Customer Marketing Manager, ICIS (Hybrid)

ENGINEERINGUK; Greater London; Hybrid; GBP 40,000 - 80,000; Full time

Job description

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Customer Marketing Manager, ICIS (Hybrid)

Sector: Customer Services, Marketing, Advertising and PR
Role: Manager
Contract Type: Permanent
Hours: Full Time

About the Business
At ICIS, our mission is to optimize the world's resources. We help companies make strategic, sustainable decisions by bringing transparency to markets across the world. Our customers benefit from instant access to price assessments, reports and forecasts, a dedicated news channel and supply and demand data. You can learn more about ICIS at the link at: https://www.icis.com/explore.

About our Team
Our marketing team is a strategic engine for driving business growth and transformation. We align closely with sales, customer-facing teams, strategy, and product/UX to ensure seamless collaboration and impactful outcomes.

About the Role
As our Customer Marketing Manager, you will take a customer-first approach to design and execute marketing strategies that enhance the overall customer journey, drive engagement, and foster growth. This role focuses on improving customer satisfaction, retention, and lifetime value by creating seamless, personalized experiences across multiple channels, leveraging data-driven insights, and identifying opportunities for cross-sell and upsell.

Responsibilities

• Multi-Channel Engagement: Develop and execute integrated marketing strategies to engage customers across various channels, including social media, in-product messaging, events, and personalized web experiences.
• Customer Journey Mapping: Create detailed customer journey maps to understand key touchpoints, pain points, and engagement opportunities across all communication channels.
• Cross-Sell and Upsell Campaigns: Identify and execute targeted, multi-channel campaigns that highlight relevant product features and drive additional revenue from existing customers.
• Content Marketing: Oversee the creation of content tailored to specific channels, such as video, podcasts, webinars, and events.
• Collaboration with Internal Teams: Work closely with Sales, Customer Success, and Product teams to align multi-channel marketing initiatives with customer needs and organizational goals.
• Technology and Tools: Utilise CRM, Marketing Automation and a wide range of analytics tools to monitor and report on customer engagement and impact on growth.
• Data Driven Decisions and Performance Metrics: Define and monitor KPIs such as retention rates, Net Promoter Scores (NPS), customer lifetime value (CLV), and engagement metrics across all channels.
• Market Trends and Innovation: Stay updated on industry trends, emerging technology, and best practices to ensure a dynamic and effective customer engagement strategy.

Requirements

• Proven experience in customer growth, lifecycle marketing, or customer experience roles, with a focus on multi-channel engagement and retention.
• Experience in using analytics tools to understand channel impact and specific commercial outcomes including Cross Sell, Upsell, retention and customer lifetime value.
• Demonstrable experience in channel and creative innovation, utilising the latest customer behavioural and analytics tools.
• Exceptional communication and collaboration skills to influence internal teams and engage customers effectively.
• Knowledge of key metrics such as CLV, NPS, engagement rates, and campaign ROI.
• Familiarity with digital marketing, social media platforms and in-product engagement tools.
• Bachelor's degree in Marketing, Business, Communication or a related field. A master's degree or equivalent experience is a plus.

Company

At LexisNexis Risk Solutions, our history and entrepreneurial spirit make us a rare combination. Our technologies, decision tools, and data services give our customers a clear advantage in evaluating and predicting risk and enhancing operational efficiency.