Client Engagement Manager

CONVOTIS Iberia is looking to incorporate a Client Engagement Manager (CEM). This is a remote position, and the CEM will join an innovative business line to drive Single Customer View projects.

AT A GLANCE

• The CEM will develop effective, scalable e-commerce & B2B marketing automation programs to support the client’s business goals throughout the customer journey (i.e. customer acquisition, reactivation of lost clients, prevention of churn, effective onboarding, optimising cross-sell and up-sell activities, promotion of services, loyalty and increased brand awareness).
• This role supports the Digital Transformation initiative and drives success by planning, creating, executing, analysing and optimising marketing automation and phygital programs. This includes inputting into the content strategy, setup, maintenance, deployment, and regular review of nurture programs, drip campaigns and triggered actions using a Marketing Automation Platformin combination with CRM and the complementary Marketing stack.

KEY RESPONSIBILITIES

Main objectives:

• Define, set up, manage and optimise the marketing automation programs to generate, qualify and hand-over the number of quality leads as agreed in the Sales/Marketing SLA to fill the sales pipeline and help us reach our ambitious Lead Acquisition targets.
• Define, set up, manage and optimise the marketing automation programs to reactivate lost clients and mitigate customer churn.
• Define, set up, manage and optimise the marketing automation programs to onboard new clients effectively into the use of our website and help them reach the optimal collaborative business potential.
• Define, set up, manage and optimise the Lead Scoring system in collaboration with Sales, based on demography/business fit and lead behaviour with the optimum balance on Leads generated vs Lead Quality.
• Collaborate in the Content Strategy & Customer Personasand oversee the creation of content for User Journeys & Automated Activity.
• Analyse and figure out the best channel mix for Lead Acquisition(SEO vs. content vs. paid vs. outbound sales).
• Identify customer trends and user behaviour to uncover and assess Automation opportunities within the business.

Main functions:

Marketing automation implementation:

• Translate Sales and Marketing requirements into functional campaigns and workflows within the Marketing Automation Platform, CRM and other needed Marketing tools.
• Build, maintain, and optimize day-to-day and long-term marketing automation infrastructure including drip programs, lead scoring, lead attribution, progressive profiling, segmentation, workflows, web/app personalization, scheduling and testing

Lead acquisition and nurturing:

• Own lead nurturing, qualification and scoring through drip-marketing funnels to reach MQL and Sales Accepted Leads goals as agreed in the SLA.
• Implementing lead scoring practices to enable higher conversions of quality leads.

Analytics and reporting:

• Report on all Lead Acquisition campaigns’ ROI in order to know best performing campaigns and channels and take decision on the channel mix and to make changes where necessary in order to optimise the campaigns and overall programs.
• Share the responsibility of managing and optimising email deliverability, database hygiene, subscription management and compliance with opt-in laws and regulations.
• Create, monitor, and analyse email reports against KPIs and advise the marketing team of opportunities to improve and optimize performance across audiences. Use insights to inform email content marketing strategy.

Programme optimisation:

• Lead and implement A/B and multivariable testing on automated marketing campaigns for continuous optimization of click-through and conversion rates; including in email, landing pages, website, social media and paid ads.
• Run experiments, build processes and implement tools to optimize our Lead Acquisition and other Automation Programs.

Collaboration

• Work collaboratively with other teams and departments to ensure automated campaigns achieve company goals.
• Effectively project manage and communicate with the team and external vendors throughout the creative and development process.
• Act as the marketing liaison with the Salesforce team as it relates to Bloomreach and Marketing.

Marketing technology:

• Ensure that the Marketing Automation Platform, CRM and all platforms within the Marketing technology stack integrate seamlessly with each other to remove discrepancies/errors and troubleshootany technical issues.
• Maintain a current understanding of modern marketing automation industry best practices, trends, and emerging technologies.
• Evaluate new tools and software based on our evolving demand generation needs.

CANDIDATE PROFILE

• 3+ years’ experience running end-to-end marketing automation and phygital programs using Marketing Automation platforms such as Bloomreach, Braze or Salesforce Marketing Cloud together with CRM.
• 3+ years of hands-on experience in customer acquisition & growth programs as well as performance optimization and goals visualization
• 3+ years of hands-on experience in e-commerce & CRO programs including A/B tests and personalized tactics and optimization and attribution processes.
• Bachelor's Degree required, focus in Marketing, Business or related field preferred.
• Results-driven with demonstrated ability to analyse quantitative data to drive improvement to program effectiveness, ROI, pipeline/funnel velocity and conversion rates.
• Knowledge of in CRM and its integration possibilitieswith marketing automation platforms and other complementary tools or platforms.
• Ability to communicate the impact of marketing automation on organization.
• Experience with A/B and multivariate experiments.
• Expert in planning and running high-performing Social paid ad campaigns.
• High knowledge of SEO best practices and tools.
• Knowledge of GDPR and CAN-SPAM regulations.
• Fluent English (essential)
• Familiarity with Customer Centric methodologies and Agile development processes is a plus.
• Excellent communication. Highly self-motivated. Interpersonal skills and ability to interact at high level.

Conócenos en el siguiente vídeo

Equal Employment Opportunity

At CONVOTIS Iberia, we are firmly committed to equal employment opportunity, ensuring an inclusive and respectful environment for all individuals, regardless of their race, nationality, ethnicity, skin color, religion, sex, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status.

In accordance with the provisions of Royal Decree 1026/2024 and in line with our commitment to the highest standards of diversity and inclusion, we establish clear and specific criteria to ensure a recruitment and hiring process that prioritizes each individual's qualifications and suitability for the role. We pay special attention to preventing discrimination based on sexual orientation, gender identity, or gender expression.

At CONVOTIS Iberia, we believe that diversity enriches our teams and drives us toward a fairer, more equitable, and more inclusive future.

Originally posted on Himalayas