Experienced Customer Marketing Analyst – Senior Care Industry
At arenaflex, we're dedicated to connecting families with expert advisors who provide personalized solutions for senior care. As the nation's largest senior care advisory service, we're committed to fostering a culture of diversity, equity, and inclusion. Our employees live by our core values every day:
- Mission Over Me: We find purpose in helping caregivers and their senior loved ones while approaching our work with empathy.
- Do Hard Things: We're energized by solving challenging problems and see it as an opportunity to grow.
- Drive Outcomes as a Team: We each own the outcome but can only achieve it as a team.
- Win The Right Way: We see organizational integrity as the foundation for how we operate.
- Embrace Change: We innovate and constantly evolve.
Job Description
We're seeking an experienced Customer Marketing Analyst to join our Marketing team, focused on delivering a best-in-class customer experience. As a key member of our team, you'll work across B2C marketing channels (Email, SMS, and Phone) to ensure families remain engaged with their advisor and a wealth of resources as they search for the right senior care solution for their loved ones. Additionally, you'll drive B2B marketing programs directly with senior living community customers.
Key Responsibilities
* Customer Journey: Orchestrate best-in-class follow-up experiences for families working with arenaflex 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 arenaflex 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 team and community customers
, including listening to calls and reviewing CRM and internal systems. Responsible for driving and communicating resolutions to all stakeholders.
Provide coaching opportunities and direction to sales leaders and team members
.
Qualifications
* Required Skills and Competencies: + Highly organized, with the ability to manage a high volume of operational, analytical, and administrative tasks. + Demonstrated success in root cause analysis and process improvement. + Excellent judgment with the ability to make independent decisions in line with company mission and values. + Experience building reports and working with software tools, including Excel, Tableau, Google Suite, and Gong (Call Listening), a plus.
- Communication:
+ Excellent, organized communication. + Experience working with internal sales teams a plus. + Focus on delivering accurate reporting, actionable insights, and driving continuous process improvement.
- Education:
+ Bachelor's degree. + 1-2 years of experience in a marketing or operations function, a plus.
What We Offer
* Competitive Compensation: $70k - $80k base salary, plus a 10% management bonus.
- Benefits:
+ 401(k) plus match. + Dental insurance. + Health insurance. + Vision Insurance. + Paid Time Off.
Why Join arenaflex?
At arenaflex, we're committed to creating a workplace that's inclusive, supportive, and empowering. We believe in the importance of work-life balance and offer a range of benefits to support your well-being. Join our team and be part of a mission that makes a real difference in the lives of families and caregivers.
How to Apply
If you're passionate about delivering exceptional customer experiences and driving business growth, we'd love to hear from you. Apply now and join our team at arenaflex! [Apply Job!](https://remotejobs.trendingnewsgo.com/register-candidate/) Apply for this job