Marketing Manager

Position Title: Marketing Manager – Outsourced Customer Experience

We are looking for a results-oriented and strategic Marketing Manager with a proven background in the outsourced customer experience and call center industry. This role demands a blend of leadership, creativity, and hands-on management, overseeing a talented team of designers, copywriters, video producers, and coordinators for email and social media campaigns. The ideal candidate will have expertise in marketing strategies, content creation, and brand messaging, with the ability to develop and execute campaigns that effectively drive customer acquisition and retention within the customer experience sector.

Key Responsibilities:

• Team Leadership & Collaboration: Lead and mentor a cross-functional team, including designers, copywriters, video producers, and marketing coordinators. Ensure alignment on goals, timelines, and creative direction to produce high-quality marketing materials.
• Content Creation & Management: Guide the creation of compelling content, including website copy, blog posts, and case studies, tailored to meet the needs of the industry and various brands.
• Video Production Management: Oversee the entire video production process, from concept to scripting, filming, and post-production. Ensure the content aligns with brand standards and effectively conveys key messages.
• Brand Messaging & Positioning: Collaborate with senior leadership to refine and maintain consistent messaging across all marketing channels. Ensure that the brand’s voice resonates with target audiences, including potential clients and business partners.
• Project Management: Manage marketing projects to ensure deadlines are met, budgets are adhered to, and resources are efficiently used. Leverage project management software to track and optimize progress.
• Market Research & Insights: Analyze industry trends, competitive landscapes, and customer insights to shape marketing strategies. Use data to assess campaign performance and make adjustments for continuous improvement.
• Cross-Department Collaboration: Work closely with the sales, customer success, and product teams to ensure marketing efforts align with company objectives and drive business growth.
• Reporting & Analytics: Track and report on key performance metrics such as project completion rates and campaign ROI. Deliver consistent weekly and monthly performance reports.

Qualifications:

• Experience: At least five years of experience in marketing, with a focus on the outsourced customer experience/service sector.
• Leadership: Proven ability to manage creative teams, including designers, copywriters, and video producers.
• Communication: Excellent written and verbal communication skills, with the ability to craft compelling messaging and present ideas to key stakeholders.
• Marketing Expertise: Strong understanding of digital marketing channels, including content marketing, SEO/SEM, email marketing, and social media.
• Creative & Analytical Balance: Ability to blend creativity with data-driven decision-making to optimize marketing campaigns.
• Project Management: Strong organizational and time management skills, with the ability to handle multiple projects and meet deadlines efficiently.
• Technical Skills: Familiarity with marketing automation tools, content management systems, and video production software (e.g., Adobe Creative Suite, Final Cut Pro).
• Education: A bachelor’s degree in marketing, communications, business, or a related field is preferred.

Preferred Skills:

• Experience in outsourced call center marketing or B2B marketing within the customer service industry.
• Knowledge of video marketing strategies, particularly on platforms like YouTube and LinkedIn, used by business clients.
• Experience working with external agencies or vendors for design or production needs.