Director, Customer Experience Marketing – Strategic Leader for Holistic Customer Journey and Advocacy at blithequark

Welcome to blithequark

At blithequark, we empower businesses to reach their peak potential by providing trusted insights from real software users. As the world's largest and most trusted software marketplace, we have helped over 100 million people annually, including employees at all Fortune 500 companies, make smarter software decisions based on authentic peer reviews. Thousands of software and services companies of all sizes partner with us to build their reputation and grow their business. Our mission is to deliver exceptional value and customer engagement, and we are committed to creating an inclusive and diverse environment where people of every background can thrive and feel welcome.

About the Role

The Director of Customer Experience Marketing at blithequark will spearhead the strategy and execution for teams including Customer Marketing, Customer Education, Customer Community, User Acquisition and Engagement, Lifecycle Marketing, and Email Experience. This leadership role requires proven experience in driving holistic customer experiences, building and nurturing engaged communities, and designing programs that foster deep customer retention, loyalty, and growth. You will collaborate across departments to ensure every stage of the customer journey aligns with blithequark's mission to deliver exceptional value and customer engagement and advocacy.

In This Role, You Will:

Customer Experience Strategy & Vision

• Develop Unified Customer Strategy: Build and execute a comprehensive vision for the customer journey, from acquisition to advocacy (25%).
  • Why: To drive customer satisfaction, retention, and long-term loyalty.
  • How: Partner cross-functionally to unify brand touchpoints and measure overall experience impact.
• Oversee Customer-Facing Teams: Direct Customer Marketing, Education, Community, User Acquisition/Engagement, Lifecycle Marketing, and Email Experience teams (10%).
  • Why: To ensure consistent, integrated experiences for all customers.
  • How: Establish shared KPIs and performance standards across teams.

Program Development & Execution

• Customer Marketing Programs: Design initiatives to promote customer advocacy, referrals, and co-marketing success stories (10%).
  • Why: To amplify customer voices and deepen engagement.
  • How: Launch and optimize loyalty and reference programs.
• Customer Education: Oversee the creation of learning resources, webinars, certifications, and onboarding (10%).
  • Why: To empower users and drive product adoption.
  • How: Collaborate with Product and Content teams to ensure resources address user needs.
• Community Building: Foster an engaged user community through events, forums, and digital platforms (10%).
  • Why: To create meaningful peer connections and facilitate knowledge sharing.
  • How: Direct engagement strategies and moderate ongoing community initiatives.
• Lifecycle and Email Marketing: Develop strategies to deliver personalized, relevant communications and campaigns throughout the customer lifecycle and interface with Finance on budgets and review incentives (10%).
  • Why: To support every stage of the customer journey and maximize retention, as well as collect user-generated content (UGC).
  • How: Leverage data and automation for timely, relevant messaging.
• User Acquisition & Engagement: Lead efforts to attract new users and boost active engagement (10%).
  • Why: To grow and retain a thriving, loyal customer base to generate reviews on blithequark.
  • How: Collaborate closely with Product and Growth teams, developing targeted initiatives and tracking performance.

Data, Analytics, and Continuous Improvement

• Customer Insights & Analytics: Use data and customer feedback to inform strategy and drive continuous improvement (10%).
  • Why: To measure impact and drive results across all customer initiatives.
  • How: Build dashboards, analyze trends, and communicate insights to leadership.

Collaboration and Leadership

• Cross-Functional Collaboration: Work closely with Sales, Product, Marketing, Support, and executive leadership to align on shared goals and initiatives (5%).
  • Why: To ensure a seamless customer experience across all functions.
  • How: Foster open dialogue, share insights, and align on shared objectives.
• Team Leadership: Recruit, mentor, and develop a high-performing Customer Experience team; support professional growth (5%).
  • Why: To empower future leaders and sustain performance excellence.
  • How: Provide regular feedback, training, and growth opportunities.

Minimum Qualifications:

We realize applying for jobs can feel daunting at times. Even if you don’t check all the boxes in the job description, we encourage you to apply anyway.

• Education: Bachelor’s degree in Marketing, Business Administration, Communications, or a related field.
• Experience: At least 10 years in customer experience, marketing, or related fields, with 5+ years in leadership roles managing multi-disciplinary teams in technology, SaaS, or marketplaces.
• Skills:
  • Demonstrated success designing and executing customer experience programs.
  • Strong leadership, team management, and coaching ability.
  • Deep expertise in customer lifecycle, community management, and high-impact communications.
  • Proven track record operationalizing and measuring customer programs.
  • Excellent communication, presentation, and interpersonal skills.
  • Proficiency with data analytics and customer feedback platforms.
• Travel: Willingness to travel for customer events, conferences, and team meetings.

What We Offer

At blithequark, we offer a competitive compensation package, comprehensive benefits, and a dynamic work environment that supports your growth and well-being. Our benefits include:

• Comprehensive health insurance
• Retirement savings plan
• Generous paid time off
• Professional development opportunities
• Access to cutting-edge technology and tools
• Collaborative and inclusive work environment

Our Commitment to Inclusivity and Diversity

At blithequark, we are committed to creating an inclusive and diverse environment where people of every background can thrive and feel welcome. We consider applicants without regard to race, color, creed, religion, national origin, genetic information, gender identity or expression, sexual orientation, pregnancy, age, or marital, veteran, or physical or mental disability status.

How We Use AI Technology in Our Hiring Process

blithequark incorporates AI-powered technology to enhance our candidate evaluation process. These tools may assist with initial application screening, skills assessment analysis, and identifying candidates whose qualifications align with specific role requirements. While AI technology supports our recruitment workflow, all final hiring decisions remain under human oversight and judgment.

Your Choice Matters:

If you would prefer that your application be reviewed without AI assistance, you can opt out by entering your email address in the email entry field at the bottom of the Automated Processing Legal Notice. Choosing to opt out will not disadvantage your application in any way—we will ensure your materials receive a thorough manual review by our hiring team.

Conclusion

Join blithequark as our Director, Customer Experience Marketing, and be part of a dynamic team that is shaping the future of software marketplaces. If you are a strategic leader with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Together, let's empower businesses to reach their peak potential and create a world where software buying decisions are informed by trusted insights from real users.