Marketing Manager, Customer Experience

Trupanion Seattle , WA 98113

Posted 6 months ago

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

Qualifications:

  • Bachelor's degree
  • 5 years relevant marketing experience

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

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Marketing Manager, Customer Experience

Trupanion