Manager, Marketing

The Marketing Manager is responsible for strategic planning and execution of Amherst’s overall brand reputation program across external digital platforms and among internal audiences. This role will work closely with leaders across marketing and customer experience to help develop Voice of the Customer initiatives, create content for multiple audiences, and leverage data to gather insights for stakeholder engagement. 

Responsibilities: 

• Online reputation management: develop and execute program strategy, own business relationships with digital reputation technology partners, oversee review aggregation and response initiatives, contribute to Voice of the Customer outputs, manage social media customer care 

• Data and insights: collect and analyze reputation data for strategic insights, partner with internal stakeholders to incorporate reputation and VoE (Voice of Employee) feedback into initiatives to improve brand reputation and customer satisfaction 

• Content development: leveraging brand messaging and stakeholder insights to develop content for various audiences 

• Surveys and A/B testing: Collaborate with internal partners to implement A/B testing on our digital channels, support implementation of survey strategy to collect feedback through customer journeys 

• Seeking out improvements: leverage best practices in feedback design and technology, partner with our business leaders and product team to implement new processes or technologies 

• Content development: the ability to build presentations and collateral to support the Marketing team, specifically owning those materials for Brand reputation, Voice of the Customer, and Voice of the Employee initiatives 

• A high degree of initiative and the ability to manage multiple tasks, work under pressure, and meet deadlines as required 

• All other duties as assigned 

Experience: 

• Bachelor’s degree in Business, Marketing, or similar field is required 

• 3-5 years’ experience working in marketing, content management, brand reputation, or customer experience 

• Customer obsessed mindset with a track record of advocating on behalf of customers 

• 2-3 years experience in a leadership position 

• Strong writing and project management skills 

• High aptitude for using technology and working with review aggregators, survey tools, VoC platforms, and CRMs like Salesforce 

• Highly flexible and able to work in a cross-functional, fast-paced office environment 

• Ability to balance multiple priorities and complete tasks on time