At Qualtrics, we create software that the world’s best brands use to deliver exceptional Customer and Employee experiences, build high-performing teams, and design products people love. But we are more than a platform. We are the creators and stewards of the Experience Management category serving over 18,000 clients globally. Building a category takes grit, determination, and an appreciation for the unconventional—but most of all it requires close-knit, high-functioning teams with an unwavering dedication to serving our customers.

When you join one of our teams, you’ll be part of a nimble group that’s empowered to set ambitious goals and move fast to achieve them. Strategic risks are encouraged, and complex problems are solved by collaborating and iterating until the best solution comes to light. You won’t have to look to find growth opportunities— they’ll find you. From retail to government to healthcare, we’re on a mission to bring humanity, connection, and empathy back to business. Join over 5,000 people across the globe who think that’s work worth doing. 

Global Head of Global Customer Marketing

Why We Have this Role

We’re looking for an exceptional marketing and people leader to deliver commercial impact by strategically applying the marketing programs across the customer lifecycle from onboarding, adoption to renewal and community engagement.  This role will partner closely with customer success and product leadership to develop comprehensive customer programs, designed to drive adoption, maturity of our platform use and build community to ultimately support customer retention and expansion.  This role will also be an executive champion and lead our internal customer experience program and drive innovation and thought leadership from our community and our own experience.  

This is a unique opportunity to bring together and scale customer marketing capability for the company.  This person will be accountable for performance across customer program initiatives including customer lifecycle programs (digital and content/programs for high touch accounts), customer advocacy and stories, lead our XM institute thought leadership and community, drive our customer certification program and lead our internal customer experience center of excellence.   

Things You’ll Do

• Take ownership of developing and implementing the global customer marketing strategy, plans, and budget. This role will have joint business accountability for renewal rate, customer health metrics and customer CSAT/NPS. 
• Collaborate with customer success and product leadership on the development of lifecycle programs across all touchpoints (in product, digital channels, community programs, as well as support direct engagement from customer success and partners.
• Develop our customer advocacy program to identify, nurture and champion our best customers and help share their stories of value creation for their business. 
• Drive our industry thought leadership on building a community of practice for Experience Management through our experts in the XM Institute.  Develop programs that scale this expertise to and through our customer and partner community.  
• Build out our product certification program to create skills for our customer practitioners.  Building both direct digital programs and scaling through partner organizations.  
• Develop our community programs to scale, education, engagement and connection to our brand.  Utilize various tactics, such as events, thought leadership, maturity programs, communications, digital platforms to engage and support our community advocates.
• Champion our internal customer experience programs to drive organizational accountability for customer experience.  Leverage our internal programs experts to build content and learning for customer facing programs.
• Work with the customer success team to define and monitor our customer health metrics.  Optimize our lifecycle programs to align our communications and engagement to proactively drive personalized content and experience to support improving customer outcomes.  

How You’ll Find Success

• Seeking someone who thrives in a collaborative and dynamic environment, with the ability to establish successful partnerships and leverage the strengths of our product and success teams.
• Must have strategic acumen and execution skills, a deep understanding of personalization, and ability to align programs that drive adoption and maturity at both an account and individual user level. 
• Must have experience managing a scale digital programs across both enterprise and self service customer segments.
• Must have a demonstrated ability to recruit and develop high-performing talent, with a focus on creating psychological safety for diverse teams and building inclusive cultures
• Self-motivated, excellent communication, project management, and organizational abilities. 
• Experience leading and developing community programs that build long term relationships and engagement with customers.
• Expert in their field with fresh perspectives and ideas. 
• Experience using qualitative and quantitative metrics to achieve goals. 

What We’re Looking For On Your CV

• We are looking for a candidate with 15+ years of hands-on experience in B2B marketing, specifically in the integrated marketing, content strategy, digital channels, events, and community.
• Deep understanding of customer experience management and customer lifecycle journey.
• Strong strategic and customer-focused approach with the ability to use data to inform decision making.
• This individual should have a proven track record of delivering measurable commercial results.
• Strong understanding of market research and data analysis methods.
• Excellent communication skills, both verbal and written.
• A master’s degree in marketing or business administration is preferred.

The successful candidate will be a creative and strategic thinker with an extensive background in customer marketing.