Marketing & Product Communication manager

The purpose of this role is to manage all existing customer-related communications and deliverables with the main objective of improving and harmonising the customer experience as part of the global marketing team. Through supporting sales and client success teams the objective is to increase customer retention and satisfaction rates as well as expansions over existing accounts.

The role focusses on optimising the customer journey ensuring effective and harmonised engagement across all touchpoints as well as ensuring successful targeting of all relevant customer persona across the current customer base. The successful candidate has experience with working with existing customers and be able to activate them to share their success with the Top Employers Seal.

The role works with various clusters in the organisation to develop new customer facing deliverables

ensuring our communication is always consistent and highly relevant.

Key result areas and main activities

1. Implementation of the customer communications

• Creation of customer communication deliverables in line with defined target personas and optimising all touchpoints across the customer journey

• Ensure deliverables are rolled out and implemented across all markets to create a harmonised customer experience.

• Maintenance of customer comms email planning

1. Increasing visibility of Certification Seal and leveraging the Top Employers Brand Awareness for better retention

• Creation and delivery of certification onboarding sessions for new clients (ideation, preparation and implementation for global, guidance for regions)

• Roll out of employer branding tools with the aim of increasing brand awareness and engaging customers and employees (project planning, activation, live event)

• Management of activation tool platform
• Ensure effective and structured communication of tools/deliverables towards existing customers
• Delivery of certification announcement touchpoints (certificates, employee video, playbook, seal usage examples etc)

1. Ensuring harmonised customer communications externally/internally

• Support for Commercial Cluster ( sales presentation, renewal presentation, sales collateral, logo slides)

• Support for Certification Cluster (certification guide, programme emails, welcome webinar look and feel, stage videos, certification notification email look and feel)

1. Product communication

• Get involved in new product innovation project to represent marketing and ensure customer communications are harmonised

• Take a leading role in new product launches in terms of defining communication packages
• Design account based marketing programs targeting potential and existing clients

Company competencies:

• Collaboration
• Customer focus
• Global perspective

Leadership competencies

• Courage
• Empowerment
• Focus & finishing

Key success competencies

• Business insight
• Cultivates innovation
• Decision quality
• Plans and Aligns
• Ensures accountability
• Drives engagement

Requirements:

• BA/BS in Business, Marketing, or a related field
• Minimum 5-7 years of B2B marketing experience
• Experience partnering with Client Success/Sales teams to coordinate, communicate, and deliver assets and campaigns that resonate with customers along their journey
• Experience setting KPI’s for existing customers on renewal and satisfaction rates, expansions and reducing churn rate
• Experience with Account Based Marketing
• A self-starter who excels at multitasking and thrives in a multicultural environment
• Excellent time management skills with the ability to prioritize and shift workload to meet deadlines
• Excellent Communication skills
• Strong stakeholder management skills
• Experience with marketing automation systems and CRM (preferably Salesforce & Pardot)
• Located in Europe (NL, UK, Germany, Spain, France) or similar time zone

• Top Employers Institute offers
  • Competitive fixed & variable remuneration
  • Human centric way of working: Flexible working conditions, including the flexibility to work from home
  • Leadership culture based on trust
  • We pay you to pay it forward. 2 days company paid time off (VTO) for volunteering for causes you care about
  • Dynamic and open business culture
  • Plenty of room for initiatives and own responsibility
  • Leader in Global HR Certification, relied on by global clients such as DHL and PepsiCo
  • Fast growing company (20% revenue growth in 2021 & 2022), enabled by owner HAL Investments, which is one of the largest, long-term, investment companies of the Netherlands
  • International environment: colleagues from all over the world and offices in 12 countries, including Singapore, France, Germany, China, US, South Africa, the UK and Brazil

Top Employers Institute is an Equal Opportunity Employer. We respect and celebrate each other’s differences. We know that a diverse workforce enhances our success. We are conscious that having the freedom to be yourself is the basis of sustainable growth. To us, it doesn’t matter where you were born, what you believe in, how old you are, what you look like, or who you love. We believe that different perspectives and backgrounds actually lift Top Employers Institute to new heights and increase our way of thinking for a better world of work. Join us, as there is a place for you here!