**Experienced Customer Marketing Analyst – Senior Care Industry**

At arenaflex, we're dedicated to connecting families with expert advisors who provide personalized solutions for senior care. As the nation's largest senior care advisory service, we're committed to fostering a culture of diversity, equity, and inclusion. Our employees live by our core values every day:

* **Mission Over Me**: We find purpose in helping caregivers and their senior loved ones while approaching our work with empathy.
* **Do Hard Things**: We're energized by solving challenging problems and see it as an opportunity to grow.
* **Drive Outcomes as a Team**: We each own the outcome but can only achieve it as a team.
* **Win The Right Way**: We see organizational integrity as the foundation for how we operate.
* **Embrace Change**: We innovate and constantly evolve.

**Job Description**

We're seeking an experienced Customer Marketing Analyst to join our Marketing team, focused on delivering a best-in-class customer experience. As a key member of our team, you'll work across B2C marketing channels (Email, SMS, and Phone) to ensure families remain engaged with their advisor and a wealth of resources as they search for the right senior care solution for their loved ones. Additionally, you'll drive B2B marketing programs directly with senior living community customers.

**Key Responsibilities**

* **Customer Journey**: Orchestrate best-in-class follow-up experiences for families working with arenaflex via customer marketing channels (Email, SMS, and Phone).
* **Build and maintain the latest mapping of the customer journey** and ensure all campaigns and messaging work in support of our customers.
* **Performance Monitoring**: Oversee daily customer marketing metrics (delivery, open, click-through, response, and opt-out rates) across programs and channels (Email, SMS, and Phone).
* **Proactively identify trends, address outliers, and own recommendations for customer experience improvements**.
* **Reporting**: Build and distribute timely and accurate reporting for customer marketing programs.
* **Gather and analyze reporting inputs**, including call listening and marketing/sales data.
* **Customer Experience Audits**: Regularly review and own updates to arenaflex customer journeys.
* **Document and share insights and recommendations**.
* **Listen to sales phone calls daily and publish results into trackers, structured data, and actionable reports**.
* **Operations Support**: Own process documentation and continuous process improvement through the use of automation and technology tools.
* **Review, research, and action escalations from sales team and community customers**, including listening to calls and reviewing CRM and internal systems. Responsible for driving and communicating resolutions to all stakeholders.
* **Provide coaching opportunities and direction to sales leaders and team members**.

**Qualifications**

* **Required Skills and Competencies**:
+ Highly organized, with the ability to manage a high volume of operational, analytical, and administrative tasks.
+ Demonstrated success in root cause analysis and process improvement.
+ Excellent judgment with the ability to make independent decisions in line with company mission and values.
+ Experience building reports and working with software tools, including Excel, Tableau, Google Suite, and Gong (Call Listening), a plus.
* **Communication**:
+ Excellent, organized communication.
+ Experience working with internal sales teams a plus.
+ Focus on delivering accurate reporting, actionable insights, and driving continuous process improvement.
* **Education**:
+ Bachelor's degree.
+ 1-2 years of experience in a marketing or operations function, a plus.

**What We Offer**

* **Competitive Compensation**: $70k - $80k base salary, plus a 10% management bonus.
* **Benefits**:
+ 401(k) plus match.
+ Dental insurance.
+ Health insurance.
+ Vision Insurance.
+ Paid Time Off.

**Why Join arenaflex?**

At arenaflex, we're committed to creating a workplace that's inclusive, supportive, and empowering. We believe in the importance of work-life balance and offer a range of benefits to support your well-being. Join our team and be part of a mission that makes a real difference in the lives of families and caregivers.

**How to Apply**

If you're passionate about delivering exceptional customer experiences and driving business growth, we'd love to hear from you. Apply now and join our team at arenaflex!

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