Director of Customer & Community Marketing job description
The Director of Customer & Community Marketing is responsible for developing and executing comprehensive marketing strategies that engage both existing customers and build vibrant brand communities, driving customer loyalty, advocacy, and sustainable business growth through authentic connections and value-driven experiences.
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What is a Director of Customer & Community Marketing?
A Director of Customer & Community Marketing is a senior-level marketing leader who oversees the strategic integration of customer marketing and community engagement initiatives. This role focuses on building strong, loyal relationships with both existing customers and broader brand communities through targeted marketing programs, content creation, and engagement strategies. The director serves as the bridge between the company and its most valuable audiences, ensuring the brand maintains authentic connections while driving business objectives through community-centric approaches.
What does a Director of Customer & Community Marketing do?
A Director of Customer & Community Marketing develops and implements integrated marketing strategies that nurture customer relationships and foster community growth. They create customer retention programs, loyalty initiatives, and advocacy campaigns that turn satisfied customers into brand champions. They build and manage online and offline community platforms, facilitating engagement through events, forums, and social media interactions. Additionally, they collaborate with product, sales, and marketing teams to ensure community feedback informs business decisions, while measuring and reporting on key metrics like customer lifetime value, engagement rates, and community growth to demonstrate ROI.
Job Overview
The Director of Customer & Community Marketing will lead the development and execution of comprehensive marketing strategies to enhance customer engagement, foster brand loyalty, and build vibrant communities. This role requires a strategic thinker who can leverage customer insights to drive retention, advocacy, and revenue growth through innovative marketing programs and community initiatives.
Director of Customer & Community Marketing responsibilities include:
1. Develop and implement customer marketing strategies to increase retention, lifetime value, and advocacy
2. Build and nurture online/offline communities to strengthen brand loyalty and engagement
3. Lead customer reference programs, case studies, and testimonial campaigns
4. Manage customer advocacy and influencer marketing initiatives
5. Oversee customer onboarding and education programs to drive product adoption
6. Collaborate with product marketing to gather customer feedback and insights
7. Measure and report on community engagement metrics and marketing ROI
8. Manage community platforms (e.g., forums, social media groups, events)
9. Develop customer segmentation strategies for targeted marketing campaigns
10. Lead cross-functional teams to ensure consistent customer experience across touchpoints
1. 8+ years of experience in customer marketing, community management, or related field
2. Proven track record of building and growing engaged communities
3. Experience with community platforms (Discourse, Khoros, Higher Logic, etc.)
4. Strong analytical skills with experience measuring community health and engagement metrics
5. Excellent written and verbal communication skills
6. Experience developing customer advocacy and reference programs
7. Budget management and ROI measurement experience
8. Bachelor's degree in Marketing, Business, or related field
9. Experience with CRM and marketing automation tools (Salesforce, HubSpot, Marketo)
10. Proven ability to develop and execute multi-channel marketing strategies
Preferred Qualifications
1. Experience in SaaS or technology industry
2. MBA or advanced degree in Marketing
3. Experience managing remote or global communities
4. Background in customer success or customer experience
5. Familiarity with community analytics tools (Common Room, Orbit, etc.)
6. Experience with advocacy platforms (Influitive, Ambassador, etc.)
7. Previous management experience leading teams of 3+ people
8. Experience with ABM (Account-Based Marketing) strategies
9. Background in content marketing or social media management
10. Experience organizing and hosting virtual and in-person community events
Bonus Skills
1. Certification in community management (CCM, Community MBA)
2. Experience with community-led growth strategies
3. Proficiency in multiple languages
4. Public speaking and presentation experience at industry events
5. Experience building communities from zero to scale
6. Knowledge of UX research methods for community feedback
7. Experience with community monetization strategies
8. Background in crisis management and community moderation
9. Familiarity with GDPR and data privacy regulations
10. Experience with community gamification and engagement tactics
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