Trupanion, the market-leading provider of medical insurance for cats and dogs, is seeking a talented temporary Marketing Manager, specializing in customer experiences, to join the fast-paced Customer Marketing Team. This role is estimated to last for 4-6 months.
As a member of the Customer Marketing Team, you'll have the opportunity to make an immediate impact on hundreds of thousands of Trupanion members. You will report directly to the Head of Customer Marketing and will drive Trupanion's voice of the customer program.
We are looking for a highly motivated, self-directed individual with a customer first mindset and a passion for delivering delightful customer experiences.
Key Responsibilities Include:
Develop, execute and optimize Trupanion's voice of the customer program to ensure continuous feedback loop with our policyholders
Utilize data to spot trends within the current member experience and effectively translate into actionable recommendations for other departments
Partner with Trupanion's Business Intelligence team to develop a policyholder research strategy and deliver insights across department to support retention and loyalty initiatives
Utilize customer research to understand the lifetime value of a customer and develop customer segmentation strategies
Execute initiatives to ensure Trupanion members' voices are heard and support shift to a member-first environment
Leverage positive customer experiences to drive increased positive reviews on key online platforms
Manage policyholder panel to ensure effective delivery of surveys and avoid survey fatigue
Skills, Knowledge & Abilities:
A mindset that can deliver both creativity and data based decision making
Analytical approach and ability to translate numbers into insights
Strong written and verbal communications skills
Effectively communicate to deliver insights and reporting across the business, and drive change
Research minded and able to apply research best practices to build customer surveys
Creative problem solver
Experience with Qualtrics is a plus