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Head of Customer Engagement and Loyalty

2 months ago

London, Greater London, United Kingdom Bitsight Full time
About the Role

Bitsight, a leading cyber risk management company, is seeking a seasoned professional to fill the role of Director, Customer Experience and Advocacy. This strategic position will play a crucial part in deepening our relationships with existing customers by creating marketing programs focused on customer retention, engagement, and loyalty.

Key Responsibilities
  • Customer Marketing Strategy and Programs: Develop and implement customer-centric marketing strategies that drive engagement, retention, and advocacy. Collaborate with cross-functional teams to create and execute marketing initiatives that align with overall business goals.
  • Customer Advocacy and Engagement: Foster strong relationships with customers to identify and nurture advocates. Develop and implement digital and physical programs that promote customer engagement and loyalty.
  • Customer Feedback and Insights: Gather and analyze customer feedback to drive continuous improvement in products, services, and customer experience.
  • Content Creation and Management: Work with the Content Marketing team to create impactful customer-driven content, including case studies, testimonials, and success stories.
  • Events and Speaker Engagements: Develop and execute event strategies that motivate customers to attend Bitsight-sponsored events. Curate and manage a roster of customer speakers who can effectively share their success stories and insights.
Requirements
  • 7+ years of experience in Customer Marketing, specifically within a B2B SaaS environment, cybersecurity strongly preferred.
  • Proven track record of building and leading successful customer marketing programs that drive engagement, retention, advocacy, and expansion.
  • Strong analytical mindset with experience in measuring and reporting on the success of customer marketing initiatives.
  • Excellent communication and interpersonal skills, particularly with senior-level leaders and executives.
  • Strong project management skills, with the ability to lead cross-functional initiatives and manage multiple projects simultaneously.