Director, Customer Marketing

TriNet is a leading provider of comprehensive human resources solutions for small to midsize businesses (SMBs). We enhance business productivity by enabling our clients to outsource their HR function to one strategic partner and allowing them to focus on operating and growing their core businesses. Our full-service HR solutions include features such as payroll processing, human capital consulting, employment law compliance and employee benefits, including health insurance, retirement plans and workers’ compensation insurance. TriNet has a nationwide presence and an experienced executive team. Our stock is publicly traded on the NYSE under the ticker symbol TNET. If you’re passionate about innovation and making an impact on the large SMB market, come join us as we power our clients’ business success with extraordinary HR. Don't meet every single requirement? Studies have shown that many potential applicants discourage themselves from applying to jobs unless they meet every single requirement. TriNet always strives to hire the most qualified candidate for a particular role, ensuring we deliver outstanding results for our small and medium-size customers. So, if you're excited about this role but your past experience doesn't align perfectly with every single qualification in the job description, nobody’s perfect – and we encourage you to apply. You may just be the right candidate for this or other roles. A Brief Overview We are seeking a strategic and results-oriented Director of Customer Marketing to lead our dynamic customer marketing team. As the Director, you will be responsible for developing and executing customer-centric marketing strategies and initiatives that drive customer loyalty, retention, and advocacy. You will develop and lead a referral program for the organization. You will lead a team of customer marketing professionals, leveraging data-driven insights and innovative approaches to optimize the customer experience and maximize customer lifetime value. What you will do * Customer Marketing Strategy: Develop and implement a comprehensive customer marketing strategy that aligns with our company's goals and objectives. Define and execute programs and initiatives to drive customer engagement, retention, and advocacy throughout the customer lifecycle. * Team Leadership: Manage and inspire a team of customer marketing professionals, including customer success managers, retention specialists, and loyalty program managers. Foster a collaborative and high-performing team culture, promoting professional growth and a strong focus on customer success. * Customer Segmentation and Insights: Utilize data and customer insights to segment our customer base and develop targeted marketing strategies and personalized experiences. Leverage customer feedback, surveys, and analytics to drive continuous improvement and optimize customer satisfaction. * Customer Journey Optimization: Analyze the customer journey and identify opportunities to enhance touchpoints, streamline processes, and drive customer loyalty. Collaborate with cross-functional teams, including sales, product, and customer support, to ensure a seamless and consistent customer experience. * Referral programs and processing: Develop and manage a comprehensive referral strategy that drives high‑quality lead acquisition through customer, partner, and broker referral channels. * Retention and Loyalty Programs: Develop and execute retention and loyalty programs, such as customer loyalty programs, referral programs, and VIP customer initiatives. Implement strategies to increase customer lifetime value, reduce churn, and drive customer advocacy. * Customer Communications: Oversee customer communications and develop targeted messaging and content across various channels, including email, social media, and in-app messaging. Ensure messaging aligns with the brand voice and resonates with different customer segments. * Customer Success Collaboration: Collaborate closely with the customer success team to align customer marketing efforts with customer onboarding, adoption, and renewal processes. Develop strategies to proactively engage customers, address their needs, and drive long-term success. * Performance Measurement: Define key performance indicators (KPIs) and metrics to assess the effectiveness and impact of customer marketing initiatives. Regularly analyze data, generate reports, and provide actionable insights to drive continuous improvement and optimize ROI. * Performs other duties as assigned * Complies with all policies and standards Education Qualifications * Bachelor's Degree or equivalent experience, advanced degree preferred preferred Experience Qualifications * Typically 10+ years experience in customer marketing, retention marketing, or related roles, with a proven track record of driving customer success and loyalty. Experience leading and managing a team is essential. Skills and Abilities * Customer-Centric Mindset: Deep understanding of customer behavior, needs, and preferences. Strong customer empathy and a passion for delivering exceptional customer experiences. * Strategic Thinking: Proven ability to develop and execute customer marketing strategies that align with business goals and drive customer engagement, retention, and advocacy. Experience with customer segmentation, targeting, and personalized marketing approaches. * Team Leadership Skills: Exceptional leadership and team management skills, with the ability to motivate and develop a high-performing team. Experience fostering collaboration, coaching talent, and driving a customer-focused culture. * Analytical and Data-Driven: Strong analytical and problem-solving skills, with the ability to leverage data and customer insights to drive decision-making. Proficiency in customer analytics and performance measurement. * Communication and Influence: Excellent communication skills, with the ability to effectively articulate ideas, influence stakeholders, and collaborate with cross-functional teams. Strong presentation and storytelling abilities. * Results Orientation: Demonstrated ability to set and achieve goals, prioritize tasks, and drive results in a fast-paced environment. Proven project management skills, with the ability to handle multiple initiatives simultaneously. * Industry Knowledge: Familiarity with customer marketing best practices, trends, and emerging technologies. Understanding of CRM systems, marketing automation platforms, and customer engagement tools. Work Environment * Work in clean, pleasant, and comfortable office or home setting. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable persons with disabilities to perform the essential functions. The preferred location for this role is Atlanta, GA, and the salary range for this location is $125,000.00 to $250,000.00. All qualified external applicants will be considered for an in-office role, based in Atlanta. All qualified internal candidates are encouraged to apply and consider relocation to Atlanta and may be considered for remote hire at the company’s discretion. The candidate’s final salary offer will be based on the candidate’s skills, education, work location and experience. A candidate’s compensation may also include bonuses consistent with TriNet’s corporate bonus plan. Additionally, subject to applicable eligibility requirements, TriNet offers permanent full-time employees a variety of benefits including medical, dental, and vision plans, life and disability insurance, a 401(K) savings plan, an employee stock purchase plan, eleven (11) Company observed holidays, PTO and a comprehensive leave program. Please click the following link for detailed information about our benefits offerings: https://www.trinet.com/documents/blt5b61a1040aae1904 Please Note: TriNet reserves the right to change or modify job duties and assignments at any time. The above job description is not all encompassing. Position functions and qualifications may vary depending on business necessity. TriNet is an Equal Opportunity Employer and does not discriminate against applicants based on race, religion, color, disability, medical condition, legally protected genetic information, national origin, gender, sexual orientation, marital status, gender identity or expression, sex (including pregnancy, childbirth or related medical conditions), age, veteran status or other legally protected characteristics. Any applicant with a mental or physical disability who requires an accommodation during the application process should contact recruiting@trinet.com to request such an accommodation.