Customer Loyalty Marketing Manager 🔥
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Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.
We are seeking a seasoned marketing manager who is eager to be part of a great company in a fast-growing industry. We need an action-oriented marketer who can build strategy and execute key priorities to create impactful customer experiences, delivering the right content at the right time to drive engagement and increase customer loyalty.
The role requires active teaming, influencing, storytelling, and an outside-in customer-first marketing perspective. This person will be an integral member of the Customer, Partner, and Community Marketing team, with a focus on how we connect, engage, and create meaningful customer experiences to increase engagement and loyalty. Through personalized content, programs and experiences, this role will influence how we market to customers globally to inform and collaborate. The focus will be to drive customer loyalty, growth, and retention by supporting our customers in their digital business journey, helping them get the most value out of their investments with ServiceNow.
The ideal candidate is a self-starter who demonstrates a passion for innovation and delivering exceptional experiences to our customers. The candidate needs the ability to develop compelling content and messaging and execute loyalty and engagement marketing programs for our key audiences, both business and technical customers. This role requires a proven track record of successful execution of customer loyalty marketing, executive programs, events (in-person and virtual), and customer communications, with experience in community engagement programs a plus.
What you get to do in this role:
Create and implement an overall strategy for driving customer loyalty initiatives that will support the growth of our core subscription-based revenue and demonstrate the value of our customer success expertise and offerings.
Collaborate across Customer, Partner, and Community Marketing to understand the customer journey and lifecycle to deliver the right information to the right person at the right time to drive higher engagement.
Build differentiated assets and innovative content to drive the digital experience on ServiceNow.com and Community to drive engagement, loyalty, and advocacy as we help our customers accelerate value and realize business outcomes faster.
Collaborate with stakeholders across Global Marketing (e.g., Product & Solution Marketing, Field Marketing, Brand), Product, and Sales teams to deliver high impact and engaging marketing content and influence inclusion into key programs and campaigns.
Partner with the Customer Advocate team to expand our customer communications and outreach, collaborate on amplifying our customer champions, and reward champions with unique loyalty experiences.
Present content to internal and external audiences at sales kickoff, sales training, Knowledge, webinars, industry conferences, analyst, and press briefings.
To be successful in this role, we need someone who has:
Proven experience in, and understanding of, B2B and B2C loyalty and engagement programs.
Passion for elevating the customer experience through innovative engagement and customer marketing activities.
Creative messaging skills based on how to help customers achieve value and outcomes faster.
Ability to quickly generate ideas for how our solutions can make our customers and partners more successful.
Attention to detail with an emphasis on delivering quality deliverables.
Hungry to learn how our products and solutions can expand possibilities on the future of how people work.
Run in a face-paced environment and quickly prioritize competing demands.
Potential to continue learning, growing, and be challenged taking on new projects.
5+ years of customer marketing experience related to building strategy and executing programs and events, customer advocacy or loyalty marketing, and/or creating differentiating and innovative customer experiences.
4+ years of relevant experience in digital marketing, loyalty programs/engagement is a plus.
Bachelor’s degree or equivalent experience.
Must be comfortable with social media and community participation with strong written and verbal communication skills.
Excellent people skills to interact with staff, colleagues, cross-functional teams, and third parties.
Self-starter, proactive, and excels in fast-paced environments.
Up to 25% travel to support sales efforts and industry events, as global health situations permit.
ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.
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