Job Description
At arenaflex, we're dedicated to providing innovative solutions that connect families with expert advisors for senior care. As a leading online resource, we're committed to delivering a best-in-class customer experience. We're seeking an experienced Customer Marketing Analyst to join our Marketing team, focusing on customer journey mapping, performance monitoring, and customer experience audits. If you're passionate about driving customer engagement and experience, we want to hear from you. **About arenaflex** arenaflex 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, arenaflex 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, arenaflex employees are deeply committed to the company mission to enable caregivers to make the best senior care decisions. arenaflex 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 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 arenaflex 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 arenaflex 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 the use of automation and technology tools + Review, research, and action escalations from sales teams and community customers, including listening to calls and reviewing CRM and internal systems + Provide coaching opportunities and direction to sales leaders and team members **Qualifications** * **Required Skills and Competencies** + Highly organized, with the ability to manage a high volume of operational, analytical, and administrative tasks + Demonstrated success in root cause analysis and process improvement + Excellent judgment with the 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, and 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 **What We Offer** * **Compensation** + Base Salary: $70k - $80k base + Bonus: 10% Management Bonus + Benefits: - 401(k) plus match - Dental insurance - Health insurance - Vision Insurance - Paid Time Off * **Career Growth Opportunities** + arenaflex is committed to providing opportunities for growth and development, including training, mentorship, and career advancement * **Work Environment** + arenaflex is a remote-friendly company, offering a flexible and dynamic work environment + Collaborate with a talented team of professionals who share your passion for delivering exceptional customer experiences * **Learning Benefits** + arenaflex invests in the professional development of its employees, offering training, workshops, and conferences to enhance your skills and knowledge **How to Apply** If you're a motivated and detail-oriented individual with a passion for customer marketing, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. We can't wait to hear from you! Apply Now Apply for this job