Overview

Universal Windows Direct - Digital Marketing Specialist

The Digital Marketing Specialist role provides an outstanding opportunity to have a direct impact on the experience of customers and public perception of both Universal Windows Direct and The Bath Authority. This role will generate leads through prior customer outreach via email and SMS and seek out opportunities to convert users on social media into leads. They will also fetch reviews from prior customers and work with customer-facing employees to train and motivate them to fetch reviews upon customer interaction. Coupled with this, we’ll tap your knowledge to assist with other marketing tasks as needed.

Compensation And Benefits

· Competitive Salary 

· Medical, Dental, and Vision Insurance

· Supplemental Insurance

· 401(k), matched by UWD

· Paid Time Off

· Hybrid work environment

· Growth potential

Responsibilities

• Responds to customer reviews, messages, comments, and other requests on social media and business listing websites—such as Google My Business, Angie’s List, and the Better Business Bureau while identifying common trends in feedback and working with the proper internal stakeholders to develop action plans.
• Generate positive customer reviews and referral business by identifying highly satisfied customers and soliciting them.
• Supply monthly and quarterly reports to Management outlining the current state of Customer Satisfaction at our company, based on NPS score and KPI evaluation.
• Grow our customer referral program via outreach and other promotions through A/B testing different tactics.
• Refine customer communication platforms to ensure it is concise and accurate at every stage of the funnel. This includes but is not limited to email. SMS, and online chat.
• Manage the customer experience by working directly with Department Heads to resolve any outstanding questions or complaints.
• Assist with other advertising tasks on an as needed basis.

Qualifications

• Excellent understanding of social media, business listings websites, and other platforms in which businesses engage with their customers.
• Ability to identify response opportunities for clients on social, an intuition of when to escalate/engage further.
• Analytical mind to look at insights and start to tell a story through them that is easily digestible for internal stakeholders.
• Exceptional writing, editing, communication, and research skills.
• Project management skills and attention to detail
• Excellent communication and writing skills.
• Experience with Sprout Social (or other Social Media Management platforms), Birdeye (or other Review Management Platforms), MS Office, and CRM Systems is nice to have.
• 1-2 years’ experience working in social media or marketing and bachelor’s degree in marketing, communications, or other related field.

UWD is an Equal Employment Opportunity Employer

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