Senior Customer Marketing Manager

Marketing at Loop is about being relatable to e-commerce brands. Providing ongoing value and connection that leads people to love our brand, love our product, and become and remain a customer. The team is changing the way brands look at returns and turning that into demand for the sales team.

As the Customer Marketing Manager you will orchestrate strategic marketing campaigns to drive growth within our current merchant base (customers), build loyalty, and identify superfans to inspire to become Loop Advocates and drivers of new business growth. A successful candidate will be able to balance creativity and data-driven decision making in order to define campaign strategies that align with company goals. The role will leverage cross-functional influence and collaboration with Account Management, Merchant Success, Marketing, RevOps and cross-functional leaders to ensure effective investment decisions are made. This role is goaled on expansion opportunities generated per quarter and referrals from Loop Advocates, but other KPIs may include renewal rates, churn reduction, and number of new Advocates created each quarter. 

We’ve listed what we think you’ll be spending your time on. We’re growing fast, and growth means the challenges we’ll work on together will change as we lead Loop through new and different phases.

This is an indispensable role with us, so we’ll be looking for you to have examples of when you’ve tackled these challenges throughout your career. We’ve laid out the experience we think is important to set you up for success in this role. But, we appreciate that different humans will solve problems in different ways, so we don’t expect you to fit exactly in a box of requirements.

At Loop, we believe that flexibility and choice are what allow you to do your best work. With our Blended Working Environment, you have options ranging from joining our HQ office (in Columbus, Ohio), opting into a Hub (a location with 4+ team members), or staying totally secluded (our version of remote). Our team is spread across the United States, select provinces in Canada (Ontario & British Columbia), and the United Kingdom. Wherever you live, you can create the work environment that best matches your preferences and lifestyle.

• Create campaigns to drive merchant (customer) growth through new products and features from Loop to better serve their customers (shoppers). 
• Work cross functionally with marketing, account management, merchant success and revenue operations to ensure alignment on target audiences, messaging, and follow-up processes. 
• Execute on various marketing channels for your campaigns such as email, landing page creation, direct mail, advertising, and webinars/workshops.
• Coordinate and drive attendance for our in-person customer events including road shows and our annual Merchant Advisory Board.
• Identify Loop superfans, and inspire them to become Loop Advocates who will speak at events, share referrals or testimonials, and act as references for Loop prospects. 
• Enhance the customer journey through marketing programs including recognition or celebration for key milestones. 
• Define, track and report on campaign results and impact on expansion opportunities, referrals and renewal rates, and share insights across the business.

• You’ve spent 5+ years in marketing at a B2B SaaS startup, with at least 2 years in a customer marketing role. 
• You’ve built customer marketing programs from scratch and can speak to the growth you helped drive. 
• You are an expert in building and maintaining relationships with customers, and enabling them to become brand ambassadors. 
• You are able to stay focused and manage multiple projects in a fast-paced environment where priorities may shift.
• You’re a strong communicator no matter the medium - in-person or virtual - and are able to adapt to meet the needs of your audience.
• You have a strong attention to detail and admirable organization skills - others note this as a superpower of yours.
• You’ve used leading CDP, Marketing Automation and CRM software such as Segment, Hubspot or Marketo, and Salesforce.
• BONUS: You have experience working with Shopify, ecommerce, and/or the post-purchase ecosystem.

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Loop Story

In a perfect world, Loop wouldn't exist. If we had our way, we'd live in a world where we're mindful about how we consume, we love every product we own, and we share values with the brands who create them. In reality, commerce isn't perfect and often breaks. Loop creates second chances.

We're starting by revolutionizing the post-purchase experience. We've taken one of the most fragile commerce interactions - returns - and turned it into something consumers actually love, and that deepens our connection to brands and products.

We take connection seriously on the inside, too. We're building a work experience that allows you to Be A Human First and prioritizes empathy and wellbeing. We view Loop as a special place in your career to shape the future of an industry and become a better person while doing it. You can grow faster here in a shorter amount of time - we'll give you space and trust you to fill it.

Learn more about us here: https://loopreturns.com/careers.

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