Senior Customer Marketing Manager

Would you like to take part in transforming healthcare? Qbtech is the global market leader in professional ADHD tests, providing tests that are both CE marked and FDA cleared for use as an aid in the assessment and treatment evaluation of ADHD for people age 6-60. Our vision is to transform healthcare by providing a complete system of leading objective tests, products and services that empowers clinical and financial decision-makers to improve outcomes and support patients to better understand their symptoms and treatment.

Qbtech is present in 14 countries with offices in Stockholm, London and Houston. Over the next years, Qbtech will make significant investments into new products, technologies and people to further strengthen their services and product offerings with the aim of building an ecosystem with solutions for providers, clinicians and patients.

About the role

Qbtech' mission is to improve the lives of people with ADHD. The more our objective testing and supporting technology are used by clinicians, the more patients and families are positively affected. We want to ensure that all new customers try, adopt and continue to realise the benefits our services promise to both patient and practice. That's where you come in! This new role, reporting into the global Marketing Director has been created to devise and deliver (along with Clinical, CS and Product colleagues) a customer lifecycle plan that will further improve activation, adoption, retention, renewals and referrals...at scale as we continue our growth.

Based with Commercial Team colleagues in our West London (Chiswick) office, you'll also work closely with Commercial Team members in Houston, Texas and Product colleagues in Stokholm, Sweden.  This job requires 3 fixed days in the office per week in our Chiswick location.

Essential Duties and Responsibilities

• Co-create with customer-facing colleagues a customer lifecycle plan to enable Qbtech to hit its Commercial goals (customer activation, adoption, retention, renewal, advocacy).
• Manage the execution of this plan which might include events, referral schemes, content marketing, AI agents, and more…
• Set and agree success metrics and lead a small team to deliver against them
• Plan and oversee the execution of product marketing comms aligned with Commercial goals
• Further develop and use our existing customer segmentation, ideal customer profiles (ICPs) buyer personas to devise and execute customer comms at scale
• Collaborate with Customer Journey Product Manager so that in-app CX supports the customer lifecycle plan
• Enable all Customer Success (CS) teams (UK/US/ROW) with the necessary materials (training material, patient materials, marketing toolkits etc.)
• Collaborate closely with colleagues in Creative and Growth Marketing and contribute to wider marketing initiatives
• Regularly report success metrics to the wider business through the Marketing Director
• Manage a small team, responsible for their performance and development
• Manage the approval process (w stakeholders) of all CS enablement material

Who are you?

You'll have a track record of positively influencing customer lifecycle metrics, ideally at a B2B SaaS business and/or fast-paced work environment. Following your studies in Marketing/Business, you'll have spent a minimum of 3 years working in customer marketing where you'll have demonstrated your ability to create and execute plans, manage and motivate team members, consult, communicate and collaborate effectively across departments, and manage stakeholders on projects.

Your drive, can-do attitude and team-player attributes make you great to work with and work for. You'll bring with you experience and confidence, but not ego. You'll be an experienced user of marketing automation tech, WordPress, GA and customer engagement platforms. Ideally, you'll have certifications in some of them. You'll be equally adept at writing copy, interpreting data, and prompting AI.

Knowledge or experience of medical device regulations and standards is an advantage.

Above all, you'll be excited to aid the adoption of new technology and to make a difference in mental health.

We are looking for someone who has

• Strong stakeholder management capabilities (clarifying, setting and managing expectations)
  
• Excellent attention to detail and organizational skills
• Proven ability to create, organize, and implement plans to support commercial objectives
• Proven ability to manage and motivate team to deliver against plans (both in-person and remote)
• Adept at building productive working relationships with colleagues across the Product and Commercial Teams (across borders and time zones)
• High degree of knowledge and competence using marketing automation, WordPress, Google Analytics and customer engagement platforms (certifications are advantageous)
• Excellent communication and copywriting skills
• Confident AI prompt engineer
• Comfortable interpreting data
• Understanding of medical device regulations and standards as they apply to marketing and Communication
• Excellent attention to detail and organizational skills

What can Qbtech offer you?

At Qbtech you will have the opportunity to work with something meaningful that helps people understand ADHD while transforming healthcare. You will work in an international environment together with some of the leading experts in the world. You will lead the development of best in class as well as first in class products and services – globally. There are plenty of opportunities to learn and grow and to expand into other technologies within the company. Qbtech also offers education and certifications in fields that are relevant to the technology used within the company.