Marketing Customer Advocacy Manager

Date: Mar 17, 2023

Location:

Baltimore, Maryland, US

Company: WillScot | Mobile Mini

Req ID: 49113

WillScot (NASDAQ WSC) is the industry leader in providing storage solutions and modular workplace solutions to customers across North America. We serve ~50,000 customers with space solution needs daily, through a network of 100+ branch locations throughout North America.

Our legacy is rooted in product innovation, a reputation for exceptional customer service, effective management of business operations, and the ability to attract and retain the industry’s most talented staff and management team. Our values guide us to achieving our true potential and create an inclusive work environment which allows every person to thrive.

ABOUT THE JOB:

The Marketing Customer Advocacy Manager will execute all aspects of the WSMM customer experience program, including Net Promoter Score (NPS) program management and evolution, enabling WSMM to garner deeper, actionable insights using customer experience information. S/he will collaborate with Marketing team colleagues to create content to proactively address customer pain points. This person will partner with the Field, Operations, and other functional leadership and teams to drive improvements to consistent detractor issues. S/he will also be responsible to creating, managing, and growing company-wide customer advocacy programs/forums (e.g., a customer advisory board).

WHAT YOU'LL BE DOING:

Manage relationship with NPS platform provider to ensure program design and implementation aligns with business objectives for program
Lead NPS monitoring and measurement, including regular communication with senior leadership on trends, wins, and opportunity areas
Lead development and socialization of actionable insights for the Net Promoter Score (NPS) customer satisfaction program, including aligning data and insights across internal functions, specifically Operations
In partnership with the Field, Operations, and other functions, drive a systematic approach that prioritizes consistent detractors for root cause to corrective action
Analyze NPS reporting to create marketing content that will positively address customer pain points to help drive customer experience and NPS score improvements
Develop a framework for customer advocacy efforts (e.g., a customer advisory board), as well as launch and manage the programs in partnership with business and functional stakeholders.

EDUCATION AND QUALIFICATIONS:

Required Education and Experience:

Bachelor’s Degree in Marketing, Statistics or Analytics, Customer Experience or related program. 8+ years of experience in data analysis, market research, program management, and customer experience.
5+ years of B2B experience managing customer experience programs (e.g., NPS).

Required Skills and Abilities:

Results oriented; drive and desire to build a commercial career (marketing, sales, sales effectiveness); Time management skills; experience in customer satisfaction survey/market research design, execution, and analysis; Expertise in and passion for visualization of data and insights; Experience developing effective marketing content for customers; Strong executive presence and communication skills; Program management experience, specifically related to customer advisory boards and issues resolution. Experience effectively working in a matrixed organization. Growth mindset.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

WillScot Mobile Mini is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected status with respect to recruitment, hiring, promotion and other terms and conditions of employment. WillScot Mobile Mini takes affirmative action in support of this policy to employ and advance in employment individuals who are minorities, women, disabled, and veterans.

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