Customer Communications and Automation Manager

ROLE TITLE

Customer Communications & Marketing Automation Manager
(You could later evolve this into “Director of Customer Experience & Marketing.”)

ROLE PURPOSE

To design and deliver engaging, automated communication journeys that deepen relationships with existing customers, increase engagement, and create demand for new solutions using Dynamics 365 Marketing and integrated multimedia assets.

300-character Purpose Statement:
Craft and automate customer journeys that turn every 2touch interaction into loyalty, advocacy, and growth through smart storytelling, video, and data-driven communication.

CORE RESPONSIBILITIES

1. Customer Communication Strategy

• Develop segmented customer communication plans (e.g., active clients, legacy users, referral partners).
• Map and optimize customer journeys — onboarding, product updates, renewals, referrals.
• Align messaging with 2touch’s tone: professional, fast, and value-driven.

2. Content & Campaign Creation

• Write and produce engaging content for emails, landing pages, and nurture flows.
• Coordinate or produce videos highlighting customer success, new features, or system upgrades.
• Work with developers/designers to build landing pages (within Dynamics or WordPress/HubSpot).

3. Marketing Automation in Dynamics 365

• Build, test, and manage customer journeys using Dynamics 365 Marketing (Customer Insights Journeys).
• Segment contact lists, create triggers (purchase, renewal, inactivity), and report results.
• Optimize deliverability, conversions, and personalization using CRM data.

4. Video & Creative Production

• Plan, script, and coordinate short promotional and educational videos.
• Collaborate with internal video editors or external agencies for production.
• Repurpose video assets for email, social, and website embedding.

5. Analytics & Continuous Improvement

• Report engagement metrics (open rates, click-throughs, conversions).
• Identify gaps in communication flow — where customers drop off or go silent.
• Recommend journey refinements based on performance data.

REQUIRED SKILLS

• Experience: 3+ years in CRM/marketing automation (preferably Dynamics 365 Marketing, HubSpot, or ActiveCampaign).
• Technical: Strong grasp of Dynamics 365 Marketing Journeys, Power Automate, and email/landing page builders.
• Creative: Strong copywriting, basic video scripting, and visual storytelling skills.
• Analytical: Data-driven mindset with ability to extract actionable insights from CRM/Power BI.
• Mindset: Customer-obsessed, proactive, systems thinker.

IDEAL BACKGROUND

• Experience in SaaS, fintech, or POS systems.
• Has built or managed customer journeys or lifecycle marketing.
• Understands sales enablement content and post-sale engagement.
• Bonus: Familiarity with Microsoft ecosystem and Power Platform.

OUTCOMES (First 6 Months)

• Launch an automated onboarding journey for all new customers.
• Produce 3 customer story videos for the website and email campaigns.
• Create 2 dynamic landing pages for upgrade offers and event registrations.
• Implement a re-engagement journey for inactive customers.
• Deliver a monthly engagement dashboard integrated into Dynamics CRM.

REPORTING STRUCTURE

Reports to: CEO (you) or VP of Client Fulfillment
Collaborates with:

• Client Fulfillment (for onboarding touchpoints)
• Sales (for upsell/referral loops)
• Development (for feature launches)
• Support (for FAQs and update content)

FUTURE EVOLUTION

This role will evolve into the Head of Customer Experience & Growth, overseeing:

• Customer retention & advocacy programs.
• Event and webinar strategy.
• AI-driven personalization (using Blitzy + Dynamics integration).

Job Type: Full-time

Pay: $65,000.00 - $95,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance
• Work from home

Work Location: Hybrid remote in Webster, NY 14580