Head of Customer Marketing, North America (12-month Contract)

EcoOnline is a leading provider of Environmental, Health, Safety and Quality (EHSQ) software solutions. By providing organisations of all sizes with user-friendly EHSQ software that create engagement and operational excellence, EcoOnline makes significant impact in making workplaces safe, sustainable, and productive.

More than 7,000 companies and 80 industries have chosen EcoOnline, as a supplier of user-friendly SaaS tools within HSEQ. We have a rapid growth and today we are more than 500 talented colleagues in our offices in Norway, Sweden, Finland, Denmark, Ireland, United Kingdom, Germany and US. 

Our vision is to be the preferred provider of HSEQ tools & services and deliver sustainable results for our customers around the globe.

About us.

Workplace safety is a fundamental part of our DNA, and we take pride in ensuring that we make a positive impact on the lives of others.

By developing leading software solutions that safeguard people and the environment, we are positively impacting the world. Leveraging data and technology to drive a modern culture of health and safety compliance and sustainability.

If you’re interested in impacting the lives of others and being a part of a rapidly growing global organization, we hope you’ll consider joining us!

About the Role

You’ll be joining the Marketing team in North America, reporting to the Sr. Director of Marketing, North America to drive the overall strategy for customer growth, retention, and advocacy. This is a maternity leave replacement role on contract for 12 months. You will have one direct report, a Customer Marketing Manager, and will work together to deliver the common goal of turning existing customers into promoters of EcoOnline and expand their suite of EcoOnline solutions.

Responsibilities

• Develop a growth campaign strategy to expand multi-product usage across our existing customer base (cross-sell)
• Support customer retention and adoption through:
  • value-based programs that can be leveraged by our customers to grow their usage of EcoOnline solutions within existing products and new products
  • programs that support the identification of customer advocacy with: Customer Case Studies, Sales References, Product Reviews, Customer Speaker Opportunities, etc.
• Partner with European Customer marketing counter parts to ensure a holistic and aligned strategy to global customer marketing with a focus on reduced duplication of efforts
• Develop an Account-based Marketing strategy (1:few and 1:1) to support growth in our top enterprise strategic customer accounts, and 1:many for SMB and mid-market customer accounts
• Execution of a holistic customer engagement calendar, bringing together touchpoints across all customer-facing teams, ensuring they’re complementary, and that customers are aware of all opportunities to engage. This can include emails, in-product messaging, webinars, newsletters, in-person events or other.
• Grow our event strategy to engage with our customer base, including regional & cohort meet-ups (when/if available), and ‘virtual’ engagements via webinars
• Support the prospect marketing team with an appropriate strategy for engaging with customers during industry tradeshows and/or engagements outside the show

The success of this role will be measured on hitting key KPIs:

• NRR, GRR, Logo Retention
• Number of existing customers with more than 1 product
• Marketing initiated and influenced expansion pipeline (via cross-sell campaigns and new geography/site expansion)
• Marketing initiated and influenced closed-won revenue

Qualifications

• 5+ years’ experience in full funnel customer marketing (or related) experience
• Experience managing or coaching others with proven success
• Experience working in highly cross-functional and fast-moving environments
• Extensive knowledge of sales, digital marketing, field marketing and other growth marketing techniques and strategies
• Basic content writing (will also have a content team for support)
• Understanding of HubSpot and/or Marketo to measure, execute and optimize campaigns
• Experience using Salesforce or similar CRM
• Experience running ABM campaigns; ABM platform experience is a plus
• Strong interpersonal and relationship-building skills to engage and collaborate with stakeholders and win as one-team globally
• Use a data-driven approach to measure campaign effectiveness
• Deep understanding of the relationship between customer and product data to identify the optimal paths for communication, education and engagement
• Flexibility and adaptability to change
• A willingness to roll up your sleeves and support execution of marketing campaigns as needed, alongside the Customer Marketing Manager
• A desire to learn and grow in the customer marketing and demand generation field

Our Tech Stack

• Marketo
• HubSpot (global solution implementation coming soon)
• Salesforce
• Influ2
• Pendo
• Catalyst

What We Offer:

EcoOnline has a flexible workplace policy that allows you to work on a hybrid remote basis, both from home and in the office. We want you to be able to do your best work no matter where you are. We emphasize providing many ways to support our team to do their best work, and we believe that if you look after your people, they look after everything else! 

You will lead the customer marketing strategy in North America to support the entire end-to-end customer journey. You will do so by partnering with stakeholders in other teams, including but not limited to:

• Customer Success team to deliver clear and timely promotional, instructional, relationship development, and product messages to our customer base (across all channels).
• Product Marketing team to ensure our customers are aware of new product developments and the benefits of them. (Launch calendar?)
• BD, Sales and Customer Success teams to collaborate on revenue-generating expansion campaigns, and you will work to create strong relationships with customers, turning them into advocates for EcoOnline
• Global Content team to identify and close content gaps with regards to customer-centric content across the customer journey
• Global and Regional Campaign Managers to collaborate on product launches, cross-sell campaigns, events and tradeshows

The ideal candidate will value

• transparency and diversity
• be driven to succeed
• customer-centric & constantly curious
• have a passion for collaborating with, developing, and helping others

Interested but don’t feel you meet all the qualifications?

Our recruitment team assesses and reviews all applications against the role and business needs. We believe in people having transferable and soft skills and want you to know that we consider applications that might not meet all the criteria but have the aptitude and capability. Our priority is to ensure we set people up for success.

Diversity, Equity & Inclusion.

EcoOnline is proudly an equal opportunity employer. We are committed to ensuring that no candidate is discriminated against because of gender identity and expression, race, disability, ethnicity, sexual orientation, age, colour, region, creed, national origin, or sex. We are dedicated to growing a diverse team while continuing to create an inclusive environment where everyone feels safe and empowered to be themselves.

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