Customer Experience Marketing Specialist

Job Description

Job Description

ASI is the largest global provider of technology B2B services for the $27.7 billion promotional products industry (branding and marketing). With 25,000 clients in 53 countries, our mission is to inspire, inform, and empower our clients' success every step of the way.

ASI currently has a hybrid work model. This position requires in‑person attendance at our office on Tuesdays and Wednesdays.

ASI is seeking a Customer Experience Marketing Specialist to join our Marketing team. This role is responsible for designing and executing data‑driven lifecycle engagement strategies that support the full ASI member journey—from acquisition and onboarding through retention and expansion.

The ideal candidate is customer‑obsessed, analytically minded, and experienced in B2B platform‑based environments. This individual is passionate about using behavioral data, platform usage insights, and voice‑of‑the‑customer feedback to improve adoption, engagement, and long‑term member value.

Reporting to the Vice President, Customer Experience, this role partners closely with Marketing, Product, Sales, and Customer Success teams to support post‑sales strategies that increase platform utilization, improve retention, and drive expansion across ASI's supplier and distributor base.

The salary range for this position is $80,000 – $90,000. Individual pay within the range will be based on role‑related experience, education, skills, and qualifications.

Responsibilities:

• Design and execute multi‑stage lifecycle journeys including onboarding, activation, feature adoption, renewal, and expansion.
• Develop segmented engagement strategies based on member type, maturity, and behavioral data.
• Partner cross‑functionally with Marketing, Product, Sales, and Customer Success to align lifecycle programs with adoption, retention, and revenue goals.
• Create campaign briefs, workflow documentation, and journey logic to support scalable execution.
• Analyze engagement, usage, and retention data to identify friction points, risks, and growth opportunities.
• Conduct member interviews and incorporate voice‑of‑the‑customer insights into journey and messaging optimization.
• Continuously test and optimize messaging, timing, and channel mix (email, in‑platform messaging, webinars, SMS, etc.).
• Support initiatives that increase feature utilization, reinforce member value, and drive renewal readiness.
• Collaborate on cross‑sell and upsell lifecycle initiatives tied to expansion outcomes.
• Measure, monitor, and report lifecycle KPIs including activation, engagement lift, churn reduction, and expansion impact.
• Prepare dashboards and executive‑ready summaries while identifying opportunities to automate and scale lifecycle communications.

Qualifications:

• Bachelor's degree in Marketing, Business, Communications, or a related field.
• 5+ years of B2B digital marketing experience with direct ownership of onboarding, engagement, or retention programs.
• Experience working in subscription, SaaS, or platform‑based environments.
• Strong understanding of customer journey mapping and lifecycle segmentation.
• Demonstrated ability to use quantitative and qualitative data to inform strategy and optimize performance.
• Working knowledge of marketing automation platforms (HubSpot preferred; certification a plus).
• Experience with CRM systems (Microsoft Dynamics 365 preferred).
• Familiarity with project management tools (MS Planner, Jira, or similar).
• Comfort analyzing engagement and product usage data.
• Familiarity with user engagement tools such as Appcues, LogRocket, Heap, or similar.
• Strong organizational, communication, and cross‑functional collaboration skills.

Preferred Skills:

• Experience in the promotional products industry or related B2B industries.
• Experience partnering closely with Product, Sales, and Customer Success teams.
• Familiarity with lifecycle automation, member health scoring, and retention analytics.

ASI offers full-time employees a comprehensive benefits package including:

• Medical, Dental, and Vision coverage, available on day one of employment.
• Paid maternity and paternity/bonding leave (12 weeks paid for birthing/primary parent and 4 weeks paid for secondary parent) and a parent support group.
• 12 weeks of paid daycare for new parents (14 weeks at our onsite daycare center, Lots of Love).
• Free Health and Wellness programs.
• Free 24/7 access to Magellan Employee Assistance Program and Teladoc.
• Day one 401(k) with company match.
• Paid holidays, floating days, and paid time off (PTO).
• Office amenities with onsite café, Starbucks, 24/7 free gym access and classes, onsite daycare, EV charging stations, creative spaces such as our community garden club, music room, art room, and relaxation space.

Take this opportunity to join our successful team! Apply today! EOE m/f/d/v. ASI is an equal opportunity employer, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Diversity makes us better. Check out ASI's Diversity and Inclusion Blog Posts.

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