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Customer Marketing Manager

Your Role at Bolt

Bolt’s mission is to democratize commerce by making online buying easy, trusted, and consistent for millions of happy shoppers. Read more about our mission in our manifesto. We believe that every retailer will need ecommerce to power their business in the future, and to do that effectively they need Bolt. 

As a customer-first marketer, you will work closely with Bolt’s go-to-market and customer success teams to identify and operationalize customer advocates and their stories through new and established programs. This is a highly collaborative function working across many teams on a variety of programs centered around our customers. 

In this role you’ll lead several initiatives at various stages of maturity. Developing a program for customer testimonials, success stories, and reviews is a core responsibility through a close partnership with the Customer Success team. You will collaborate with Partner Marketing and Digital Marketing for Bolt’s ThinkShop, virtual partner and customer roundtables, to build and expand the existing program with customers. You’ll create the vision for The Retail Coalition to build a broader retail advocate group that is active and engaged with Bolt. You’ll partner with the product team to help create Bolt’s customer advisory board and manage event logistics for customer workshops. To drive broader market awareness, you lead our co-marketing strategy to ensure we are supporting our retailers through promotion and engagement in the market after launching with Bolt. 

You’ll help define what customer marketing is at Bolt and shape the initiatives to drive the biggest impact. In this role, you’ll also build industry relationships and advocacy groups to both inform and engage with Bolt and Bolt’s customers.
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Responsibilities:

  • Work collaboratively with Bolt’s Customer Success team to grow our pool of referenceable customers for case studies, press, speaking opportunities, and participation in Bolt events
  • Build relationships with customers to share their positive experiences of Bolt with others and serve as the catalyst for new customer case studies 
  • Develop the strategy, planning and execution of Bolt’s customer involvement with ThinkShop, Bolt’s partner focused virtual roundtable
  • Define Bolt’s customer co-marketing strategy to ensure we are supporting our retailers through promotion and engagement in the market after launching with Bolt 
  • Create advocate and referral programs to help drive positive reviews on 3rd party sites like G2 Crowd and TrustPilot
  • Partner with the Customer Success team to drive early engagement with customers, awareness and store sales through Customer welcome kits
  • Be an active participant in bigger brand building initiatives with our customer advocates 
  • Contribute to our social strategy and ensure that it is aligned with Bolt’s brand and reflects the trends and attitudes of Bolt’s customers
  • Ensure Bolt’s brand is represented across our network of retailers reinforcing the value of partnering with Bolt 
  • Manage virtual sponsorships of industry events
  • Find opportunities in our existing social media channels, as well as exploring new channels to drive customer advocacy

Requirements:

  • 5+ years prior experience working in customer marketing, customer success or related function
  • Proven success in building customer advocacy programs
  • Direct experience developing and optimizing customer marketing campaigns and strategies
  • Experience with social media monitoring tools and platforms
  • Experience with strategy, development and execution of customer launch strategies
  • Understanding of marketing program management tools, processes, and reporting
  • Thrive in a fast-paced, high volume environment
  • Ability to collaborate well with diverse partners, influence without direct authority, and build strong relationships across teams
  • Demonstrated success working cross-functionally with departments 
  • Solid analytical skills and experience using data to drive actionable insights and decision-making
  • Ability to collaborate well with Bolt’s partners, influence without direct authority, and build strong relationships across teams
  • Strong verbal and written communication skills to effectively communicate complex program, processes, recommendations, and data to audiences across functions, teams, and organizational levels

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