Customer Marketing Manager

Job Purpose

The purpose of this role is to develop and implement set of In-store Offtake programs as well as painter engagement programs to drive painter offtake from stores, in line with the strategic framework of the BU.

It involves working closely with the area sales teams and within the marketing team to develop the right offtake plans, share market insights to ensure delivery of the SMART KPI’s. 

Key Accountabilities

Customer Engagement & Retention
• Develop and implement strategies to increase engagement, loyalty, and reduce churn through programs like loyalty, referrals, and customer satisfaction.
• Analyze feedback to inform marketing actions.

Customer Advocacy & Loyalty
• Manage advocacy efforts through testimonials, success stories, and advisory boards.
• Design and roll out loyalty programs to boost repeat purchases.

Painter Engagement Program
• Lead rollout of the Heart-Mind-Pocket (HMP)-based engagement program.
• Track performance via SMART KPIs and dashboards.
• Monitor competitor activity and adapt accordingly.

In-store Merchandising
• Deploy merchandising models tailored to shopper needs and store types.
• Collaborate with sales and marketing for store activations and performance tracking.

Shop Assistant/Product Consultant Program
• Implement program to drive in-store sales, premium conversion, and shopper assistance.
• Ensure training, performance tracking, and alignment with brand/channel plans.

Category Management
• Deploy regional Category Management strategy for large stores.
• Train teams and develop customer promotion plans linked to category drivers.

Servicing Small & Medium Projects
• Support painter teams in delivering projects, guided by a structured GTM model.
• Use SMART KPIs, CRM tools, and dashboards for performance management.

Painter Offtake Growth
• Run engagement programs to drive sales from painters (SSOs & LSOs).
• Monitor offtake, product mix, and QR code-based loyalty initiatives.

People & Capability Development
• Train Painter Key Account teams on sales, technical skills, costing, and CRM tools.
• Track team performance and foster productivity.

Channel & Shopper Understanding
• Understand channel segmentation, shopper behavior, and the strategic role of POST.
• Gather competitive intelligence and drive differentiation.

POST Execution & Tinting Operations
• Execute POST strategy: machine maintenance, software updates, branding, training, and transitions.
• Manage depot tinting at warehouses and professional depots.
• Monitor KPIs (e.g., machine uptime, cost) and coordinate with R&D and external vendors.

Performance Management
• Set and review performance targets for teams.
• Drive continuous improvement and support staff development.

Asset, Stewardship & Sustainability
• Ensure legal and financial compliance in managing POST assets.
• Maintain documentation, safety compliance (HSES), and promote sustainable practices.

Experience

• Bachelor’s degree in Marketing, Business, Communications, or related field.
• 3-5 years of experience in customer marketing, lifecycle marketing, or a related role.
• Strong understanding of customer journey mapping and customer segmentation.
• Experience with marketing automation platforms (e.g., HubSpot, Marketo, Salesforce) and CRM systems.
• Excellent communication, interpersonal, and project management skills.
• Analytical mindset with the ability to interpret data and derive actionable insights.
• Proven track record of driving customer engagement and loyalty through innovative marketing strategies.

Preferred Skills:
• Experience in B2B marketing or SaaS industry.
• Familiarity with customer feedback tools and survey platforms (e.g., SurveyMonkey, NPS tools).
• Proficiency with data analysis tools like Google Analytics, Excel, or Tableau.