EBG

The Senior Manager, Customer Experience & Analytics implements key initiatives to advance the department’s mission of improving customer experience through 360-degree data capture and predictive insights from analytics. This role reports to the SVP, Customer Experience & Analytics and focuses on identifying and addressing opportunities to improve the customer experience across EBG platforms and user channels.

Essential Functions

• NPS program: Design, deploy and optimize surveys across user touchpoints to measure NPS and understand key drivers; deliver actionable recommendations to business owners, work with Product, Marketing and Technology teams to implement improvements (“close the loop”)
• Ad-hoc survey research: Support business owners with survey research to answer key business questions, create surveys for deployment across channels, synthesize and report findings and recommendations
• Usability testing: Design, deploy and optimize online focus groups to support website feature development and UX optimization projects, analyze and report findings and provide recommendations
• Customer feedback consolidation: Work with Operations team to consolidate and evaluate customer feedback from multiple channels and touchpoints, identify highest priority opportunities and work cross functionally to implement and/or test improvements
• User journey optimization: Manage and/or support initiatives to improve key points in the customer journey e.g. product discoverability, product fulfillment, refund requests
• Work closely with CX & Analytics team members to understand customer feedback in context of behavioral data (what customers say versus what they do) and broader business environment
• Leverage customer feedback to mine and identify demographic and psychographic attributes that help inform UX and marketing decisions

Qualifications

• Bachelor’s degree
• 4+ years relevant primary research experience
• Comprehensive understanding of primary research and testing methodologies:
  • Survey development and analysis
  • Split and multivariate testing
  • Qualitative versus quantitative
  • NPS, CSAT
• Proficiency with online / SaaS survey tools e.g.
  • Qualtrics
  • UserTesting
• E-commerce experience
• Experience managing projects requiring cross-functional collaboration
• Ability to independently manage multiple projects with a high degree of accuracy and attention to detail
• Flexibility to flourish in fast paced environment and quickly shift priorities to accommodate business needs
• Excellent written and oral communication skills
• Ticketing and/or Travel & Entertainment experience a plus
• Proficiency with web analytics tools a plus, e.g. Adobe Analytics, Google Analytics

Compensation:$90k-$150k

Salary to be determined by multiple factors including but not limited to relevant experience, knowledge, skills, other job-related qualifications, and alignment with market data.

Additional Information

EBG offers outstanding employee benefits including:

• Medical, Dental & Vision
• 401k Match
• Short Term Disability, Long Term Disability (Company Paid)
• Company Paid Basic Life and AD&D
• Additional Voluntary Benefits
• Flexible Work Arrangements
• 3 Weeks of PTO + 5 Personal Days
• Paid Holiday Break from Christmas to New Year
• Paid Holidays
• Fitness Reimbursement Program
• Annual Day of Giving
• Share in the FUN! EBG gives $1000 per year in Tickets-At-Work gift cardsto full-time employees to experience and enjoy the savings marketplace!

The statements contained herein reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required, and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements. All your information will be kept confidential according to EEO guidelines.

EBG

The Director of B2B Marketing will be responsible for the strategic creation and execution of marketing efforts (across email, digital, and print) to acquire new corporate clients, grow existing user base, and launch new services/products. This role will work directly with the leaders of the Product, Sales, and Account Management departments to identify new and creative approaches to convert both corporations and their employee base.

To be successful, you will have deep expertise in reaching a business audience, knowledge of what levers to use across the entire sales funnel, and can influence business leaders to support our efforts, which focus on employee base adoption.

• Responsible for leading B2B marketing team to increase engagement and revenue from existing and new clients
• Support the sales and client service teams in meeting their respective goals and in executing the campaigns
• Provide continued development and direction of the B2B/B2B2C brand, tone and image. Oversee creative (copy/visual) development to ensure adherence. Maintain a mindset as the voice of the client
• Analyze performance metrics and use actionable insights to prioritize and optimize marketing channels and efforts
• Ideate (and manage) the rollout of new product lines; marketing messaging and materials via Salesforce/Marketo, site placements and talking points
• Support the UI/ UX and develop content for B2B client acquisition experiences and existing client tools and experience
• Lead strategy and attendance of live and/or virtual events including project planning, content, participants and talent, registration process, event hosting technology, and follow-up communication.
• Maintain efficient and effective processes to execute custom marketing for marquee clients.
• Manage direct reports in the execution of all efforts, including providing direction, communication strategy, best-practices, implementing processes and QA, prioritization and deadlines, etc.
• Develop marketing briefs and project plans to provide vision and direction for campaigns and initiatives
• Lead associate communications strategy and maintain tools to support sales and account management teams in awareness of B2B campaigns, version-controlled collateral, processes, FAQs, etc.

