Introduction to blithequark
At blithequark, we are revolutionizing the way families search for senior care solutions. As the nation's largest senior care advisory service, we have been connecting families with expert advisors and personalized solutions since 2000. Our mission is to enable caregivers to make the best senior care decisions for their loved ones, and we are committed to fostering a culture of diversity, equity, and inclusion. Our employees live by our core values every day: Mission Over Me, Do Hard Things, Drive Outcomes as a Team, Win The Right Way, and Embrace Change.
Job Overview
We are seeking an experienced Customer Marketing Analyst to join our Marketing team. As a key member of our team, you will be responsible for delivering a best-in-class customer experience across B2C marketing channels, including Email, SMS, and Phone. You will work closely with our senior living community customers to drive B2B marketing programs and ensure that families remain engaged with their advisors and our wealth of resources as they search for the right senior care solution.
Key Responsibilities
- Customer Journey: Orchestrate best-in-class follow-up experiences for families working with blithequark via customer marketing channels (Email, SMS, and Phone). Build and maintain the latest mapping of the customer journey and ensure all campaigns and messaging work in support of our customers.
- Performance Monitoring: Oversee daily customer marketing metrics (delivery, open, click-through, response, and opt-out rates) across programs and channels (Email, SMS, and Phone). Proactively identify trends, address outliers, and own recommendations for customer experience improvements.
- Reporting: Build and distribute timely and accurate reporting for customer marketing programs. Gather and analyze reporting inputs, including call listening and marketing/sales data.
- Customer Experience Audits: Regularly review and own updates to blithequark's customer journeys. Document and share insights and recommendations. Listen to sales phone calls daily and publish results into trackers, structured data, and actionable reports.
- Operations Support: Own process documentation and continuous process improvement through the use of automation and technology tools. Review, research, and action escalations from sales teams and community customers, including listening to calls and reviewing CRM and internal systems. Responsible for driving and communicating resolutions to all stakeholders.
- Coaching and Direction: Provide coaching opportunities and direction to sales leaders and team members to ensure that they have the tools and resources needed to deliver exceptional customer experiences.
Qualifications
To be successful in this role, you will need to possess the following skills and competencies:
- Highly Organized: Ability to manage a high volume of operational, analytical, and administrative tasks.
- Demonstrated Success in Root Cause Analysis and Process Improvement: Experience in identifying and addressing root causes of issues and implementing process improvements.
- Excellent Judgement: Ability to make independent decisions in line with company mission and values.
- Experience Building Reports and Working with Software Tools: Proficiency in tools such as Excel, Tableau, Google Suite, and Gong (Call Listening) is a plus.
- Excellent Communication: Organized communication and experience working with internal sales teams is a plus.
- Focus on Delivering Accurate Reporting, Actionable Insights, and Driving Continuous Process Improvement: Ability to deliver high-quality reporting and insights that drive business outcomes.
- Education: Bachelor's degree required, with 1-2 years of experience in a marketing or operations function a plus.
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to the growth and development of our employees. As a Customer Marketing Analyst, you will have the opportunity to work on complex projects, develop your skills and expertise, and contribute to the success of our organization. You will also have access to training and development programs, mentorship, and career advancement opportunities.
Work Environment and Company Culture
Our company culture is built on our core values, and we are committed to fostering a culture of diversity, equity, and inclusion. We believe in empowering our employees to make decisions, take ownership of their work, and drive outcomes as a team. Our work environment is collaborative, dynamic, and fast-paced, and we are passionate about delivering exceptional customer experiences.
Compensation, Perks, and Benefits
We offer a competitive compensation package, including a base salary range of $70k - $80k, a 10% management bonus, and a comprehensive benefits package that includes:
- 401(k) plus match
- Dental insurance
- Health insurance
- Vision insurance
- Paid time off
Conclusion
If you are a motivated and experienced marketing professional who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. As a Customer Marketing Analyst at blithequark, you will have the chance to make a real difference in the lives of families and seniors, while also developing your skills and expertise in a dynamic and fast-paced environment. Apply now to join our team and be part of a company that is revolutionizing the way families search for senior care solutions.
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