Associate Director of Marketing job Marlborough Massachusetts
Associate Director of Marketing job Marlborough Massachusetts
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Associate Director of Marketing Job

Employer Name: SpiderID: 8459167
Location: Marlborough, Massachusetts Date Posted: 3/4/2019
Wage: Negotiable Category: Marketing
Job Code: R0001317

Job Description:

Helen of Troy is hiring an Associate Director of Marketing – Consumer Experience for our Health & Home office in Marlborough, MA.

What You'll Be Doing:

The Associate Director of Marketing - Consumer Experience leads and manages the fostering of consumer loyalty through high-quality interactions at each step of the consumer journey. This individual is strategically and tactically responsible for improving the experiences consumers have with global licensed brands such as Vicks, Honeywell, Braun as well as owned brands such as PUR, with the goal of increasing customer satisfaction measured through higher ratings and reviews.  

The ideal candidate is an entrepreneurial minded expert with proven experience in successfully executing and managing programs that drive high consumer engagement and satisfaction.  These programs include tactics such as review response, review syndication, ambassador and influencer programs, branded voice of the consumer scripts for all consumer engagements, optimization of digital experiences including digital content and email outreach. The Associate Director of Marketing should be hands on, proactive, a strong leader and a change agent who is collaborative, forward thinking and an excellent communicator.

Associate Director of Marketing – Consumer Experience Key Responsibilities:

  • Work with internal stakeholders to oversee the development of a consumer experience strategy for each brand. This includes gathering and analyzing customer feedback, identifying customer pain points, developing brand voice guidelines, identifying key projects around marketing communication, creating an outreach plan to enhance ratings and reviews and providing guidance to brand/engineering teams on product change recommendations.
  • Serve as champion to plan, manage and supervise cross functional teams in the development, testing, implementation of marketing programs to enhance consumer experience across all consumer touchpoints, within budget and timeframes.
  • Provide global best practice insights to the cross functional team to enhance the execution of all materials and processes that come into direct contact with the consumer including call center scripts, owner’s manuals, website/digital copy, how to videos, product inserts, etc., ensuring that the voice of the brand meets the service expectations of consumers.
  • In collaboration with the brand and digital team, develop and implement a database of consumers to nurture and grow into a customer/community advocacy program.
  • Serve as the subject matter expert in ratings, reviews and influencer marketing programs across the organization. This includes understanding of retailer programs, industry best practices, influencer options and legal guidelines.
  • Develop monthly ratings and review reporting templates, work with extended teams to set KPI’s and business goals across all brands and products. Work with extended team to ensure reports are generated monthly then consolidate reports and provide actionable insights and recommendations to improve and optimize.  Work with brand/product teams to ensure reports are populated and run on a monthly basis.
  • Responsible for working with brand teams to build and manage a consumer experience marketing budget including review syndication, review driven influencer campaigns, and sampling programs with aim towards delivering high engagement and results that are aligned with broader category strategies.
  • Evaluate and manage agencies that provide tools and systems that can be used to enhance consumer experience, engagement and review management.
  • Keep up-to-date, monitoring evolving online and technology trends as well as competitive activity with the aim of driving best practice adoption in the consumer experience marketing space.  This includes providing guidance on the exploration of new & effective product/communication enhancements that will improve our websites, social media channels, in/on pack communications, consumer relations scripts, consumer outreach campaigns and all marketing efforts with the aim of enhancing the consumer perception of our brands.

Requirements for Consideration:

  • 15+ years business experience, preferably with 3-5 years focused on the consumer experience (CX) field and/or consumer marketing, including leading and managing customer experience strategies, developing and executing a voice of the customer program, review response and ratings measurement programs and analysis.  Preferably in consumer products channel
  • Professional with strong, proven leadership skills who is collaborative and communicative
  • Deep understanding and experience in consumer advocacy, reporting, optimizing rating and review programs
  • Self-starter that has the ability to be a creative problem solver, collect, analyze, lead, and present data and information to all levels and that is driven by metrics.
  • Excellent follow-thru, detail oriented and hands on approach to proactively managing and directing multiple projects simultaneously.
  • Excellent written and verbal communication skills with ability to present ideas and information clearly. 
  • Collaborative individual who thrives working in and communicating with cross functional teams
  • Forward thinking individual who seeks new approaches to enhance overall consumer experience.
  • Demonstrated understanding of marketing concepts and consumer behavior
  • Upbeat, personable, positive, can-do attitude
  • External agency management oversight experience required
  • Applicants must be authorized to work in the United States on a full-time basis

For more information about Helen of Troy, click here.

You can also find us on LinkedIn, Glassdoor, Facebook, and Twitter.

Job Criteria:
Start Date:
Position Type: Full-Time Permanent
Years of Experience Required:
Education Required:
Overnight Travel:
Vacation Time:

Contact Information:
Contact Name: Helen of Troy Company Type:
Company: Helen of Troy

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