Customer Marketing Manager, Hospitality Cloud, Europe

2 weeks ago

London, United Kingdom Cvent, Inc. Full time

Overview:

Cvent is a leading meetings, events and hospitality technology provider with more than 4,700 employees and nearly 21,000 customers worldwide.Founded in 1999, the company delivers a comprehensive event marketing and management platform for event professionals and offers software solutions to hotels, special event venues and destinations to help them grow their group/MICE and corporate travel business.

In this role, you will manage and execute European customer engagement marketing programs to key customer segments working closely with demand generation, client services, sales and product management teams. You will focus on upgrading our customer messaging to deepen our engagement and resulting in stronger client satisfaction. You will assist your customer marketing teammates and the regional field marketers across multiple marketing programs and you will partner especially closely with our CS and product teams to drive improved adoption and mastery of our tools.

Our ideal manager is passionate not only about executing creative and effective marketing campaigns that enable us to develop deeper customer (user) relationships, but also delivering programs that materially impact our ability to retain and upsell those customers. The most successful applicants will be the ones that can effectively collaborate with many different teams, enjoy complex problem solving and are results-driven.


In This Role, You Will:

  • Develop and oversee the execution of customer marketing programs within Europe for Hospitality Cloud including:
  • Advisory Board Meetings – Organisation of Advisory Board meetings including creation of talk track and presentation, logistics, gifting, surveys/feedback, post event follow up and invite strategy as well as supporting Venue Directory customer meetings and events where required
  • Customer events and dinners – Organisation of Cvent and Venue Directory customer dinners including coordinating with meetings and events teams on venues, leading invite strategy, creation of marketing collateral to promote dinner and reporting and analysis of results
  • Attendance at customer events – Organisation of chain show events with meetings and events team including creation of speaking presentation decks, ensuring leads are scanned at the events and results reported, ensuring promotion of Cvent and Venue Directory attendance before the event
  • Local user summit promotion – Ensuring that user summit is promoted in European region and communicated to sales team
  • Cvent Celebrity - Help grow Cvent Celebrity in Europe, our customer loyalty rewards program on the Influitive platform, through creative incentives and content to drive usage and overall advocacy Launch internationally
  • Cvent Community - Co-manage content and overall strategy for Cvent Community in Europe to drive further engagement and recommend new ideas to enhance the adoption of this resource
  • Cvent Academy - Partner closely with the Client Success and L&D team on the development of the annual training plan in Europe which includes the development of new courses (as appropriate), driving further mastery of our tools, and increasing successful completions of customer trainings and certifications (Cvent Academy) across our client base
  • Take the lead on additional customer training required within Europe for Venue Directory and Cvent customers including coordination of dates and venues, ensuring training teams are conducting the training and promotion of training to customers plus reporting of results and feedback
  • Cvent Excellence Awards – Leading the management of awards for Hospitality Cloud in Europe and also supporting growth of awards internationally including promotion of the awards, ensuring we achieve submissions, collating and organising information for executive team in order to decide on finalists and winners, supporting in logistical aspects of the event, post event promotion
  • Cvent CONNECT Europe customer activations including training, academy, celebrity, community activations such as promotion of the customer activations, ensuring engagement, post reporting and analysis of success
  • Manage roll out of global customer marketing campaigns in European region and support in designing content for all global customer communications
  • Effectively communicate the ROI from programs to leadership through post campaign
  • Oversee the customer marketing team’s internal Marketing wiki for Europe
  • Ensure that deliverables for Venue Directory customer contracts are delivered on including marketing bundles such as blogs, social media posts, email marketing, reporting back to customer on campaign success etc
  • Key account engagement – lead on key SAT account campaigns and ABM within Europe for cross sell/upsell opportunities working alongside demand generation team
  • Work closely with the Global Customer Marketing Team and Analytics Team on the customer data and market analysis to identify the scope of the respective programs and design targeted customer-centric initiatives based on the needs of the market

Here's What You Need:

  • Extensive experience in B2B Marketing field, of designing & building/executing marketing programs, and designing and marketing customer focused content is a plus
  • A strong command of messaging and communication – both externally and internally
  • Ability to work with multiple stakeholders and under strict timelines
  • Deep experience with Excel and PowerPoint
  • Hands-on experience with complex project management
  • A true team player who can work across various teams/departments virtually and in person
  • Solid reporting skills in using CRM tools like Salesforce
  • Experience withSalesforce, Marketo required
  • Experience with Higher Logic is a plus
  • Excellent communication, problem-solving and analytical skills
  • Strong leadership skills with the ability to prioritize and execute with precision
  • Bachelor’s degree in marketing, Communications or equvalent experience

We are not offering sponsership for this role.

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