Your mission
think-cell was founded in 2002 as a start-up. Today, the name think-cell stands for a high standard of graphics software worldwide. With the investor Cinven at our side, we want to continue to grow strategically.
Therefore we are looking for an experienced Senior Customer Engagement Marketing Manager to lead our customer engagement marketing strategy, and own our email marketing channel as well as other scalable customer engagement programmes. You will play a key role in supporting think-cell in delivering an exceptional customer experience, and delivering strong customer engagement, advocacy and growth.
What you will do:
Own the customer engagement marketing strategy
Therefore we are looking for an experienced Senior Customer Engagement Marketing Manager to lead our customer engagement marketing strategy, and own our email marketing channel as well as other scalable customer engagement programmes. You will play a key role in supporting think-cell in delivering an exceptional customer experience, and delivering strong customer engagement, advocacy and growth.
What you will do:
Own the customer engagement marketing strategy
- Develop, align, and execute on think-cell’s customer engagement marketing strategy with the objective of improving the customer experience and driving retention, growth, and advocacy at scale.
- Gain subject matter expertise on customer needs and ways of working to help inform your strategy.
- Stay up to date on industry best practices, and competitor dynamics to help inform your strategy.
- Explore creative means of driving customer engagement and growth at scale – including in-product experience, community building, and advocacy initiatives.
- Define and implement targeted, personalised email nurture campaigns aligned with customer segmentation strategies to drive engagement and performance across different lifecycle stages such as lead conversion, trial conversion, user onboarding.
- Define and lead initiatives to increase the number of user contacts in think-cell’s database.
- Work closely with the marketing ops team to develop and optimise email nurture worklows – ensuring proper segmentation, scheduling, delivery, and tracking of campaigns.
- Use customer data and insights to inform email campaign and content optimisation opportunities – leveraging A/B testing methodologies to quantify email performance improvements.
- Adhere to email marketing best practices focused on enhancing user experience, including clear and compelling messaging and call-to-actions, mobile-friendliness of content, optimised email subject lines, and visually appealing templates and content.
- Ensure adherence to regulatory requirements (e.g., GDPR, CAN-SPAM, double / single-opt in etc.)
- Monitor and analyze key email marketing metrics such as open rates, click-through rates, conversion rates, and unsubscribe rates, and use insights to refine campaign strategies and tactics.
- Collaborate with the sales and customer success teams to ensure alignment between email marketing efforts and customer touchpoints throughout the sales, onboarding, and ongoing engagement process.
- Identify and execute on broader lifecycle marketing initiatives that form part of your customer engagement marketing strategy.
- Manage customer communications across any other channels beyond email – e.g, social media, webinars, community forums – that are used to nurture customer relationships and drive engagement and growth.
- Measure and optimise engagement channels, programmes and initiatives using performance metrics.
- Quantify and track the ROI impact of customer engagement marketing initiatives.
- Define and monitor KPIs related to customer engagement, retention, advocacy, and growth; report progress to leadership.
- Maintain open and transparent communication on strategy, performance, and plans.
- Analyse customer data and feedback to optimise your customer engagement strategy and initiatives.
- Contribute regularly to ongoing business reviews and planning.
- Engage with cross-functional teams to ensure buy-in of initiatives, and alignment with business objectives.
- Support sales, customer success, and other teams on customer engagement initiatives as required.
- Act as a source of leadership and mentorship to the broader marketing team and business – fostering a culture of collaboration, ownership, customer centricty, and data-driven performance.