Customer Relationship Marketing Specialist - Remote
Terminix

Job Info

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CRM Marketing Specialist - Remote

Region / Function: North America / Marketing

Location: US

Reports To: Manager, Commercial Engagement

Key Relationships

• North America leadership and colleagues
  
• Group Marketing colleagues
  
• Sales (Field, Strategic & National Accounts)
  
• Functional teams (e.g. Technical, Training, Finance, HR, IT, Marketing & Innovation, Legal & M&A, etc.)
  
• Key agencies, partners and consultants
  

Job Summary

The purpose of this role is to lead and facilitate the ongoing B2B CRM strategy for the commercial pest business by developing and executing an in-term CRM strategy that will drive value, increase retention and generate revenue growth through in-term upselling for the commercial pest sector. This role will be responsible for establishing and fostering strong relationships and serves as the "voice of the customer" in the development and execution of Commercial marketing plans, programs and initiatives.

Key Performance Indicators

• Growth: Retention of existing customer base / Increase customer count overall and in key verticals / Increase in key LOBs / Increase in annual value
  
• Delivery: Execution to agreed Commercial Pest Control CRM Strategy, including marketing calendar and budget
  
• Market Success: Commercial penetration / Vertical penetration / Solution penetration / Annual value / Retention
  
• Brand: NPS / Awareness / Consideration / Transition
  

Principal Duties and Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Responsibilities and essential job functions include but are not limited to the following:

• Partners with appropriate functional areas to plan, build, execute, and manage in-term vertical-specific campaigns to engage customers with relevant, value-add content through various online and offline tactics, including upsells/cross-sells with existing customers, customer referral programs and renewal process.
  
• Track and monitor customer satisfaction metrics to drive campaigns and messaging based on status as promoter or detractor, as well as recommend changes and improvements to customer journey, from engagement through renewal.
  
• Uses market and consumer research to analyze market conditions, anticipate trends and communicate changes in key segments.
  
• Identifies opportunities with key segments, develop and present proposals to evaluate opportunities.
  
• Leads the development of marketing and promotional materials and strategies utilized in retaining and acquiring business within key segments.
  
• Cultivates and develops the customer base through effective segmentation and campaign management.
  
• Serve as the "voice of the customer" in any Commercial customer experience initiative.
  
• Manages the relationship with external vendors and agencies; tracking and reporting on budget for assigned programs.
  
• Identifies infrastructure and process enhancements and supports and leads respective initiatives to improve campaign development and management.
  
• Creates and executes specific campaign programs including performance tracking and the identification of gap-closing measures.
  
• Monitors, analyses and communicates campaign program success metrics to internal stakeholders and management.
  
• Serve as liaison between Commercial Sales and Marketing teams, providing a single point for effective coordination and communication.
  
• Partner with the Residential CRM team to share best practices, ensure alignment.
  
• Participate on customer experience related project teams and committees.
  

CANDIDATE SUMMARY

Required Experience

• Bachelor's degree in marketing, comms or a related area, BA or BS
  
• 2-4 years of Marketing management experience required.
  
• Strong understanding of CRM principles, practices, and applications.
  
• Strong understanding of B2B sales and marketing principles, including ABM.
  
• Deep knowledge of targeted lead generation, development, nurturing, and management.
  
• Strong presentation and communication skills are required.
  
• Must possess superior verbal and written communication skills.
  
• Excellent organizational skills with a heightened sense of attention to detail.
  
• Strong interpersonal skills that allow for healthy internal and external relationships are a must.
  
• Experience with all aspects of marketing, including brand management, value prop & asset development, content strategies, product promotion, dynamic go-to-market planning, marketing training and superior data analytics capability.
  
• Strong computer skills, including fluency in cloud-based Marketing Software.
  
• Experience with the Google Platform.
  

Required Leadership Traits and Characteristics

• Highly commercial and entrepreneurial with an attestable customer focus and growth mindset.
  
• Outstanding analytical and problem-solving abilities with a strong understanding of corporate marketing and influencing key financial performance indicators including content strategies, marketing and digital content.
  
• Able to demonstrate high levels of drive, work ethic and personal accountability with the ability to work under pressure while maintaining sound judgement and a rigorous focus on the details.
  

Formal Education, Qualifications or Training

Bachelor's Degree or equivalent in a Business Development, Commercial or Marketing related subject

Physical Demands and Working Conditions

The physical demands are representative of those that must be met by an employee to perform the essential function to this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Incumbent must be prepared to:

• Move up to 10 pounds occasionally, by lifting, carrying, pushing, pulling, or otherwise repositioning objects.
• Sitting for long periods of time while using office equipment such as computers, phones and etc.
• Fingering and Repetitive motions; such as movement of wrists, hands and fingers while picking, pinching and typing during your normal working environment.
• Express or exchange ideas with others through the use of spoken word, quickly, accurately, and at an easily audible volume, and receive detailed information through oral communication at usual speaking levels without correction, and/or make fine discriminations in the nature of sounds in the environment.

Incumbent is required to have:

• Close visual acuity to perform detail-oriented activities at distances close to the eyes, as well as visual acuity to perform activities at or within arm's reach with skill, control, and accuracy, such as preparing and analyzing data, viewing computer screen and expansive reading.

Incumbent will be subject to:

• Inside working conditions: The change of building environment such as with or without air conditioning and heating.

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