EF

EF Educational Tours (ET) and Explore America (EA), divisions of EF Education First, are seeking a dynamic and driven Associate Director of Marketing to join our growing Marketing Strategy team. In this role, you’ll be responsible for working collaboratively to transform the pre-tour customer experience, leading strategy development and overseeing the integrated communications, marketing campaigns, and digital experiences that support Group Leaders (teachers who lead the tours), parents and students in preparation for their educational tour. This role is hybrid based in the Cambridge, MA office with 3 days work in office and 2 days work elsewhere. 

What you'll do: 

As Associate Director of Marketing, you will play a leading role building out strategies and delivering solutions that address the needs of customers during a critical stage of the customer journey. as they prepare for tour. This includes maintaining excitement and ensuring Group Leaders and their students are ready to travel. You’ll identify the “moments that matter” and build experiences that aligns with customer expectations. Our ideal candidate has a deep understanding of CRM and retention best practices and capabilities, a passion for innovating new solutions, and a deep desire to understand how to deliver more value to customers. Additional responsibilities include: 

• Conceive and oversee the execution of relationship marketing strategies to drive customer engagement, and retention. 
• Collaborate with cross-functional teams to align initiatives with business objectives.
• Partner closely with sales, service and digital product teams to continually enhance the customer experience as customers prepare for upcoming tours. 
• Use customer data (including talking to customers) to continually refine and optimize lifecycle marketing campaigns, closely monitoring KPIs to ensure maximum impact and ROI 
• Analyze drivers of retention, NPS, and LTV.
• Develop and refine customer segmentation strategies based on behavior and engagement metrics, ensuring personalized messaging that resonates with different audience segments 
• Lead, manage and develop a high-performing team that will meaningfully improve the customer experience across the customer lifecycle.

Who you are: 

You’re a strategic, customer-obsessed marketer with a deep understanding of relationship marketing including CRM principles, data analysis and customer segmentation. You’re passionate about driving transformation, cultivating strong relationships across the business, and understanding our product and translating that understanding into an optimal customer experience that drives retention, furthering our mission of opening the world through education. You are a hands-on, team player who lives up to our value that “nothing is impossible”. 

Skills & Qualifications: 

• 7+ years experience working in Customer Experience, Customer Lifecycle & Retention Marketing, and/or CRM Marketing roles 
• Solution-oriented and systems-focused, always thinking about how to solve a problem 
• Able to think strategically and execute tactically  
• Highly adaptable and able to work in a fast-paced, changing environment 
• Experience operating in a test-and-learn culture, driving constant iterative improvements to the customer experience 
• Strong communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and stakeholders. 
• Bonus points for… 
• Being driven and inspired by EF’s mission: opening the world through education 
• Having an enthusiastic attitude and willingness to jump in and “get your hands dirty”   
• Being naturally curious and love a good challenge   
• Having the ability to confidently make decisions and generate ideas  
• Being willing to ask for help and welcome feedback

Preferred Requirements: 

• Previously marketed to educational audiences, including teachers, students and/or families 
• Broad understanding of business-to-business and direct-to-consumer sales 
• Hands-on experience with CRM platforms, customer journey orchestration, personalization 
• Experience working across web, email, SMS, direct mail 
• Proficient in Wrike, SharePoint, BrandFolder, Confluence and/or similar project management software 

Who we are: 

The overall ET/EA Marketing and Creative team is made up of writers, designers, video editors, producers, photographers, web content developers, email and marketing automation, lead-generators, and more. We make anything the business needs and create whatever we can dream up, all in-house. Customer-first and collaboration forward, the Marketing Strategy team leverages our deep understanding of the customer and the business to drive the strategies and solutions that get more students and teachers traveling. 

Why you'll love working here: 

Work in our beautiful Cambridge, MA office, where you’ll enjoy comprehensive professional development, frequent social programming and employee-run DEIB Resource Groups and clubs. You can expect: 

• Paid international and domestic travel at least once a year (more as you grow with us)
• Eligibility for our Workplace Flexibility Program: our hybrid work model with up to two days of work-from-home flexibility work per week, after your initial onboarding
• Robust professional growth opportunities including monthly trainings, workshops, and inspiring talks with global leaders and experts
• Four weeks paid vacation your first year and ten paid holidays
• 25% company match on your 401(k) contribution  
• Excellent medical, dental, and vision coverage, along with life and disability insurance
• Wellness benefits and a yearly fitness reimbursement
• EF program discounts including travel, language schools, childcare, and more
• Dependent care, healthcare, and commuter flexible spending accounts (FSAs)  
• Discounts at local venues and businesses

Not sure you meet all qualifications? Let us decide. Research shows that women and members of underrepresented groups tend not to apply for jobs when they think they may not meet every qualification or requirement. We are committed to building a diverse and inclusive team and strongly encourage you to apply. 

About EF Education First: 

At EF we believe that the world is better when people try to understand one another. Since 1965, we have helped millions of people see new places, experience new cultures, and learn new things about the world and about themselves. Our culturally immersive education programs—focused on language, travel, cultural exchange, and academics—turn dreams into international opportunities. 

When you join EF, you join a multicultural and diverse community working across more than 600 schools and offices in 50 countries, all with one shared mission of opening the world through education. Whoever you are, whatever you are passionate about—we welcome you and want you to bring that to work every day. EF is proud to be an equal opportunity employer and we are committed to inclusion and belonging across race, ethnicity, gender, age, religion, identity, parental status, experience and everything else that makes you unique. 

Founded in Sweden in 1965, EF has school and offices around the world, including hubs in Boston, London, Mexico City, São Paulo, Shanghai, Stockholm, Zürich, and more. Learn more at https://ef.com