Qualifications

• 7+ years marketing experience – B2B (B2B2C or B2C)
• Consistent track record of exceeding annual KPI goals (company acquisition, product utilization, revenue)
• Proven results in increasing brand/product awareness
• Salesforce experience or similar tool required
• Hands-on email marketing automation and execution experience is a must – preferably Marketo
• Adobe Analytics or Google Analytics experience is required
• Prior work experience with selling to corporate HR teams inthe benefits, health, or recruiting space is ideal
• Experience supporting a sales and service team

Pay: $90-$130,000/yr plus bonus

Additional Information

EBG offers outstanding employee benefits including:

• Medical, Dental & Vision
• 401k Match
• Short Term Disability, Long Term Disability (Company Paid)
• Company Paid Basic Life and AD&D
• Additional Voluntary Benefits
• Flexible Work Arrangements
• 3 Weeks of PTO + 5 Personal Days
• Paid Holiday Break from Christmas to New Year
• Paid Holidays
• Fitness Centers (location dependent)
• Annual Day of Giving
• Share in the FUN! EBG gives $1000 per year in Tickets-At-Work gift cardsto full-time employees to experience and enjoy the savings marketplace!
• Most benefits begin the first of the month after your start date

The statements contained herein reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required, and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements.

EBG

The Senior Manager, Customer Experience & Analytics implements key initiatives to advance the department’s mission of improving customer experience through 360-degree data capture and predictive insights from analytics. This role reports to the SVP, Customer Experience & Analytics and focuses on identifying and addressing opportunities to improve the customer experience across EBG platforms and user channels.

Essential Functions

• NPS program: Design, deploy and optimize surveys across user touchpoints to measure NPS and understand key drivers; deliver actionable recommendations to business owners, work with Product, Marketing and Technology teams to implement improvements (“close the loop”)
• Ad-hoc survey research: Support business owners with survey research to answer key business questions, create surveys for deployment across channels, synthesize and report findings and recommendations
• Usability testing: Design, deploy and optimize online focus groups to support website feature development and UX optimization projects, analyze and report findings and provide recommendations
• Customer feedback consolidation: Work with Operations team to consolidate and evaluate customer feedback from multiple channels and touchpoints, identify highest priority opportunities and work cross functionally to implement and/or test improvements
• User journey optimization: Manage and/or support initiatives to improve key points in the customer journey e.g. product discoverability, product fulfillment, refund requests
• Work closely with CX & Analytics team members to understand customer feedback in context of behavioral data (what customers say versus what they do) and broader business environment
• Leverage customer feedback to mine and identify demographic and psychographic attributes that help inform UX and marketing decisions

Qualifications

• Bachelor’s degree
• 4+ years relevant primary research experience
• Comprehensive understanding of primary research and testing methodologies:
  • Survey development and analysis
  • Split and multivariate testing
  • Qualitative versus quantitative
  • NPS, CSAT
• Proficiency with online / SaaS survey tools e.g.
  • Qualtrics
  • UserTesting
• E-commerce experience
• Experience managing projects requiring cross-functional collaboration
• Ability to independently manage multiple projects with a high degree of accuracy and attention to detail
• Flexibility to flourish in fast paced environment and quickly shift priorities to accommodate business needs
• Excellent written and oral communication skills
• Ticketing and/or Travel & Entertainment experience a plus
• Proficiency with web analytics tools a plus, e.g. Adobe Analytics, Google Analytics

Additional Information

EBG offers outstanding employee benefits including:

• Medical, Dental & Vision
• 401k Match
• Short Term Disability, Long Term Disability (Company Paid)
• Company Paid Basic Life and AD&D
• Additional Voluntary Benefits
• Flexible Work Arrangements
• 3 Weeks of PTO + 5 Personal Days
• Paid Holiday Break from Christmas to New Year
• Paid Holidays
• Fitness Reimbursement Program
• Annual Day of Giving
• Share in the FUN! EBG gives $1000 per year in Tickets-At-Work gift cardsto full-time employees to experience and enjoy the savings marketplace!

The statements contained herein reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required, and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements. All your information will be kept confidential according to EEO guidelines.

EBG