About the Business
At ICIS, our mission is to optimize the world’s resources. We help companies make strategic, sustainable decisions by bringing transparency to markets across the world. We create a comprehensive view of commodities markets, providing companies with the data and intelligence to successfully navigate across global value chains every day. Our customers benefit from instant access to price assessments, reports and forecasts, a dedicated news channel and supply and demand data. You can learn more about ICIS at the link at:
https://www.icis.com/explore
.
About our Team
Our marketing team is a strategic engine for driving business growth and transformation. We align closely with sales, customer-facing teams, strategy, and product/UX to ensure seamless collaboration and impactful outcomes. Focused on delivering measurable results, we lead initiatives that accelerate marketing innovation and enable the organisation to adapt to changing market dynamics. With a clear commitment to business excellence, our work drives strategic change, strengthens customer engagement, and positions the company for sustained success.
About the Role
As our Customer Experience Marketing Manager, you will take a customer-first approach to design and execute marketing strategies that enhance the overall customer journey, drive engagement, and foster growth. This role focuses on improving customer satisfaction, retention, and lifetime value by creating seamless, personalized experiences across multiple channels, leveraging data-driven insights, and identifying opportunities for cross-sell and upsell. You will work closely with Sales, Customer Success, Product and Strategy teams to align marketing initiatives with business goals and customer preferences.

Responsibilities

• Multi-Channel Engagement: Develop and execute integrated marketing strategies to engage customers across various channels, including social media, in-product messaging, events, and personalized web experiences, with an eye to reducing reliance on email.
• Customer Journey Mapping: Create detailed customer journey maps to understand key touchpoints, pain points, and engagement opportunities across all communication channels. Enhance onboarding experiences across all relevant channels to ensure customers quickly realize the value of our products and stay engaged.
• Cross-Sell and Upsell Campaigns: Identify and execute targeted, multi-channel campaigns that highlight relevant product features and drive additional revenue from existing customers.
• Content Marketing: Oversee the creation of content tailored to specific channels, such as video, podcasts, webinars and events. utilise customer personas to deliver content that replays customer business drivers and success.
• Collaboration with Internal Teams: Work closely with Sales, Customer Success, and Product teams to align multi-channel marketing initiatives with customer needs and organizational goals.
• Technology and Tools: Utilise CRM, Marketing Automation and wide range of analytics tools to monitor and report on customer engagement and impact on growth.
• Data Driven Decisions and Performance Metrics: Define and monitor KPIs such as retention rates, Net Promoter Scores (NPS), customer lifetime value (CLV), and engagement metrics across all channels.
• Market Trends and Innovation: Stay updated on industry trends, emerging technology, and best practices to ensure a dynamic and effective customer engagement strategy.

Requirements

• Proven experience in customer growth, lifecycle marketing, or customer experience roles, with a focus on multi-channel engagement and retention.
• Experience in using analytics tools to understand channel impact and specific commercial outcomes including Cross Sell, Upsell, retention and customer lifetime value.
• Demonstrable experience in of channel and creative innovation, utilising the latest customer behavioural and analytics tools to understand cross channel engagement and impact on growth.
• Exceptional communication and collaboration skills to influence internal teams and engage customers effectively.
• Knowledge of key metrics such as CLV, NPS, engagement rates, and campaign ROI.
• Familiarity with digital marketing, social media platforms and in-product engagement tools.
• Bachelors degree in Marketing, Business, Communication or a related field. A masters degree or equivalent experience is a plus.

Learn more about the LexisNexis Risk team and how we work

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At LexisNexis Risk Solutions, having diverse employees with different perspectives is key to creating innovative new products for our global customers. We have 30 diversity employee networks globally and prioritize inclusive leadership and equitable processes as part of our culture. Our aim is for every employee to be the best version of themselves. We would actively welcome applications from candidates of diverse backgrounds and underrepresented groups.
We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form:
https://forms.office.com/r/eVgFxjLmAK
.
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• Multi-Channel Engagement: Develop and execute integrated marketing strategies to engage customers across various channels, including social media, in-product messaging, events, and personalized web experiences, with an eye to reducing reliance on email.
• Customer Journey Mapping: Create detailed customer journey maps to understand key touchpoints, pain points, and engagement opportunities across all communication channels. Enhance onboarding experiences across all relevant channels to ensure customers quickly realize the value of our products and stay engaged.
• Cross-Sell and Upsell Campaigns: Identify and execute targeted, multi-channel campaigns that highlight relevant product features and drive additional revenue from existing customers.
• Content Marketing: Oversee the creation of content tailored to specific channels, such as video, podcasts, webinars and events. utilise customer personas to deliver content that replays customer business drivers and success.
• Collaboration with Internal Teams: Work closely with Sales, Customer Success, and Product teams to align multi-channel marketing initiatives with customer needs and organizational goals.
• Technology and Tools: Utilise CRM, Marketing Automation and wide range of analytics tools to monitor and report on customer engagement and impact on growth.
• Data Driven Decisions and Performance Metrics: Define and monitor KPIs such as retention rates, Net Promoter Scores (NPS), customer lifetime value (CLV), and engagement metrics across all channels.
• Market Trends and Innovation: Stay updated on industry trends, emerging technology, and best practices to ensure a dynamic and effective customer engagement strategy