Introduction to arenaflex
arenaflex is the leading online resource connecting families searching for senior care with a team of expert advisors providing insight-driven, personalized solutions. As the nation’s largest senior care advisory service, arenaflex helps hundreds of thousands of families every year navigate the complexities of finding the right senior care solution for their loved ones across home care, independent living, memory care, assisted living, and more. Established with a strong commitment to its mission, arenaflex employees are dedicated to enabling caregivers to make the best senior care decisions. arenaflex fosters, cultivates, and preserves a culture of diversity, equity, and inclusion, ensuring that every individual feels valued and empowered to contribute their best work.
Our Values
At arenaflex, our employees live by a set of core values that guide our actions and decisions every day. These values include:
- Mission Over Me: We find purpose in helping caregivers and their senior loved ones while approaching our work with empathy and compassion.
- Do Hard Things: We are energized by solving challenging problems and see it as an opportunity to grow, both personally and professionally.
- Drive Outcomes as a Team: We each own the outcome but can only achieve it as a team, recognizing that collaboration and mutual support are essential to our success.
- Win The Right Way: We see organizational integrity as the foundation for how we operate, ensuring that our actions are guided by ethics, transparency, and accountability.
- Embrace Change: We innovate and constantly evolve, embracing new ideas, technologies, and approaches that enable us to better serve our customers and stay ahead in a rapidly changing landscape.
Job Description
The Customer Marketing Analyst will be an integral member of the Marketing team at arenaflex, focused on delivering a best-in-class customer experience that aligns with our company mission. This role will work across B2C marketing channels (Email, SMS, and Phone) to ensure families remain engaged with their advisor and have access to a wealth of resources as they search for the right senior care solution for their loved ones. Additionally, the Analyst will drive B2B marketing programs directly with senior living community customers, fostering strong relationships and identifying opportunities for growth and collaboration.
Key Responsibilities
The Customer Marketing Analyst will be responsible for the following key areas:
- Customer Journey: Orchestrate best-in-class follow-up experiences for families working with arenaflex via customer marketing channels (Email, SMS, and Phone), ensuring that every interaction is personalized, relevant, and supportive.
- Performance Monitoring: Oversee daily customer marketing metrics (delivery, open, click-through, response, and opt-out rates) across programs and channels, proactively identifying trends, addressing outliers, and owning recommendations for customer experience improvements.
- Reporting: Build and distribute timely and accurate reporting for customer marketing programs, gathering and analyzing reporting inputs including call listening and marketing/sales data to inform data-driven decisions.
- Customer Experience Audits: Regularly review and own updates to arenaflex customer journeys, documenting and sharing insights and recommendations to drive continuous improvement and excellence in customer experience.
- Operations Support: Own process documentation and continuous process improvement through the use of automation and technology tools, reviewing, researching, and actioning escalations from sales teams and community customers to ensure prompt resolution and high-quality service.
Qualifications
To be successful in this role, the ideal candidate will possess the following qualifications:
Required Skills and Competencies
- Highly organized, with the ability to manage a high volume of operational, analytical, and administrative tasks in a fast-paced environment.
- Demonstrated success in root cause analysis and process improvement, with a strong focus on driving efficiency, effectiveness, and customer satisfaction.
- Excellent judgment with the ability to make independent decisions in line with company mission and values, ensuring that every action aligns with our core principles and objectives.
- Experience building reports and working with software tools including Excel, Tableau, Google Suite, and Gong (Call Listening) is a plus, as is familiarity with marketing automation platforms and CRM systems.
Communication
- Excellent, organized communication skills, with the ability to articulate complex ideas and insights in a clear, concise manner to both technical and non-technical stakeholders.
- Experience working with internal sales teams is a plus, as is a strong understanding of sales operations and the ability to provide coaching opportunities and direction to sales leaders and team members.
Education
- Bachelor’s degree in a relevant field such as Marketing, Business Administration, or Communications.
- 1-2 years of experience in a marketing or operations function is a plus, although we welcome applications from highly motivated and talented individuals who are eager to learn and grow with our team.
Career Growth Opportunities and Learning Benefits
At arenaflex, we are committed to the growth and development of our employees, recognizing that our people are our greatest asset. As a Customer Marketing Analyst, you will have access to a range of training and development opportunities, including:
- Professional development programs and workshops to enhance your skills and knowledge in marketing, analytics, and operations.
- Mentorship and coaching from experienced leaders and professionals in the field.
- Opportunities to work on high-impact projects and initiatives that drive business growth and customer satisfaction.
- A collaborative and dynamic work environment that fosters innovation, creativity, and teamwork.
Work Environment and Company Culture
arenaflex is proud of its inclusive and supportive company culture, which values diversity, equity, and inclusion. We believe that every individual deserves to feel valued, respected, and empowered to contribute their best work, and we strive to create an environment that is welcoming, inclusive, and free from bias. As a Customer Marketing Analyst, you will be part of a talented and dedicated team that is passionate about delivering exceptional customer experiences and making a positive impact in the lives of our customers and their loved ones.
Compensation, Perks, and Benefits
arenaflex offers a competitive compensation package, including:
- Base Salary: $70k - $80k base, depending on experience and qualifications.
- Bonus: 10% Management Bonus, tied to individual and team performance.
- Benefits: 401(k) plus match, dental insurance, health insurance, vision insurance, and paid time off.
- Additional perks and benefits, including access to professional development opportunities, employee recognition programs, and a range of wellness and self-care initiatives.
Conclusion
If you are a motivated and talented marketing professional who is passionate about delivering exceptional customer experiences and driving business growth through data-driven insights, we encourage you to apply for the Customer Marketing Analyst role at arenaflex. As a member of our team, you will have the opportunity to make a real difference in the lives of our customers and their loved ones, while also developing your skills and advancing your career in a dynamic and supportive environment. Apply now to join our team and start your journey with arenaflex today!
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