Customer Experience Marketing Specialist

Responsibilities

• Design and execute multi-stage lifecycle journeys including onboarding, activation, feature adoption, renewal, and expansion.
• Develop segmented engagement strategies based on member type, maturity, and behavioral data.
• Partner cross-functionally with Marketing, Product, Sales, and Customer Success to align lifecycle programs with adoption, retention, and revenue goals.
• Create campaign briefs, workflow documentation, and journey logic to support scalable execution.
• Analyze engagement, usage, and retention data to identify friction points, risks, and growth opportunities.
• Conduct member interviews and incorporate voice-of-the-customer insights into journey and messaging optimization.
• Continuously test and optimize messaging, timing, and channel mix (email, in-platform messaging, webinars, SMS, etc.).
• Support initiatives that increase feature utilization, reinforce member value, and drive renewal readiness.
• Collaborate on cross-sell and upsell lifecycle initiatives tied to expansion outcomes.
• Measure, monitor, and report lifecycle KPIs including activation, engagement lift, churn reduction, and expansion impact.
• Prepare dashboards and executive-ready summaries while identifying opportunities to automate and scale lifecycle communications.

Qualifications

• Bachelor’s degree in Marketing, Business, Communications, or a related field.
• 5+ years of B2B digital marketing experience with direct ownership of onboarding, engagement, or retention programs.
• Experience working in subscription, SaaS, or platform-based environments.
• Strong understanding of customer journey mapping and lifecycle segmentation.
• Demonstrated ability to use quantitative and qualitative data to inform strategy and optimize performance.
• Working knowledge of marketing automation platforms (HubSpot preferred; certification a plus).
• Experience with CRM systems (Microsoft Dynamics 365 preferred).
• Familiarity with project management tools (MS Planner, Jira, or similar).
• Comfort analyzing engagement and product usage data.
• Familiarity with user engagement tools such as Appcues, LogRocket, Heap, or similar.
• Strong organizational, communication, and cross-functional collaboration skills.

Preferred Skills

• Experience in the promotional products industry or related B2B industries.
• Experience partnering closely with Product, Sales, and Customer Success teams.
• Familiarity with lifecycle automation, member health scoring, and retention analytics.

Pay

The salary range for this position is $80,000 – $90,000. Individual pay within the range will be based on role-related experience, education, skills, and qualifications.

Schedule

This position requires in-person attendance at our office on Tuesdays and Wednesdays.

Benefits

ASI offers full-time employees a comprehensive benefits package including medical, dental, and vision coverage, available on day one of employment. Paid maternity and paternity/bonding leave (12 weeks paid for birthing/primary parent and 4 weeks paid for secondary parent) and a parent support group. Twelve weeks of paid daycare for new parents (14 weeks at our onsite daycare center). Free health and wellness programs. Free 24/7 access to Magellan Employee Assistance Program and Teladoc. Day one 401(k) with company match. Paid holidays, floating days, and paid time off (PTO). Office amenities with onsite café, Starbucks, 24/7 free gym access and classes, onsite daycare, EV charging stations, creative spaces such as our community garden club, music room, art room, and relaxation space.