Marketing and Customer Experience Manager

at  Big Erics

Position: Marketing and Customer Experience Manager
Reports To: President
Location: Dartmouth, Nova Scotia or St. John’s, Newfoundland & Labrador

POSITION OVERVIEW

The Marketing and Customer Experience Manager will be a dynamic leader responsible for independently managing all aspects of marketing and customer experience for the company. This individual will be instrumental in enhancing brand visibility, driving customer engagement, and ensuring a seamless, high-quality experience across all customer touchpoints. This is a hands-on managerial role requiring a self-starter with extensive expertise and the ability to work autonomously in a fast-paced, multi-faceted environment.

CUSTOMER EXPERIENCE STRATEGY

• Develop and lead customer experience initiatives that improve satisfaction, retention, and loyalty, fostering long-term relationships with clients.
• Conduct and oversee comprehensive customer journey mapping to identify and address pain points, creating a seamless and elevated experience across all interactions.
• Build and maintain robust customer feedback loops, leveraging insights to drive continuous improvement in products and services.
• Monitor and report on key performance indicators such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and retention metrics.

REQUIRED QUALIFICATIONS

• Bachelor’s degree or accredited college diploma in Marketing, Business, or a related field. A Master’s degree or equivalent professional experience is preferred.
• 3+ years of progressive marketing experience, with a proven track record in a managerial or leadership capacity.
• Demonstrated expertise in both marketing strategy and customer experience management, with the ability to operate effectively as a one-person department.
• Advanced proficiency in digital marketing platforms, tools, and analytics (e.g., Google Analytics, HubSpot, SEM tools).
• Experience in customer journey mapping, feedback management, and driving customer-centric initiatives.
• Exceptional communication, interpersonal, and presentation skills, with the ability to influence stakeholders at all levels.
• Strong project management skills with a proven ability to manage multiple priorities independently and efficiently.

PREFERRED QUALIFICATIONS

• Extensive experience in B2B marketing within retail or distribution industries.
• Familiarity with multi-location business environments.
• Proven ability to manage e-commerce platforms and optimize digital customer experiences.
• Thrives in a fast-paced, entrepreneurial environment and demonstrates an innate ability to adapt to changing priorities.