Customer Marketing Manager

Title: Customer Marketing Manager

Reports to: Vice President, Marketing and Communications

FLSA Status: Exempt

About Best Upon Request:

Great Place to Work-Certified seven years in a row, Best Upon Request Corporate, Inc. (BEST) is a values-based company that creates life-enriching experiences for our clients and customers, team members, and community.

Headquartered in Cincinnati, Ohio, BEST is a national provider of concierge services as an employee benefit and as a patient amenity. Our concierge programs improve organizational culture by decreasing stress for employees and managing the non-clinical needs of patients. BEST serves many industries including finance, tech, insurance, consulting, manufacturing, distribution, and healthcare.

BEST knows that its greatest asset is our people. This is why our BEST team can expect comprehensive total rewards that focus on well-being. We also work to create a high-trust, highly collaborative environment where each team member can thrive.

Role Summary:

The Customer Marketing Manager is responsible for developing and executing marketing strategies that drive customer engagement, utilization and growth across Best Upon Request client sites nationwide.

This role is central to increasing utilization across our client sites by helping more people discover and use BEST’s concierge services. By increasing awareness, accessibility and engagement, this role ensures the service becomes an embedded, valued part of each client environment. This is critical to both delivering on our mission and driving business sustainability through stronger client satisfaction, retention and renewal.

This role operates at the intersection of brand management, local marketing and client partnership, ensuring a consistent, high-quality BEST brand experience across all locations while adapting to the unique needs of each client environment.

The ideal candidate brings a blend of strategic thinking, retail or multi-location marketing experience, and strong execution skills, with the ability to balance brand consistency with site-level customization.

The ideal candidate is deeply passionate about customer service and helping people, highly responsive, and brings a “roll up your sleeves” mindset. This individual acts like an owner, is comfortable working hands-on in both strategy and execution, and is willing to spend time on-site with concierge teams to fully understand their environment, customers and opportunities.

Accountable For:

• Customer Marketing Strategy and Planning
• Develop and maintain client-specific marketing plans across the portfolio.
• Lead quarterly marketing planning sessions with concierge teams and Service Delivery leaders.
• Align marketing initiatives to utilization goals (enrollment, first-time use, repeat usage).
• Identify opportunities to improve customer engagement, awareness and service adoption.
• Partner with concierge teams, SD leaders and client contacts, as needed, to align marketing initiatives with client goals and site-specific needs.
• Increase service utilization across client sites by developing targeted, data-informed marketing plans.
• Build marketing plans systematically, with clear goals, priorities and measurable outcomes.
• Multi-Location Brand and Experience Management
• Ensure consistent application of BEST brand standards across all client sites.
• Oversee signage, on-site marketing materials and physical brand presence.
• Balance brand consistency with the unique needs and constraints of each client location.
• Identify opportunities to elevate the in-person customer experience through marketing.
• Campaign Development and Execution
• Plan and execute customer marketing campaigns (e.g., enrollment, first-use, vendor promotions, events).
• Develop integrated marketing support for key client events (e.g., hospital events, benefits fairs, launches).
• Collaborate with internal partners to deliver marketing materials and campaigns on time.
• Contribute to the development of marketing assets and campaigns as needed, in partnership with the Graphic Designer.
• Content Development and Editing
• Draft and edit marketing content to ensure clarity, consistency and alignment with brand voice.
• Partner with the Graphic Designer to develop effective marketing materials.
• Ensure messaging is concise, engaging and tailored to diverse audiences across client sites.
• Concierge Enablement and Collaboration
• Serve as the primary marketing partner to concierge teams across client sites.
• Provide guidance, tools and templates to support local marketing efforts.
• Encourage idea generation and best practice sharing across locations.
• Support onboarding and training of concierge teams on marketing programs and resources.
• Participate in client-facing conversations, as needed, to support marketing alignment, planning and execution.
• Marketing Operations and Process Improvement
• Manage intake and prioritization of marketing requests.
• Identify opportunities to standardize and streamline high-volume work (e.g., templates, recurring campaigns).
• Improve visibility into marketing activities, progress and outcomes.
• Contribute to the evolution of customer marketing processes, tools and resources.
• Performance Tracking and Insights
• Monitor and report on marketing activity and impact (e.g., utilization trends, campaign performance).
• Identify what is working and where adjustments are needed.
• Use data and insights to inform future marketing strategies.
• Improve first-time use and repeat usage rates through data-informed campaigns and ongoing optimization.
• Establish and track key performance indicators (KPIs) to measure marketing effectiveness.
  
  

Success in This Role Looks Like:

• Consistent, high-quality brand presence across all client locations.
• Clear, documented marketing plans aligned to utilization goals.
• Improved visibility into marketing activity and priorities.
• More scalable, templated marketing approaches with reduced ad hoc work.
• Strong partnership with concierge teams and internal marketing stakeholders.
  
  

Qualifications:

• 4 to 7+ years of experience in marketing, customer marketing, retail marketing, or multi-location/franchise marketing.
• Experience supporting multiple locations, clients or business units simultaneously.
• Strong project management and organizational skills.
• Experience managing multiple stakeholders and competing priorities.
• Ability to translate business goals into actionable marketing plans.
• Strong written communication and editing skills, familiarity with AP Style preferred.
• Experience in service-based, B2B2C or client-facing environments preferred.
• Experience with marketing and project management tools such as Adobe Creative Suite, Trello, Canva, Excel and HubSpot (or similar CRM).
• Strong proficiency with Microsoft Office and comfort using tools to track, manage and communicate work effectively.
• Ability to build visibility into work through tracking tools, dashboards and OKRs.
• Ability to travel approximately 10-20% to support client site visits, launches and key events.
• Ability to pass a background check and drug screen.
  
  

Key Competencies:

• Ability to balance brand consistency with local customization.
• Strategic thinking with a bias for action.
• Strong attention to detail, especially in content and brand execution.
• Effective stakeholder management and collaboration.
• Comfort operating in a fast-paced, evolving environment.
• Problem-solving mindset with a focus on scalability.
• High responsiveness and sense of ownership, with a proactive approach to supporting teams and driving work forward.
  
  

Who You Are:

• You’re a marketer who loves helping people discover services that reduce stress.
• You are highly responsive, proactive and take ownership of your work.
• You enjoy collaborating with concierge teams and building strong, trusted relationships.
• You are comfortable working both strategically and hands-on, from planning through execution.
• You bring structure to ambiguity and turn insights into practical marketing solutions.
• You are energized by working across multiple locations and adapting to different environments.
• You take pride in delivering high-quality work and ensuring brand consistency.
• You are someone who concierges trust, enjoy working with and view as a true partner.
  
  

Working Conditions:

• This role operates in a fast-paced, collaborative environment supporting multiple client sites across the country.
• Work is primarily performed in an office or remote setting, with regular interaction across cross-functional teams.
• Travel (approximately 10-20%) may be required to support client site visits, launches and key events.
• Ability to manage multiple priorities and adapt to shifting timelines and business needs.
• Role may include exposure to on-site environments such as corporate offices, hospitals or healthcare facilities.
  
  

How We Work:

BEST values transparency, accountability and teamwork. We celebrate wins, learn from losses, and always act in service of our clients, teammates and community.

Equal Opportunity:

BEST is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.