AmTrust Financial Services, Inc.

Marketing Strategy Associate - Customer Experience

US-OH-Cleveland
Requisition ID
2017-5878
Category
Sales
Position Type
Regular Full-Time

Overview

About Us:

AmVenture Insurance Agency, Inc., backed by AmTrust Financial, offers a comprehensive set of tools and support for the small business community, focusing on small business insurance and educational materials.  Our work environment is one of collaboration and teamwork.  We strive to achieve a great work-life balance; we laugh big, play hard, and work even harder in order to succeed both inside the office and out.  Here at AmVenture, we encourage employees to be themselves, to provide new ideas regularly and – in a true entrepreneurial spirit – we constantly motivate each other to do even more than the day before.

 

Position Summary:

We are currently seeking a dynamic individual to join our team as a Marketing Strategy Associate overseeing the customer experience.  This role will be a key member of the team ensuring that customers are at the center of all business decisions.  A successful candidate will work cross-functionally to ensure all touch-points are measured and reported, conduct analysis and communicate insights to stakeholders, and bring a natural curiosity and drive to make improvements.

Responsibilities

  • Recommend and drive the execution of data-driven, customer-centric strategies to enhance the lifetime value of existing customers
  • Work with business teams to gain a rich understanding of their business, analytical, and reporting needs, including the identification of critical metrics and KPIs
  • Recommend and drive refinements of journeys, segments, promotions, campaigns and messaging/scripting based on evaluation of data evidence, such as campaign conversion, customer retention, customer cross-sell, and campaign ROI to ensure continuous improvement and effectiveness of those initiatives
  • Implement, measure and improve re-marketing and marketing automation efforts
  • Oversee implementation and analysis of the ‘lifetime value’ marketing programs
  • Support sales, business development and media acquisition in their efforts to investigate, analyze and implement technologies, services and/or vendor solutions that can support and improve customer conversion and retention results
  • Continuously identify and capture from across the organization opportunities to improve customer experience. ● Ensure ongoing test-and-learn approach across all retention and loyalty related activities (programs, campaigns, promotions, segmentation, messaging and scripting)
  • Utilize customer insights to make recommendations that improve the customer experience and further drive customer loyalty to the brand
  • Clearly communicate to all levels of management relevant KPIs and other findings, context, and recommendations for action
  • Gather market data and prepare reports for organizational understanding of current market share, size of potential new markets, product performance and brand reputation
  • Review customer data for assistance in prioritizing and targeting customers for marketing campaigns and projects
  • Understand business objectives and design surveys to discover customers’ preferences
  • Leverage customer data to drive segmentation and persona development and enhance personalization efforts
  • Track our brand health measures, recommend the best research methodology based on needs, time line and budget

Qualifications

  • 4+ years in a marketing strategy, research or customer experience role. Insurance/finance background a plus
  • Bachelor’s degree in Marketing, Business or related field
  • Proven track record of developing successful marketing, customer engagement and retention programs across different Mass Market sales modes through both direct-to-market and channel-partnerships
  • Demonstrated ability to analyze customer behaviors, derive insights, identify market trends and translate this diverse information into actionable marketing strategies
  • A thorough understanding of data-driven marketing, including customer segmentation, and test design and operation, with proven success improving loyalty and retention of customers
  • Experience using CRM software to monitor and automate the customer experience through strategic use of email communications, direct mail, phone solicitations and other messaging techniques
  • Thorough knowledge of reporting tools, including hands-on experience with Salesforce, Excel, or comparable enterprise software
  • Strong analytical and quantitative skills, including a strong understanding of online marketing metrics
  • Passion for improving the customer experience and continuously learning and improving
  • High energy and a self-starter; has a high capacity for work and effectively handles pressure of a fast-paced environment; thrives on multi-tasking; able to handle multiple projects and meet deadlines.
  • Ability to work collaboratively with colleagues and staff to create results driven, team oriented environment
  • High attention to detail and the ability to audit his/her own work for accuracy and quality
  • Excellent verbal and written communication skills

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