Director of Inbound Marketing - Gladly

Gladly is the only customer service software built around people, not tickets. Gladly applies AI differently, to help brands deliver radically personal customer service at scale, enabling consumers to help themselves and turning customer service agents into heroes by making them more productive. Every conversation starts with a real-time understanding of the customer. With every channel built-in – voice, email, SMS, chat, social messaging, self-service – companies have one, lifelong conversation stream with their customers. The world’s most loved brands including Allbirds, Bombas, Crate & Barrel, Ulta Beauty, and Warby Parker leverage Gladly to build lifelong loyal customers. 

Our team loves working at Gladly because of its people, continuous growth opportunities, all in commitment to DEIB, collaboration, and culture. 

As the Director of Inbound Marketing at Gladly, you will play a pivotal role in attracting and converting leads and deeply engaging customers within our community. Reporting directly to the VP of Growth Marketing, you will lead a dynamic team to drive our inbound marketing strategy, ensuring that our message resonates deeply with our audience and turns prospects into customers and advocates. You will oversee the performance and aesthetic of our brand assets, including digital and physical assets, ensuring they reflect our brand’s ethos and drive engagement. This is an exciting opportunity to make a significant impact on our growth trajectory and help revolutionize the customer service industry.

Core Responsibilities:

• Accountability: Craft and execute an acquisition growth strategy that aligns with the companys growth objectives.

• Lead and Inspire: Manage and mentor a talented team of web developers, content creators, digital marketers, and designers to achieve ambitious growth targets.

• Content Strategy: Develop and execute a comprehensive content strategy that aligns with our brand values and strategic narratives, engages our audience, and drives inbound leads.

• Website Management: Oversee the look and feel, as well as the performance of gladly.com, ensuring an exceptional user experience and high conversion rates.

• Campaign Management: Design and implement impactful inbound marketing campaigns across multiple channels, including paid search, paid social media, and SEO to attract and retain customers.

• Analytics and Optimization: Utilize data-driven insights to continually refine our inbound marketing and web strategies, improving performance and ROI.

• Experimentation and Innovation: Driving continuous experimentation across digital channels to optimize growth strategies. 

• Market Research: Conduct market research and competitive analysis in order to identify trends, opportunities as well as competitor analysis.

Qualifications

• Experience: 7-9 years in marketing leadership roles, with a proven track record of success in inbound marketing and brand strategy.

• Leadership Skills: Strong leadership and team management skills, with a passion for mentoring and developing talent.

• Strategic Vision: Ability to think strategically and execute methodically, balancing creativity with data-driven decision-making.

• Brand Strategy: Demonstrated expertise in developing and managing brand strategies that enhance brand awareness, loyalty, and engagement.

• Technical Proficiency: Proficient in marketing automation platforms, SEO tools, and web analytics.

• Communication: Exceptional written and verbal communication skills, with the ability to articulate complex ideas clearly and persuasively.

Compensation:

$159,000 - $220,000 per annum OTE (base + variable), equity, and benefits

For cash compensation, we set standard ranges for all U.S.-based roles based on function, level, and geographic location, benchmarked against similar stage growth companies. In order to be compliant with local legislation, as well as to provide greater transparency to candidates, we share salary ranges on all job postings regardless of desired hiring location. Final offer amounts are determined by multiple factors, including geographic location as well as candidate experience and expertise, and may vary from the amounts listed above.

Working at Gladly:

Putting people first is kind of our thing. Not only is it at the core of our product, but shapes our overall culture at Gladly—from our approach to hiring, to our benefits, and how we think about our place in the community.

We have embraced remote work and make it easy for our team to work from anywhere, but we also invest in opportunities to get the teams together in person regularly.

We have a strong work ethic, but value life outside of work, too.

Gladly Beliefs:

• We win as one team: We believe the most important focus for us as a team is making the company successful.

• We are successful when our customers succeed: We are committed to understanding the needs and expectations of our customers. We provide an exceptional product along with expertise and insight to help achieve their goals.

• We believe in challenging the status quo: We know that our greatest strength is our ability to cultivate a growth mindset focused on reinventing customer service. 

• We value underdog grit: Success isnt always about having the most resources or the most experience; its about having the determination and grit to keep pushing forward especially when it’s hard.

• We strive to make every shot count: We will never have enough “shots on goal” so we strive to make every project, feature, customer presentation, the best it can be.

• We embrace transparency: We know the best outcomes come from collaboration followed by communication of and commitment to the decision.

Our focus is on people and that starts with our employees. As an employee you can count on:

• Competitive salaries, stock options

• Medical, Dental, Vision and Life insurance

• Generous paid time off

• Generous paid Parental Leave

• 401K

• Flexible Spending Accounts

• Home office stipends