Experienced Customer Marketing Analyst – Delivering Personalized Senior Care Solutions through Data-Driven Insights and Exceptional Customer Experience

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 foundation, arenaflex employees are deeply committed to the company mission to enable 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 the company values every day, which include: Mission Over Me : We find purpose in helping caregivers and their senior loved ones while approaching our work with empathy. Do Hard Things : We are 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 to stay ahead in the industry. 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 and driving business growth through data-driven insights. The Analyst will 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, the Analyst will drive B2B marketing programs directly with senior living community customers, fostering strong relationships and identifying opportunities for growth. Key Responsibilities The Customer Marketing Analyst will be responsible for: 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 teams and community customers, including listening to calls and reviewing CRM and internal systems. Responsible for driving and communicating resolutions to all stakeholders. Coaching and Direction : Provide coaching opportunities and direction to sales leaders and team members to ensure they have the tools and resources needed to succeed. Qualifications To be successful in this role, the ideal candidate will have: 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), is a plus. Communication Excellent, organized communication skills. Experience working with internal sales teams is 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 is a plus. Career Growth Opportunities and Learning Benefits At arenaflex, we are committed to the growth and development of our employees. As a Customer Marketing Analyst, you will have access to: Professional development opportunities, including training and mentorship programs. Opportunities to work on cross-functional projects and collaborate with other teams. A dynamic and supportive work environment that encourages innovation and creativity. Work Environment and Company Culture arenaflex is a remote-friendly company that values flexibility and work-life balance. Our company culture is built on the principles of diversity, equity, and inclusion, and we strive to create a workplace where everyone feels valued and empowered to contribute their best work. As a Customer Marketing Analyst, you will be part of a team that is passionate about delivering exceptional customer experiences and making a positive impact on the lives of seniors and their families. Compensation, Perks, and Benefits arenaflex offers a competitive compensation package, including: Base salary: $70k - $80k. Bonus: 10% management bonus. Benefits: 401(k) plus match, dental insurance, health insurance, vision insurance, and paid time off. Conclusion If you are a motivated and detail-oriented marketing professional looking to make a difference in the lives of seniors and their families, we encourage you to apply for the Customer Marketing Analyst role at arenaflex. With a strong company culture, opportunities for growth and development, and a competitive compensation package, this is an exciting opportunity to join a team that is passionate about delivering exceptional customer experiences. Apply now to take the first step in your journey with arenaflex! Apply for this job