Shutterstock

VP, Head of Customer Marketing - Data, Strategy & Operations

3+ months agoNew York, NY

About the opportunity:

At the heart of Shutterstock, we are creatives that take pride in serving creatives. We believe in a collaborative, cross-functional working style where departments bring their diverse experiences and expertise together to uniquely understand our customers' needs. This nuanced understanding is foundational to our ability to develop innovative solutions to longstanding problems.

We're committed to data, experimenting, taking big swings and ruthless prioritization to build products that surprise and delight our customers, and have a materially positive impact on our business!

What we need:

The Head of Customer Marketing will lead customer lifecycle marketing efforts across our brands and product lines. This dynamic leader will have a strong track record of developing and implementing omni-channel subscription marketing strategies to onboard, engage and expand customer relationships, grow customer lifetime value and increase revenue retention.

The successful candidate will have a holistic understanding of our highly creative customers and possess the marketing chops to delight them with compelling experiences that sustain and expand long-term, profitable relationships.

We are looking for a data-driven leader who can identify customer segment targets, establish KPIs with clear linkages to a P&L, and iterate rapidly to test hypotheses and deliver complex initiatives. This leader will be able to create personalized experiences and deliver them using real-time propensity models and marketing solutions that match our offerings to customer needs and maximize both response and value.

This role will oversee a multi-functional team including Customer Activation, Engagement, Retention, and Marketing Operations and will be a senior member of the marketing leadership team.

The day to day:

  • Establish Customer Marketing objectives and ensure revenue goals are achieved in partnership with key stakeholders
  • Champion customer KPIs across the company including engagement, revenue expansion, ARPU, and revenue retention; rigorously drive internal prioritization decisions to maximize each
  • Establish and promote customer marketing best practices across customer campaigns and lead from the front in creating inspiring and personalized marketing materials that excite our customers, burnish our brand, and drive engagement, cross-sell, upsell and retention.
  • Champion a data-led approach to innovation supported by well-structured hypotheses and continuous optimization leveraging learnings across the company
  • Partner closely with Product, Data, Customer Care and other marketing leaders to integrate customer marketing programs into all customer touch points
  • Drive longitudinal customer lifecycle planning, and work with Research to develop qualitative understanding of pain points and potential magic moments in the customer life cycle
  • Develop and retain a highly talented Customer Marketing team with a passion to understand and delight our customers with great marketing experiences.

What you'll bring to the role:

  • 15+ years in omni-media Customer Marketing, including 5-7+ years as leader of the Customer Marketing function
  • Demonstrated
  • success delivering double-digit revenue growth with real-time personalization campaign strategy, planning and execution based on customer propensity models
  • Experience maximizing the value of installed CDP and proven success selecting and leveraging emerging marketing solutions to apply data effectively to marketing
  • Strategic thinker who can understand business complexities and develop an innovative and creative customer marketing plan that addresses these nuances.
  • Effective communicator who is comfortable presenting to a variety of audiences and stakeholders at various levels.
  • Exceptional leader and team player with proven ability to lead through influence and work effectively both independently and collaboratively within fast-paced, diverse cross-functional teams.
  • Dynamic and adaptable project manager with a strong ability to establish processes and drive project execution with minimal guidance amidst multiple priorities and goals.

What we'd love to see:

  • Experience in omni-media CRM with proven success onboarding, engaging and expanding customer relationships strongly preferred
  • Experience in real-time personalization campaign strategy, planning and execution based on customer propensity models

Why Shutterstock:

  • For the same reason your future co-workers enjoy working at the company!
  • You have a direct impact on the success of the company. Your team's work matters and is essential to the evolution of our core business
  • Executive leadership cares personally. They prioritize growth and planning your career path with your goals and passions in mind
  • Flexibility to work between home and office with everything you need to be successful in both.
  • Extensive benefits package including an amazing 401K match, fitness benefit and employee assistance program

#LI-VV1

Shutterstock Principles

We are one team collectively focused on creating an unrivaled experience for our Customers and Contributors. Our principles represent the mindset of the employee who will thrive at Shutterstock. If you are passionate about what you do, and want to become part of a cutting-edge technology company building industry leading products, please apply.

Job ID: Shutterstock-R0000464

Perks and Benefits

  • Professional Development
    • Access to Online Courses
    • Shadowing Opportunities
    • Mentor Program
    • Promote From Within
    • Tuition Reimbursement
  • Vacation and Time Off
    • Leave of Absence
    • Personal/Sick Days
    • Paid Holidays
    • Paid Vacation
    • Paid Family Leave
  • Office Life and Perks
    • Commuter Benefits Program
    • Remote Work Opportunities
    • Flexible Work Hours
    • Some Meals Provided
    • Snacks
    • Happy Hours
    • Casual Dress
    • Diversity, Equity, and Inclusion Program
  • Health and Wellness
    • Fitness Subsidies
    • Wellness Program
    • HSA With Employer Contribution
    • Long-Term Disability
    • Short-Term Disability
    • Life Insurance
    • Vision Insurance
    • Dental Insurance
    • Health Insurance
    • FSA
  • Financial and Retirement
    • Performance Bonus
    • Company Equity
    • 401(K) With Company Matching

Company Videos

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