CRM Manager

What will you be responsible for at a high level? Why is this position important to Spot?

As the Growth Marketing Manager, you will lead the strategic development and execution of programs and experiences that acquire, retain, and build a vibrant community around our brand. You will also leverage CRM data to inform strategies and measure results, ensuring our engagement efforts are data-driven and impactful. This role is crucial to Spot as it focuses on creative program development and the effective use of data to drive long-term growth and customer loyalty.

You will be evaluated on:

• Working within a growth loop framework, your ability to develop and implement strategies that impact customer acquisition, retention, and customer lifetime value (LTV) across segments.
• Your effectiveness in managing and utilizing CRM systems to enhance customer relationships across various channels such as chat, social media, email, and SMS.
• Your capability to leverage data to inform your strategies and measure their impact.
• Your skill in creating, effectively communicating, and maintaining protocols and standards for the team to follow.
• Your ability to create, effectively communicate, and maintain project proposals and plans for managers and team members to follow.

Key Responsibilities

Growth Strategy and Community Building:

• Lead the development and implementation of comprehensive customer engagement strategies across various touch points, including email, social media, our website, mobile app, and more.
• Develop and spearhead community-building initiatives that encourage customer interaction and foster a sense of belonging.
• Design and execute programs that turn satisfied customers into advocates who actively promote Spot.

Cross-Functional Collaboration:

• Collaborate closely with the marketing and engineering teams to ensure seamless customer acquisition and retention strategies.
• Coordinate with sales, marketing, compliance/operations, and customer service to align engagement strategies with overall business objectives.

Customer Relationship Management:

• Oversee the use of CRM software to ensure data is accurately recorded, maintained, and effectively utilized to enhance customer relationships.
• Manage customer interactions across various channels, including chat, social media, email, and SMS, ensuring consistent and high-quality communication.
• Leverage CRM data to inform engagement strategies and measure their impact on key performance indicators (KPIs).

User Advocacy:

• Develop strategies to turn happy customers into advocates who spread the word about Spot. Collaborate with marketing to incentivize social sharing and leverage user-generated content.
• Work closely with Managers to develop improvements to the claims process. Collaborate with marketing to incentivize social sharing, and leverage user-generated content or other strategies.

Feedback Management:

• Implement systems for gathering, analyzing, and sharing customer feedback to inform engagement strategies.
• Share feedback with leadership and relevant departments to drive product and service improvements.

Performance Reporting and Data Analysis:

• Regularly report on customer engagement metrics, providing insights and recommendations to the leadership team.
• Develop and maintain a complete project schedule, making it visible to leadership and stakeholders.
• Use data analytics tools to track key metrics such as response time, customer satisfaction score, net promoter score, churn rate, etc.
• Identify areas for improvement and work closely with necessary teams to implement changes that enhance customer experience.

Quality Assurance Standards:

• Define and implement quality assurance protocols for customer engagement across all touchpoints.
• Ensure all communication aligns with the brand voice, is error-free, and provides value to customers.
• Regularly review and adjust these protocols to continuously improve the quality and reliability of customer interactions.

Performance Monitoring and Improvement:

• Actively monitor and assess the performance of engagement efforts, using data analytics tools to track key metrics such as response time, customer satisfaction score, net promoter score, churn rate, etc.
• Proactively and regularly report on key metrics and budgets to leadership, providing actionable insights and recommendations.
• Identify areas for improvement and work closely with necessary teams to implement changes that enhance customer experience.
• Ensure alignment of performance with budgetary constraints and goals, making adjustments as necessary to optimize resource allocation and impact.

Requirements

Required Qualifications:

• You have demonstrated success with customer acquisition, engagement, or community-building program innovation or development
• Experience in a role focused on customer acquisition, engagement, or community building
• You have demonstrated the ability to lead cross-functional teams and manage multiple projects simultaneously.
• Strong understanding of digital marketing and customer acquisition and retention strategies.
• Excellent communication, leadership, and project management skills.
• Proficiency in using CRM software and data analytics tools.

Preferred Qualifications:

• Experience in a startup environment.

• Familiarity with pet insurance or related industries.

• Huge pet lover

Benefits

What We Offer:

• A collaborative and supportive work environment, recognized as a Great Place to Work.
• Cell phone allowance of $100
• Comprehensive benefit package
• Monthly parking pass reimbursed
• Dental and vision benefits
• Life insurance
• Unlimited PTO
• Bring your pet to work
• Your pet insurance is covered (Up to $100)
• 401k with Company match
• Annual performance-based bonus

This job requires in-office work at our Downtown Miami Office. No remote work is offered.