Experienced Customer Marketing Analyst – Remote Opportunity to Drive Customer Experience and Growth

At arenaflex, we're passionate about connecting families with expert advisors to find the right senior care solutions. As a leading online resource, we're committed to delivering a best-in-class customer experience through innovative marketing strategies and exceptional customer service. We're seeking an experienced Customer Marketing Analyst to join our Marketing team and drive customer experience and growth.

About arenaflex

arenaflex is the leading online resource connecting families searching for senior care with a team of expert advisors providing insight-driven, personalized solutions. As the nation's largest senior care advisory service, arenaflex helps hundreds of thousands of families every year navigate the complexities of finding the right senior care solution for their loved ones across home care, independent living, memory care, assisted living, and more. Established in 2000 as a family business, arenaflex employees are deeply committed to the company mission to enable caregivers to make the best senior care decisions. arenaflex fosters, cultivates, and preserves a culture of diversity, equity, and inclusion.

Our Company Values

Our employees live the company values every day:

• Mission Over Me: We find purpose in helping caregivers and their senior loved ones while approaching our work with empathy.
• Do Hard Things: We are energized by solving challenging problems and see it as an opportunity to grow.
• Drive Outcomes as a Team: We each own the outcome but can only achieve it as a team.
• Win The Right Way: We see organizational integrity as the foundation for how we operate.
• Embrace Change: We innovate and constantly evolve.

Job Description

The Customer Marketing Analyst will be an integral member of the Marketing team focused on delivering a best-in-class customer experience. The Analyst will work across B2C marketing channels (Email, SMS, and Phone) to ensure families remain engaged with their advisor and a wealth of resources as they search for the right senior care solution for their loved ones. Additionally, the Analyst will drive B2B marketing programs directly with senior living community customers.

Key Responsibilities

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Customer Journey

+ Orchestrate best-in-class follow-up experiences for families working with arenaflex via customer marketing channels (Email, SMS, and Phone) + Build and maintain the latest mapping of the customer journey and ensure all campaigns and messaging work in support of our customers

Performance Monitoring

+ Oversee daily customer marketing metrics (delivery, open, click-through, response, and opt-out rates) across programs and channels (Email, SMS, and Phone) + Proactively identify trends, address outliers, and own recommendations for customer experience improvements

Reporting

+ Build and distribute timely and accurate reporting for customer marketing programs + Gather and analyze reporting inputs, including call listening and marketing/sales data

Customer Experience Audits

+ Regularly review and own updates to arenaflex customer journeys + Document and share insights and recommendations + Listen to sales phone calls daily and publish results into trackers, structured data, and actionable reports

Operations Support

+ Own process documentation and continuous process improvement through the use of automation and technology tools + Review, research, and action escalations from sales teams and community customers, including listening to calls and reviewing CRM and internal systems + Provide coaching opportunities and direction to sales leaders and team members

Qualifications

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Required Skills and Competencies

+ Highly organized, with the ability to manage a high volume of operational, analytical, and administrative tasks + Demonstrated success in root cause analysis and process improvement + Excellent judgment with the ability to make independent decisions in line with company mission and values + Experience building reports and working with software tools, including Excel, Tableau, Google Suite, and Gong (Call Listening), a plus

Education

+ Bachelor's degree + 1-2 years of experience in a marketing or operations function, a plus

What We Offer

* Competitive Salary: $70k - $80k base

• Bonus: 10% Management Bonus

Benefits

+ 401(k) plus match + Dental insurance + Health insurance + Vision Insurance + Paid Time Off

Why Join arenaflex?

* Low-Stress Role: This is a low-stress role with great rewards. If you're reliable and willing to learn, we want you.

• Easy Start: We offer an easy start with a comprehensive onboarding process to ensure your success.
• Growth Opportunities: arenaflex fosters a culture of growth and development, providing opportunities for professional growth and advancement.

How to Apply

If you're passionate about delivering exceptional customer experiences and driving growth, we want to hear from you. Apply now to join our team and become an integral part of arenaflex's mission to enable caregivers to make the best senior care decisions. Apply to this job Apply for this job