- Company Name
- Weda - Logiciel médical
- Job Title
- Responsable Engagement & Marketing Client (H/F)
- Job Description
-
**Job Title**
Customer Engagement & Marketing Manager
**Role Summary**
Lead the end‑to‑end customer engagement strategy for a SaaS health‑tech platform. Drive adoption, retention, upsell, and community building to maximize Customer Lifetime Value (CLV) through targeted campaigns, automation, data‑driven insights, and educational initiatives.
**Expectations**
- Achieve measurable increases in user adoption, churn reduction, and cross‑sell/upsell revenue.
- Build a sustainable ambassador community that amplifies brand advocacy.
- Deliver clear, KPI‑driven dashboards guiding product, sales, and support teams.
**Key Responsibilities**
1. **Engagement & Adoption** – Design post‑onboarding engagement programs (webinars, tutorials, newsletters); partner with Product, Success, and Support to identify adoption levers; segment customers to tailor upsell/cross‑sell strategies; track campaign performance and ROI.
2. **Retention & Churn Reduction** – Create targeted action plans to improve retention; deploy lifecycle‑based marketing automation and personalized communications.
3. **Community & Ambassador Programs** – Launch and manage ambassador initiatives (referral, case studies, community events); capture Voice of Customer (VoC) through surveys and panels to inform product and marketing.
4. **Events & Experience** – Plan and execute client events (user clubs, conferences, workshops, hybrid formats) to strengthen relationships and co‑create value.
5. **Analytics & Reporting** – Define and monitor key metrics (retention, churn, NPS, engagement, CLV, cross‑sell rates); build dashboards to report performance and support strategic decisions.
**Required Skills**
- 5–8 years of experience in customer marketing, customer success marketing, or CRM within a SaaS/technology environment.
- Deep understanding of the customer lifecycle and SaaS metrics (ARR, churn, NRR, CLV, adoption).
- Proficiency with CRM and marketing automation platforms (HubSpot, Salesforce, Gainsight, Intercom).
- Strong analytical mindset, data‑driven ROI focus, and experience building dashboards.
- Excellent communication, collaboration, and client‑centric mindset.
- Experience in SaaS software marketing is a plus.
**Required Education & Certifications**
- Master’s level (Bac+5) in Business, Marketing, Digital, or related field.
- Equivalent professional qualifications accepted.
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