Lingraphica is a mission-driven organization who provides speech-generating devices to help improve communication, speech, and quality of life for people with communication impairments.  We look for candidates who enjoy working in a fast-paced, goal-oriented environment, and who share our commitment to helping individuals on their communication journey.

Purpose: The Head of Marketing – Customer Acquisition, Retention, and Experience is responsible for developing a strategic unified marketing vision that drives customer acquisition, increases brand awareness, and establishes Lingraphica as a thought leader in high-tech augmentative and alternative communication (AAC) and the go-to solution for people with communication challenges.  

This role will lead the company’s Shared Services function, which includes the Digital Marketing, Customer Service, and Sales Enablement teams. The ideal candidate will have a proven track record in developing an internal agency mindset that supports the goals and objectives of the company’s business units. Reporting to the COO, this position is a member of the Executive Team and contributes to the development of company strategies and goals. The candidate is also responsible for working with sales and marketing leaders to develop department-level strategy, ensure a seamless customer experience, align sales and marketing initiatives, and help expand our customer base to achieve our growth objectives.

Essential Duties & Responsibilities: 

Strategic Marketing Leadership: 

• Develop and implement a comprehensive marketing strategy that attracts and converts new customers and aligns with company goals. 

• Lead the creation of marketing plans, including campaign management, content development, performance analysis, and public relations. 

• Foster a collaborative culture of innovation and experimentation that builds awareness, drives engagement, and increases conversion. 

• Analyze the effectiveness of marketing initiatives and apply learnings to future activities. 

• Provide coaching, mentorship, and professional development opportunities to highly talented and dedicated teams. 

• Build and maintain strong relationships with other directors, managers, function leaders, and executives. 

• Seek and maintain relationships with notable figures, thought leaders, and influencers important to Lingraphica’s business interests. 

Digital Marketing and Content Creation: 

• Work closely with and guide the business unit marketing teams in campaign planning and implementation.  

• Apply best practices in digital marketing, including SEO/SEM, social media, and email marketing. 

• Oversee the creation of engaging, informative, and thought-leadership content tailored to the needs of our audiences. 

• Develop website strategies that grow the company's online presence, increase website conversion, and feed the sales pipeline. 

• Enhance and refine the digital advertising strategy. 

• Analyze metrics across the Sales and Marketing teams and develop best practices that optimize performance. 

Customer Experience (CX): 

• Oversee the Customer Service team and deliver a seamless customer experience. 

• Design and implement customer experience strategies (in person, over the phone, and on our websites) to enhance customer satisfaction and loyalty, while maintaining the company’s world class Net Promotor Score. 

• Continuously refine customer personas and map the customer journey to ensure our customers remain at the center of decision-making.  

• Develop and manage customer feedback loops to continually improve products and services.  

Sales Enablement: 

• Collaborate with the Sales and Marketing teams to develop effective sales tools, presentations, and training materials. 

• Support sales efforts through product training, objection handling, and coaching engagements. 

• Refine and expand post-sale training and onboarding to ensure customers get the most from our products and services. 

• Ensure consistent messaging, branding, and positioning across all Sales and Marketing channels and materials. 

Market Research and Analysis: 

• Conduct market research to identify trends, customer needs, and competitive landscape. 

• Use data-driven insights to refine strategies and identify new opportunities for growth. 

Partnerships and Collaborations: 

• Identify and establish partnerships with healthcare providers, rehabilitation centers, and advocacy groups. 

• Identify co-marketing initiatives and joint ventures to expand the company's reach and impact.

Education & Experience 

• Bachelor's degree in marketing, Business Administration (MBA preferred), or equivalent combination of education and experience. 

• 8-10 years of experience with multiple facets of marketing: digital, content, product, B2B, and B2C. At least 5 years in a leadership role, preferably within the healthcare or medical device industry, with a focus on customer acquisition.  

• Marketing agency experience (preferred). 

• 2-3 years of hands-on AAC device experience (preferred). 

• Applying new technologies (e.g. AI tools) to streamline processes (preferred). 

• Sound command of best practices in digital, product, B2B, and B2C marketing techniques. 

• Excellent leadership, communication, and interpersonal skills. 

• Ability to think strategically and creatively, with a data-driven approach to decision-making. 

• Proven track record of developing and executing successful marketing and customer experience strategies.  

• Proven project management skills. 

• Proficiency in digital marketing tools and platforms, including CRM, marketing automation, and analytics. 

• Experience with regulatory requirements and industry standards related to HIPAA, PHI, and PII (preferred). 

Knowledge, Skills & Abilities 

• Proficiency in HubSpot (preferred). 

• Competency in Microsoft applications including SharePoint, OneDrive, Word, Excel, and Outlook (preferred). 

• Thorough knowledge of web analytics, Google Adwords, and Microsoft Advertising (required). 

• Proficiency in project management systems, e.g. Trello, Wrike, ClickUp. 

• Knowledge of UI/UX best practices (preferred). 

Work Environment & Physical Demands  

Incumbent may work from home and is expected to maintain a safe, productive work environment with secure, high speed internet access.   

Travel  

Travel to Princeton, NJ, office and other domestic locations for team meetings, strategy sessions, and trade conferences may be required roughly 6 times per year.  

Accommodations   

To perform this job successfully, an individual must be able to perform each essential duty and physical demand satisfactorily. The requirements listed above are representative of the knowledge, skills, and/or abilities and physical demands required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.   

To learn more about Lingraphica, visit: www.lingraphica.com!

This Organization Participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. 

Este empleador participa en E-Verify y proporcionará al gobierno federal la información de su Formulario I-9 para confirmar que usted está autorizado para trabajar en los EE. UU.