Senior Customer Marketing Manager

Location: London
Department: Marketing

Who we are…

YOOBIC is an AI-powered frontline employee experience platform. Our mobile app gives business leaders and frontline teams the performance tools they need to communicate, learn, and work—all in one place. With streamlined communications, mobile learning, and digitized task management, YOOBIC drives operational excellence while drastically improving the frontline employee working experience. 350+ companies around the world including MattressFirm, Michaels, GameStop, Lacoste, Lidl, Boots, Peloton, Pret, Puma, and Vans trust YOOBIC to improve operational consistency and agility, get real-time visibility into multi-location business execution, and improve customer experience. To learn more about YOOBIC, visit www.yoobic.com or follow us on LinkedIn.

The mission:

YOOBIC has a fantastic global customer base, strong relationships and real momentum across customer advocacy, engagement and community.

We’re not looking for someone to build customer marketing from scratch. We’re looking for someone who can see the opportunity in what already exists, connect the dots and take it further—bringing greater structure, consistency and scale to our programmes while keeping the customer relationships at their heart.

You’ll help more YOOBIC customers share their successes, learn from one another and play an active role in shaping our future. In doing so, you’ll strengthen engagement and retention, support expansion opportunities and turn more of our happy customers into advocates, storytellers, speakers and strategic partners.

The role:

This is a high-impact role for a passionate customer marketer who can lead, build and deliver.

You’ll inherit genuine customer enthusiasm, compelling success stories, successful initiatives and strong internal support. Your job is to turn those ingredients into a connected, repeatable and measurable customer marketing programme that can scale.

You’ll set the direction and create the structure, but you’ll also roll up your sleeves and make things happen. We’re looking for someone who takes ownership, brings energy to every customer interaction and is just as comfortable shaping a strategy as they are developing a customer story, or taking the stage at a customer event.

Working closely with Customer Success, Account Management, Sales, Product and the wider Marketing team, you will:

• Own and scale customer advocacy. Grow YOOBIC’s advocacy and reference programme, expanding our network of customer champions, speakers, references and storytellers while making participation valuable and rewarding for customers. Bring structure and rigor to the programme and scale it to the next level.

• Turn customer success into powerful stories. Develop compelling customer content that brings measurable outcomes to life, showcases the impact YOOBIC has on retail businesses and frontline teams, and supports campaigns, sales conversations and external opportunities.

• Create a connected customer journey and community. Bring existing touchpoints and initiatives together into a more consistent lifecycle programme that strengthens relationships and supports engagement, retention, upsell and cross-sell opportunities. Take ownership of YOOBIC’s customer community events.

• Give customers a bigger voice. Help to build our Customer Advisory Board, Voice of Customer programme, customer community and speaker programme—creating meaningful ways for customers to connect, contribute, share expertise and help shape YOOBIC’s future.

• Build the structure that helps great programmes scale. Establish clear processes, segmentation, communications, playbooks and ways of working that make customer marketing easier to activate across teams, regions and customer groups.

• Own the outcomes. Define how success is measured, track the contribution of customer marketing to advocacy, engagement, retention, expansion and pipeline, and use those insights to focus investment on the programmes with the greatest potential.

You bring:

• Proven experience in customer marketing, customer advocacy or customer success within a software or SaaS company, ideally working with enterprise customers.

• A genuine passion for customers and the energy, credibility and confidence to be a visible face of YOOBIC with our customer community.

• A leader-and-builder mindset. You can set a clear vision, bring people with you and then turn that vision into programmes, processes and results.

• A strong sense of ownership and a bias for action. You spot opportunities, move work forward and follow through on the details needed to deliver something exceptional.

• Experience turning successful but distributed customer initiatives into structured, scalable and measurable programmes.

• Strong commercial instincts and demonstrated success supporting customer advocacy, retention, upsell and cross-sell initiatives.

• A clear understanding of complex customer accounts, along with the judgement to tailor your approach to different relationships, priorities and stages of the customer lifecycle.

• Exceptional communication and relationship-building skills. You know how to earn trust, uncover a great story and make customers feel recognised, supported and excited to participate.

• The ability to work across Customer Success, Account Management, Sales, Product and Marketing, creating shared momentum without adding unnecessary complexity.

• Strong organisational and programme-management skills, with experience developing customer stories, managing speakers and delivering high-quality campaigns, events or community experiences.

What we offer...

UK:

• 33 days annual leave (including bank holidays)

• Scottish Widow Pension scheme

• Vitality medical coverage - Including primary care, hospital care and additional mental health coverage

• Simplyhealth cash plan (includes dental and vision coverage)

• Healthy Mind EAP

• Short Term and Long Term disability coverage

• Life Assurance

• Critical Illness coverage

• Enhanced parental leave

• Team events including weekly breakfast, gourmet lunches and lots of social events

• Weekly free online HIIT sessions + gym discounts

• Regular training and coaching to make you even better in your role