About Returnly

At Returnly we help brands that care about shopper loyalty offer better product returns. We are a financial technology services company that builds award-winning products that drive repurchase behaviour and customer loyalty. We’re backed by smart money VCs in Fintech including some prominent members of the Paypal Mafia. Our headquarters are in San Francisco and we have offices in Chicago and Madrid. We are on a mission to de-risk online commerce and are building a team of amazingly talented people to help us do it.

About the Role

As Customer Marketing Manager, you’ll join the Marketing team to be our resident customer expert, fluent on individual stories, emerging trends and strategy to shape our approach to customer advocacy, advisory, and loyalty. Our ideal candidate is a person who thrives on building process and rigor with a heavy dose of creativity. If you want the opportunity to create the platform that shares the incredible stories of eCommerce entrepreneurs who succeed, this is the job for you.

Responsibilities

• Engage with customers to capture powerful stories about the impact of Returnly on their organizations.
• Bring these stories to life via written case studies, testimonials, fireside chats, videos and more.
• Develop best practices and thought leadership content (webinars, educational series, trend reports, best practices guides, drip campaigns etc.) in conjunction with the Data and Product Marketing team to drive adoption of, and satisfaction with, Returnly.
• Build and manage a Customer Advisory Board program, helping us entrench ourselves with our customers and leverage their insights to drive our strategic product direction and positioning. 
• Create a customer reference program connecting team members in sales, marketing, and product with the right customers and stories. Through your research and recommendations, you'll help source stories and reviews for marketing, references for sales, and research for product and senior executives.
• Lead and manage Net Promoter surveys to drive change throughout the organization. You'll provide quarterly reports on customer satisfaction trends and routinely on individual cases to Customer Success.
• Work across Growth and Success teams to run continued education campaigns and ensure success throughout the relationship lifecycle.
• As a customer advocate, you'll support and review the Customer Enablement teams education content to ensure it’s speaking to the customer.

Your Experience

• 5+ years of marketing experience at a B2B SaaS company. Experience in the e-commerce space.
• Proven track record of top notch content creation and measurable distribution metrics (eg: you know to create it AND get it in the hands of the audience)
• Excellent verbal and written communication skills; the ideal candidate finds it easy to communicate with team members at all levels of the organization and can extract key “nuggets” from customer stories to show business impact in a compelling way
• Comfort and experience collaborating with and presenting to a broad audience
• Strong project and program management skills; ability to work independently against tight deadlines in a dynamic, changing environment keeping a sharp eye on detail and accuracy
• The ultimate can-do attitude (growth mindset, willingness to learn every day, and player mindset)

Our Values

• Diversity - We are diverse, independent thinkers and still one team with one mission.
• Openness and empathy - We learn and grow by listening to our customers and each other.
• Integrity - We always do what’s right for our customers, Returnly and ourselves - in that order.
• Team - EQ is as important as IQ. We make time to help each other out.
• Commitment - We are curious and fearless. We own risk, outcomes and everything in between.

We'd really love to hear from you, but before applying please check the following... 

Read the values section above carefully and ask yourself if this is a good match for you personally. We want you to be an ambassador of these values! 

Do you have all the skills required for this role? Can you demonstrate them? Be realistic - we will only consider applications that demonstrate relevant skills and match these role requirements. 

Please make sure you have included a cover letter as part of your application. We want to learn from you and your achievements before we meet you in person!

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