CyberSource, a wholly owned subsidiary of Visa Inc., is the only integrated payment management platform built on secure Visa infrastructure, with the payment reach and fraud insights of a massive $358Bn global processing network. CyberSource and Authorize.Net payment management solutions help 475,000 large and small businesses grow sales, mitigate risk, and operate with greater agility. CyberSource operates globally, and is headquartered in San Francisco, California. For more information, please visit www.cybersource.com.

SUMMARY

In this new role, you’ll be responsible for developing and executing an integrated European customer (merchant) marketing plan and programme—to help CyberSource serve, retain and grow our enterprise client base.

Working closely with key marketing, sales and technical stakeholders, you’ll implement merchant-focussed customer campaigns across a range of channels and tactics, that innovate and deliver tangible returns. This broad role spans strategic planning, customer segmentation and analysis, cross/up sell campaigns, event / hospitality management, content creation and more.

We’re looking for someone who combines strategic thinking, analysis, and planning with consistent, impactful execution—and is able to communicate with customers at all levels. The role would suit someone who’s passionate about building engagement with merchants, whilst driving business results.

MAIN RESPONSIBILITIES:

Define European customer marketing strategy, with Sr Director EMEA Marketing:

•  Define annual customer marketing plan, objectives and targets 
  
• Scope and implement an integrated customer marketing programme, that supports objectives to serve, retain and grow our client base; ownership of the customer programmes roadmap
  
• Develop and drive cross-/up-sell campaigns to support account management pipeline and revenue targets
  
• Define and execute customer communication programme; helping raise the profile of CyberSource within the c-suite
  

Develop and drive initiatives to help improve customer engagement and experience, including:

• Define and deliver customer retention / growth events, and our overall hospitality programme
  
• Develop customer on-boarding programme
  
• European lead for customer relationship survey
  
• Represent CyberSource in customer meetings and at events, and be voice of the customer back into the marketing organisation
  
• Partner with Solutions marketing to team to develop customer-focussed content, webinar, and event materials 
  
• Devise advocacy programme and materials, including testimonials, case studies, win announcements, and speaking opportunities 
  
• Manage event participation in key industry conferences and Visa-owned events
  

Develop reporting cadence, monitor and optimise customer programme to help meet business goals:

• Partner with Marketing Operations to develop robust data management processes 
  
• Provide customer programme-based reporting, and review white space and win loss analysis, to monitor progress and continually optimise
  
• Proactively seek to understand latest customer marketing trends, tools and best practice 
  
• Build close relationships with our third party agencies, account management team and broader marketing team
  

.