Director, Customer & Community Marketing

Workable

Boston, MA, USA

Full time

Dec 13

This job is no longer accepting applications.

Workable makes software to help companies find and hire great people. We get recruiting and its role in building healthy workplaces — which is why we’re proud more than 20,000 teams around the world use Workable to do exactly that.

And while we take recruiting seriously, we don’t take ourselves too seriously. At Workable, you’ll find smart people who have fun, learn and innovate, and help others do the same. We brainstorm, we laugh, and, occasionally, we party (there’s a lot to celebrate), but we also appreciate people’s need for quiet time and focused work. We respect everyone, we hire the best, and make sure every experience is special.

As Director of Customer & Community Marketing at Workable, you are always thinking about our customers - their point of view, their needs, their interests and their stories. Your primary responsibility is to build a community where customers can connect and engage with Workable and each other. This role will establish and grow this community, along with our customer reference program and customer advisory board. You will help our CS teams secure net dollar retention and drive expansion opportunities across accounts by overseeing and coordinating all customer-facing marketing activities and campaigns.

You care deeply about Workable’s reputation in the market, and working with our clients to center and celebrate their stories and success, broadly and across all channels. You bring deep experience building out communities, both for customer engagement, as well as for brand equity in the market. You have straddled both the CX and Marketing function and understand the KPIs for both teams, and the tools and protocols needed to achieve them. You are results oriented and used to setting, achieving and exceeding ambitious performance goals.

What you'll do:

  • Design and build an engaging customer and prospect community for HR/Talent professionals where members can connect and share ideas/best practices around a series of recruitment, hiring and HR topics
  • Recruit Workable community members and customer advocates through various channels including, but not limited to: email marketing, social media
  • Develop and measure ongoing recruitment, membership and engagement goals
  • Experiment with different ways to engage and add value to the community including, but not limited to: sharing proprietary data and content, conducting in-person/virtual events, coordinating HR/recruitment workshops, implementing awards programs, and ongoing nurture campaigns.
  • Design a customer advocacy program. Find and cultivate customer advocates that will help create case studies, public and private referrals, videos, webinars, presentations, press releases, and other go-to-market events.
  • Design and standup a customer referral program that feeds sales and self-service pipeline
  • Build rapport with customers and create campaigns to increase renewals, referrals, expansion and awareness
  • Keep a pulse on where our customers are, what communities they hang out in, and how they talk to each other (and us!)
  • Engage and experiment with social media programming that centers customers — scheduling posts, evaluating our strategy, creating new strategies that have never been done before, figuring out what new platforms to use and where to invest
  • Manage and maintain engagement and advocacy programs; continually recruit new customer advocates, and manage a library of up-to-date customer success stories.
  • Target happy customers for upsell, cross-sell, and advocacy opportunities
  • Help marketing and sales meet business objectives through customer advocacy initiatives


Requirements

  • You have built a customer community.
  • You have incredible creative marketing, communication skills, and a strong passion for serving and understanding customers.
  • Proven ability to get stuff done - this is a role where there is unlimited potential for what we can do, and we’ll be looking to you to find opportunities and deliver
  • Ability to build a team - this is an opportunity to create a strategy and develop a team to deliver against it over time
  • Demonstrated ability to create and manage a winning customer marketing program that establishes a strong sense of community among customers.
  • Proven track record of creating campaigns, communication and programs that drive thought leadership and customer engagement

On top of an exciting, vibrant and intellectually challenging remote friendly environment, we offer:

  • Competitive compensation and commission structure
  • Mobile Plan
  • Health and Wellness benefits
  • Generous PTO
  • Apple gear
  • Access to the best productivity and training tools
  • Continuous personal growth and clear career development plan

Workable is most decidedly an equal opportunity employer. We want applicants of diverse background and hire without regard to race, color, gender, religion, national origin, ancestry, citizenship, disability, age, sexual orientation, or any other characteristic protected by law.

Remote work is offered in MA, NH, CT, RI, ME, VE, NY & NJ

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