Customer Experience Marketing Specialist

ASI is seeking a Customer Experience Marketing Specialist to join our Marketing team. This role is responsible for designing and executing data-driven lifecycle engagement strategies that support the full ASI member journey-from acquisition and onboarding through retention and expansion.

The ideal candidate is customer-obsessed, analytically minded, and experienced in B2B platform-based environments. This individual is passionate about using behavioral data, platform usage insights, and voice-of-the-customer feedback to improve adoption, engagement, and long-term member value.

Reporting to the Vice President, Customer Experience, this role partners closely with Marketing, Product, Sales, and Customer Success teams to support post-sales strategies that increase platform utilization, improve retention, and drive expansion across ASI's supplier and distributor base.

The salary range for this position is $80,000 - $90,000. Individual pay within the range will be based on role-related experience, education, skills, and qualifications.

- Design and execute multi-stage lifecycle journeys including onboarding, activation, feature adoption, renewal, and expansion.

- Develop segmented engagement strategies based on member type, maturity, and behavioral data.

- Partner cross-functionally with Marketing, Product, Sales, and Customer Success to align lifecycle programs with adoption, retention, and revenue goals.

- Create campaign briefs, workflow documentation, and journey logic to support scalable execution.

- Analyze engagement, usage, and retention data to identify friction points, risks, and growth opportunities.

- Conduct member interviews and incorporate voice-of-the-customer insights into journey and messaging optimization.

- Continuously test and optimize messaging, timing, and channel mix (email, in-platform messaging, webinars, SMS, etc.).

- Support initiatives that increase feature utilization, reinforce member value, and drive renewal readiness.

- Collaborate on cross-sell and upsell lifecycle initiatives tied to expansion outcomes.

- Measure, monitor, and report lifecycle KPIs including activation, engagement lift, churn reduction, and expansion impact.

- Prepare dashboards and executive-ready summaries while identifying opportunities to automate and scale lifecycle communications.

- Bachelor's degree in Marketing, Business, Communications, or a related field.

- 5+ years of B2B digital marketing experience with direct ownership of onboarding, engagement, or retention programs.

- Experience working in subscription, SaaS, or platform-based environments.

- Strong understanding of customer journey mapping and lifecycle segmentation.

- Demonstrated ability to use quantitative and qualitative data to inform strategy and optimize performance.

- Working knowledge of marketing automation platforms (HubSpot preferred; certification a plus).

- Experience with CRM systems (Microsoft Dynamics 365 preferred).

- Familiarity with project management tools (MS Planner, Jira, or similar).

- Familiarity with user engagement tools such as Appcues, LogRocket, Heap, or similar.

- Strong organizational, communication, and cross-functional collaboration skills.

- Experience in the promotional products industry or related B2B industries.

- Experience partnering closely with Product, Sales, and Customer Success teams.

- Familiarity with lifecycle automation, member health scoring, and retention analytics.