Global Head of Customer Marketing (m/f/x)

commercetools - we are:

• The competitive sort: We didn’t become the fastest growing, highest ever valued SaaS software company in digital commerce with nearly 100% year-over-year growth by sitting on the sidelines.
• Inspired: Continually exploring what’s possible — the innovators of headless commerce, the visionaries behind MACH — our patented tech has radically disrupted the world of enterprise ecommerce software - and we are just getting started. 
• Valued: Smart, strong, passionate individuals hailing from over 50 countries across the globe, speaking over 43 languages, and collectively embracing diversity, encouraging inclusion, and fostering a culture of caring.
• Driven: We push the limits, technology, and ourselves to retain the trust of some of the world’s leading and fastest growing brands every single day.

The Opportunity:

Join our international Product & Customer Marketing team and take an active role in shaping the future of many of the largest online retailers and world-known global brands in regards to their digital commerce offering. We’re looking for a global head of customer marketing to accelerate the growth of commercetools SaaS technology. You’ll work cross-functionally to define our target segments and product messaging. You’ll also partner with Sales and Customer Success on campaigns and programs to grow awareness, adoption, and retention of our products, including responsibility for monitoring and leading our overall user funnel.

Your Mission:

Build up the commercetools customer marketing function. Own the strategy and execution of global customer marketing program, delivering social proof of commerctoools position as visionary market leader, via all go to market channels, including sales, partner, customer success and marketing, to drive a measurable impact upon pipeline generation.

Responsibilities

• In partnership with the marketing and customer success teams, establish a market leading customer marketing strategy, and develop an engagement and reference program from scratch, including inception, vision, execution, and operations. 
• Create a comprehensive library of strategic customer content, by use case and vertical. Manage and keep that library up to date on a selected platform, which then becomes the single source of truth for customer information for the business as a whole and enables more proactive planning year-round with priority customers.
• Build and scale a high-performing customer marketing team that interacts closely with the customer success department developing compelling customer content (e.g., promo video’s, podcasts, hackathons, speaking events, PR, customer references, testimonials, case studies and analyst feedback) that inspires, sells, and converts.
• Use deep industry, technical and market knowledge to understand exactly what each customer has delivered through commercetools; then identify which part of every project story has the most editorial value, going above and beyond the basics, drilling down on the details to give creative content produces the best brief/coaching and the teams who will utilise that content, the best chance of driving interest/clicks 
• Be the chief customer storyteller both internally and externally, by actively supporting external speaking opportunities, events, and panels.
• Identifying priority customers with strong stories that fit within global campaign priorities, then recruit a roster of senior customer evangelists, build a community around them, and empower them to tell their transformational stories. 
• Acknowledge that customer marketing relationships need to be based on continued mutual reciprocity and not based on ad hoc one-sided requests. 
• Discover the unique motivational drivers for our customers, the currency of collaboration and frame our required support around these drivers, e.g., recruitment branding/sourcing, pride/external recognition of success, altruistic support for industry peers, career progression, personal brand, connection with like-minded networks, etc, etc.
• Enable and coach customer advocates to communicate the brand value of participation in customer marketing programs to their business stakeholders, to help overcome and update legal limitations within existing contracts for marketing/PR activities. 
• Pick a market to devise then iteratively, test, measure and learn what works as a flagship “community program” (e.g. dinners, digital platforms, events, awards, round tables, etc) for niche, relatively small community of senior leaders, then scale globally once proven.
• Map out each key customers life cycle, from signature, mile stone deliveries, go-live and beyond and then communicate that life cycle to the business and build campaign strategy that is orchestrated around these key moments of truth/advocacy
• Empower our sales executives and BDRs with anecdotal customer stories they can tell during sales engagements, stories that go beyond KPI’s and feel like off the record insight from an “in-group” of the most innovative companies in the world.
• Manage the customer marketing budget and look for innovative co-funded collaboration opportunities with customers and partners to maximise the ROI of every euro spent.

Team Values:

• Positivity. Negativity is the enemy of progress.
• Trust & Transparency. Promote direct and continuous feedback.
• Learning. Be proud if you’ve failed at something. Think big, start small, learn fast!

We care about your Growth and Well-being

☀️ Remote Work: Up to 60 days/year from a country different from your base country  

💻 Open Learning & Development Budget

📚 ct Academy: Regular internal training sessions

🙌 Our Benefits: Check them out here

⌚️ Flexibility: Morning person or night owl? We believe in outcome and motivated employees

🚀 Mindset & Growth: A diverse workspace with an open, international culture & learning environment

Are you ready? Come grow with us!

We are all different and that is what makes us stronger! We hire great people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes our company better.

commercetools celebrates being a diverse environment and is proud to be an equal opportunities employer. If your professional profile aligns with our specific hiring requirements and company culture, then we encourage you to apply. We will assess your competencies, future potential, approach to learning and self-development and passion, and not your age, color, national origin, religion, gender, gender identity or expression, sexual orientation, familial status, genetics, or disability.