Customer Marketing Programs Manager

Contentsquare; London; Hybrid; GBP 40,000 - 80,000; Full time

Job description

Contentsquare is the all-in-one experience intelligence platform designed to be easily used by anyone who cares about digital journeys. With our flexible and scalable platform, organizations quickly get a deep understanding of their customers’ whole online journey.

We are a global leader in the experience analytics space, with a growing presence across 15 offices worldwide. We’re here to stay—and we’re looking for team members who are excited to drive impact and help us scale even further.

Our aim is to create an inclusive workplace where everyone learns and succeeds. Contentsquare has built a community of individuals who are daring, understanding, and deliberate. We invite you to join us in making the complex simpler—for our customers, their customers, and each other.

About the job

As a Customer Marketing Program Manager at Contentsquare, you will be responsible for executing and optimizing customer engagement programs, with a strong focus on leveraging data to improve customer retention and advocacy. You will provide ideas and suggestions on how to tailor programs to engage a broader audience across diverse personas and align with Contentsquare’s multi-product offering.

This is a great opportunity if you're a Program Manager with a strong diplomatic bent, using your relationship skills to bring multiple stakeholders aligned both at a strategic and execution level.

Important: We have a hybrid remote policy, with the possibility to work from home maximum 2 days a week.

What you’ll do

• Manage and scale customer engagement programs (review generation, Champions Program, VoC/NPS initiatives) across different customer segments.
• Own performance tracking by monitoring key KPIs (NPS evolution, customer engagement with our programs, churn signals), ensuring data-driven program improvements.
• Leverage analytics tools (Gainsight, Salesforce...) to extract insights from customer feedback and translate them into actionable recommendations.
• Manage our external vendor relationships.
• Partner with cross-functional teams (Customer Experience, Product, Marketing, Sales, ISD) to align programs with business objectives and ensure seamless execution.
• Deliver compelling insights and reports to executive leadership on program performance, customer sentiment, and engagement trends.
• Champion our customers by managing advocacy programs, fostering ambassador relationships, and supporting customer storytelling opportunities.
• Support the adoption of our programs by our new users/customers.
• Provide a proactive communication for your counterparts, field & local teams to ensure the success and adoption of your programs.
• Run our Quarterly Champion initiatives at scale.

What success looks like in the first 6 months

• Map and optimize the Customer Marketing program ecosystem across all legacy brands (Contentsquare, Hotjar and Heap) with the support of your manager.
• Adapt initiatives to key customer segments to ensure relevance and impact.
• Implement the new brand identity across all programs, ensuring consistency and alignment.
• Outline Contentsquare’s Customer Journey, identifying its highs and lowlights and leveraging the Voice of Customer program with surveys to provide key business and organizational improvement recommendations.

What you’ll need to succeed

• Fluent English. French is a plus.
• 4+ years experience in program management, customer marketing, or customer success.
• Strong analytical skills, with experience in data visualization, KPI tracking, and program optimization.
• Proficiency in customer insights tools (Gainsight, Tableau, Looker, or equivalent).
• Excellent communication skills (written, verbal, presentation), with the ability to engage stakeholders at all levels.
• Strategic mindset with hands-on execution skills to drive programs forward.
• Curiosity and adaptability to thrive in a fast-paced, evolving environment.

Why you should join Contentsquare

We invest in our people through career development, mentorship, social events, philanthropic activities, and competitive benefits. We are always assessing the perks we offer to ensure we’re aligned with the employees' needs.

Here are a few we want to highlight:

- Virtual onboarding, Hackathon, and various opportunities to interact with your team and global colleagues both on and offsite each year

- Work flexibility: hybrid and remote work policies

- Generous paid time-off policy (every location is different)

- Immediate eligibility for birthing and non-birthing parental leave

- Wellbeing and Home Office allowances

- A Culture Crew in every country we’re based in to coordinate regular activities for employees to get to know each other and bond outside of work

- Every full-time employee receives stock options, allowing them to share in the company’s success

- We have multiple Employee Resource Groups, that offer a safe space for individuals who share common identities, life experiences, or allyship to connect, support one another, and passionately advocate for the issues close to their hearts

- And more benefits tailored to each country

Contentsquare is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.