Senior Customer Marketing Manager, EMEA

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Bloomreach is building the world’s premier agentic platform for personalization. We’re revolutionizing how businesses connect with their customers, building and deploying AI agents to personalize the entire customer journey. We are taking autonomous search mainstream, making product discovery more intuitive and conversational for customers, and more profitable for businesses. We’re making conversational shopping a reality, connecting every shopper with tailored guidance and product expertise—available on demand, at every touchpoint in their journey. We’re designing the future of autonomous marketing, taking the work out of workflows, and reclaiming the creative, strategic, and customer‑first work marketers were always meant to do. All of this is built on the intelligence of a single AI engine—Loomi AI—so that personalization isn’t only autonomous… it’s also consistent. From retail to financial services, hospitality to gaming, businesses use Bloomreach to drive higher growth and lasting loyalty. We power personalization for more than 1,400 global brands, including American Eagle, Sonepar, and Pandora.

Role

As the Senior Customer Marketing Manager, EMEA, you will own the regional customer marketing strategy to drive adoption, advocacy, upsell & cross‑sell, and expansion across Bloomreach’s EMEA install base. You will partner closely with Customer Success, Sales, Product Marketing, Field Marketing and our Events team to turn customer outcomes into programs that deliver business impact.

Responsibilities

• Define and execute the EMEA customer marketing strategy aligned to regional retention, expansion, and advocacy goals. Build quarterly plans and operating rhythms.
• Work with product marketing on onboard, enable, and accelerate product adoption (e.g., in‑app education, webinars, office hours, playbooks, email nurture).
• Partner with Sales/CS on account‑based plays that unlock upsell and cross‑sell—targeted campaigns, success stories by ICP/segment, and value realisation proof.
• Grow the pipeline of public customer evidence (Deeto)—case studies, video testimonials, reviews, awards, speakers—mapped to priority products, geos, and industries and grow our base of Bloomreach ambassadors.
• Maintain a healthy EMEA reference pool; enable Sales with compliant, timely references and track coverage against priority segments.
• Lead regional user groups, roundtables, and customer events; recruit speakers, manage agencies, and drive participation and post‑event follow‑up.
• Partner on NPS/CSAT surveys, win/loss, and qualitative research. Translate insights into with Product, CS, and PMM.
• Create and localise high‑impact customer content (stories, newsletters, success kits, spotlights) tailored to EMEA audiences and languages.
• Define KPIs, build dashboards, and report on program impact (adoption lifts, expansion pipeline influenced, reference coverage, advocacy outputs).
• Ensure GDPR‑compliant consent, data handling, and reference usage; maintain accurate records and opt‑in status.
• Build trusted partnerships with EMEA Sales and CS leadership, Partner Marketing, and Comms/PR to amplify customer stories and outcomes.

Qualifications

• 6–10 years in B2B SaaS customer marketing (or closely related), with meaningful ownership of EMEA programs.
• Evidence of driving adoption, advocacy, and expansion outcomes in a multi‑product, enterprise or mid‑market environment.
• Skilled at building reference programs and generating public proof (case studies, reviews, speakers) mapped to GTM priorities.
• Strong planning, prioritisation, and cross‑functional leadership across CS, Sales, Product, and PMM.
• Ability to turn results into compelling narratives and assets for segmented audiences.
• Experience with AI (ChatGPT, Glean agents, Copy.ai), familiarity with CRM and marketing automation (e.g., Salesforce, HubSpot or similar), advocacy platforms (e.g., Influitive/SlapFive), and survey tools.
• Data fluent; sets clear KPIs, builds dashboards, and ties programs to business outcomes.
• Knowledge of EMEA market nuances and GDPR best practices.
• Fluency in English, with additional EMEA languages a plus.
• Willingness to travel within EMEA for customer events and meetings as needed.

Success Metrics (First 12 months)

• Drive cross‑sell and upsell and decrease churn.
• Reference coverage ratio for priority segments, products, and countries.
• Adoption KPI improvements for targeted cohorts (e.g., feature activation, usage depth).
• NPS/CSAT response rates and actions taken from insights.

Culture

• A great deal of freedom and trust. At Bloomreach we don’t clock in and out, and we have neither corporate rules nor long approval processes. This freedom goes hand in hand with responsibility. We are interested in results from day one.
• We have defined our 5 values and the 10 underlying key behaviours that we strongly believe in. We can only succeed if everyone lives these behaviours day to day. We\’ve embedded them in our processes like recruitment, onboarding, feedback, personal development, performance review and internal communication.
• We believe in flexible working hours to accommodate your working style.
• We work virtual‑first with several Bloomreach Hubs available across three continents.
• We organize company events to experience the global spirit of the company and get excited about what\’s ahead.
• We encourage and support our employees to engage in volunteering activities – every Bloomreacher can take 5 paid days off to volunteer.
• The Bloomreach Glassdoor page elaborates on our stellar 4.4/5 rating. The Bloomreach Comparably page Culture score is even higher at 4.9/5.

Personal Development

• We have Development Program – participating in personal development workshops on various topics run by experts from inside the company. We are continuously developing & updating competency maps for select functions.
• Our resident communication coach Ivo Večeřa is available to help navigate work‑related communications & decision‑making challenges.
• Our managers are strongly encouraged to participate in the Leader Development Program to develop in the areas we consider essential for any leader. The program includes regular comprehensive feedback, consultations with a coach and follow‑up check‑ins.
• Bloomreachers utilize the $1,500 professional education budget on an annual basis to education products (books, courses, certifications, etc.).

Well‑being

• The Employee Assistance Program – with counselors – is available for non‑work‑related challenges.
• Subscription to Calm – sleep and meditation app.
• We organize ‘DisConnect’ days where Bloomreachers globally enjoy one additional day off each quarter, allowing us to unwind together and focus on activities away from the screen with our loved ones.
• We facilitate sports, yoga, and meditation opportunities for each other.
• Extended parental leave up to 26 calendar weeks for Primary Caregivers.

Compensation

• Restricted Stock Units or Stock Options are granted depending on a team member’s role, seniority, and location.
• Everyone gets to participate in the company’s success through the company performance bonus.
• We offer an employee referral bonus of up to $3,000 paid out immediately after the new hire starts.
• We reward & celebrate work anniversaries – Bloomversaries.

(*Subject to employment type. Interns are exempt from marked benefits, usually for the first 6 months.)

Excited? Join us and transform the future of commerce experiences!

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