Customer Marketing Analyst

Company Description

About A Place for Mom...

A Place for Mom is the leading online resource connecting families searching for senior care with a team of expert advisors providing insight-driven, personalized solutions. As the nation’s largest senior care advisory service, A Place for Mom helps hundreds of thousands of families every year navigate the complexities of finding the right senior care solution for their loved ones across home care, independent living, memory care, assisted living, and more. Established in 2000 as a family business, A Place for Mom employees are deeply committed to the company mission to enable caregivers to make the best senior care decisions. A Place for Mom fosters, cultivates, and preserves a culture of diversity, equity, and inclusion.

Our employees live the company 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 are 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

The Customer Marketing Analyst will be an integral member of the Marketing team focused on the company mission and delivering a best in class customer experience. The Analyst will 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, the Analyst will drive B2B marketing programs directly with senior living community customers.

Reporting to the Manager, Customer Marketing Analytics the Analyst will be the point person for the customer journey and will be responsible for performance monitoring, reporting, customer experience audits and operations.

Key Responsibilities
• Customer Journey
• Orchestrate best in class follow-up experiences for families working with A Place for Mom 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 A Place for Mom 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 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 ability to manage a high volume of operational, analytical and administrative tasks
• Demonstrated success in root cause analysis and process improvement
• Excellent judgement with 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, 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

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Compensation:
• Base Salary: $70k - $80k base
• Bonus: 10% Management Bonus
• Benefits:
• 401(k) plus match
• Dental insurance
• Health insurance
• Vision Insurance
• Paid Time Off

Additional Information

All your information will be kept confidential according to EEO guidelines.

A Place for Mom uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify

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