e.g. sales, sales management, and demand gen) about the availability and strategic deployment of customer marketing assets and interactions

  • Measure and report on processes to demonstrate the value and impact of customer marketing practices (e.g., inclusive of customer referrals, net promoter score, volume of positive social brand mentions, co-marketing campaigns, etc.)

  • Support customer experience and event marketing at premier events

  • Support annual/biannual/quarterly customer satisfaction surveys to drive change throughout the organisation

  • Evangelize the value of customer marketing internally; this includes articulating your contributions to executive-level audiences.

  • Partner with the other marketing areas, such as product marketing, PR & Content marketing, events, and Campaigns, to create and streamline customer marketing processes and deliverables to ensure programs can scale.

Requirements

THE IDEAL CANDIDATE:

  • Degree in marketing

  • Min. 3 years of experience in customer marketing, including driving digital marketing campaigns and physical events.

  • SaaS B2B experience; understanding of an enterprise sales cycle and selling motions

  • A passion for customers and a dedication to providing a best-in-class customer engagement and experiences.

  • Experience in hospitality tech or related products is a nice to have

  • Excellent storytelling skills including preparing advance briefing materials, interviewing and editing, publishing content in multiple formats, plus strong interpersonal, verbal, and written communication skills.

  • A highly organised and collaborative individual who is comfortable multitasking and working effectively as part of a global team.

  • Excellent written and spoken English; comfortable with light content creation and reviews. (English is a must, other language is a plus)

  • Up to date with the latest trends and best practices in online marketing & evaluation of new technologies

  • Managing projects, working to tight deadlines and budgets

  • A keen eye for measuring performance, tracking and analysing data

  • Natural ability to connect and build relationships with team members and customers alike.