Channel Marketing Manager

Job Title: Marketing Manager II

Type of Engagement: 12-month contract

Work Location: Hybrid position located in Charlotte, NC

Candidates must reside in the Greater Charlotte, NC area.

Required Skills & Experience:

• Bachelors degree
• In addition to required degree, seven (5) years related work experience

Additional Preferred Qualifications

• Customer-first, VOC directed development
• HTML, agile development process & Jira
• A/B testing
• Web or Social: marketing and content development
• B2B or B2C customer experience development
• Power BI or similar
• Outbound channels: voice, email, text, and push
• Cross-channel communications & marketing
• Web analytics
• Intermediate knowledge of :
• Microsoft Office (Word, PowerPoint, Excel)
• Ability to persuade, build consensus, execute, and coach
• Excellent written, oral, and presentation skills in formal and informal settings
• Experience at on online / Internet marketing based company or agency
• Ability to translate technical information into engaging customer content
• Must be proficient at identifying trends from data pulled from analytics systems
• Must be proficient at extracting and analyzing online performance data and make recommendations for improvements
• Savvy and knowledgeable regarding digital channel trends, innovations, and technology
• Highly Organized, Detail Oriented and able to effectively multitask
• Ability to coordinate work and projects with designers, copywriters
• 5 years: B2B and B2C customer experience and website development; Web Based marketing and/or web content development; Landing page development; Testing, benchmarking and conversion; Privacy and regulatory requirements; Usability Testing and Use Case Scenario Design
• Consulting skills to provide technical and creative advice to clients using industry best practices
• Commitment to producing error-free, superior quality work
• Proficient in principles of project management
• General knowledge of the utility industry, energy efficiency, and/or sustainability
• Working Conditions

Job Overview:

Responsibilities will include daily support of the Enterprise Omnichannel Notification System (EONs) which includes: Ad hoc SMS/Text, Email, App Push and Outbound Voice. Supporting these channels includes database management, message creation, TCPA compliance (SMS/Text), campaign execution, tracking and reporting. Understanding of text channel governance which includes transactional text and working with other text execution teams to ensure compliance. Collaborate with cross-functional teams to execute campaigns, campaign accuracy, effectiveness, and adherence to SMS/Text legal, compliance and best practices. Assist with list and campaign design. Background in SMS/Text marketing, direct marketing, knowledge of Internet Service Providers, HTML, and Message Broadcast are desired.

Essential Job Responsibilities:

• Provide functional day-to-day support for customer contact channels (Ad-hoc SMS/Text, Email, App Push and Outbound Voice).
• Develop basic channel strategy requirements, governance, research, benchmarking and guiding principles for designated contact channels
• Serve as a channel subject matter expert for contact channels to the immediate work group and other departments
• Ensures alignment with overall engagement strategies and ensures consistency of messages across audiences and other customer channels
• Supports efforts to evaluate and define channel content to meet needs of identified audiences
• Monitor and Manage channel specific properties daily
• Work collaboratively with key internal partners to schedule and ensure ongoing content contributions are fresh, current, relevant and engaging
• Post/Manage/Send content on channels; be highly responsive to comments and feedback
• Ensure channel content and customer experience reflect
• commitment to exceptional service
• Tracks key issues raised by external and internal customers, conducts outreach to deeply understand concerns, and maintains up-to-date information on issues
• Routinely measure channel effectiveness and provide feedback and reporting for internal customers as part of campaigns or major communications projects through key metrics
• Develop protocols, processes and procedures within the department to ensure sound workflow and work management
• Serves as a liaison between the business, web, marketing and creative teams to ensure delivery of customer communications in the most efficient and productive manner
• Serves in this capacity for storm response.
• Manages and prioritizes strategic enhancements to contact channels and emerging functionality such as automation and personalization.
• Works with Business Technology Solutions team (BTS) to set and document business requirements for enhancements
• Provide input on the prioritization process to make sure the appropriate work gets done at the right time by associated teams
• Serves in large project efforts acting in a Subject Matter Expert role
• Ensure that channel guidelines, policies, and response strategies are aligned to customer engagement efforts
• Stay on top of emerging technology and new media trends to better reach key audiences and drive deeper engagement
• Remain informed on company/industry issues and public response to those issues
• Provide education to partners and stakeholders on digital channels and their benefits and uses.
• Monitor channel to gather intelligence, identify opportunities, improve or expand self-service functionality, improve business processes and respond to customer’s needs
• Performs other duties as assigned. Safety first, safety focus
• Customer-first mindset, understands & applies VOC in daily and project work
• Serves in storm role for channel(s)
• Provide staffing protocols, platform administration and training protocols for major events
• Responsibilities
• Provides strategy definition and digital channel optimization, with a focus on interfaces to other contact channels.
• Coordinates ongoing logistics of digital channel programs including capability research & benchmarking, channel impact assessment for marketing and self service efforts, and high level requirements for channel optimization.
• Serves as an expert on emerging digital best practices.
• Serves as an internal consultant to the business teams in developing strategy, launch activities and evangelizing channel content and functionality in support of marketing efforts for products and customer self-service functions.
• Serve as company expert for the contact channels
• Stay on top of emerging technology and trends to better reach key audiences and drive deeper engagement
• Develop guiding principles for customer facing digital properties
• Ensure channel alignment with overall customer engagement strategy and ensure message consistency
• Plan, design, develop and evaluate channel content to meet needs of identified audiences
• Track key issues raised by external and internal customers, conducts outreach to deeply understand concerns, and maintains up-to-date information on issues
• Manage the day-to-day channel presence, internally and externally, as it relates to customer -facing online communication channels.
• Monitor and Manage channel specific properties daily
• Ensure channel content and customer experience reflect commitment to exceptional service
• Integrate online communications & functionality across other complimentary digital channels or platforms to maximize the online presence and develop omni-channel capabilities
• Work collaboratively with key internal partners to schedule and ensure ongoing content contributions are innovative, accurate, relevant, and engaging
• Facilitate reporting for channel effectiveness as part of campaigns or major communications projects through key metrics & KPI development
• Ensure that channel guidelines, policies, and response strategies are aligned to customer engagement efforts
• Develop protocols, processes and procedures within the department to ensure sound workflow and work management
• Establishes and maintains effective working relationships with internal and external personnel to remain a knowledgeable advisor and partner.
• Monitor channel to gather intelligence, identify opportunities, improve or expand self service functionality and respond to customers' needs
• Remain informed on company/industry issues and public response to those issues
• Provide education to LOBs on digital channels and their benefits and uses Safety first, safety focus
• Customer-first mindset, applies VOC in strategy development
• Coordinates storm roles for channel(s)
• Provide staffing protocols, platform administration and training protocols for major events
• Coaches and mentors peers.