Channel Marketing Manager II

Job Title : Marketing Manager II

Type of Engagement : 12-month contract (Not open to 3rd party C2C consultants. Visa sponsorship is not available)

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

Big Bonus Points if you Have :

Masters degree

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 issuesManage 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.

Job Requisition #39273

A reasonable estimate of the pay range for this role is $53.30 - $58.30 per hour. The disclosed pay range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled.  The compensation decisions are dependent on the facts and circumstances of each case, such as skills and experience levels.

Meet APC

APC is a professional staffing and services organization focused on engaging people and positively impacting lives. As “Professionals serving Professionals”®, we take pride in providing our employees and contractors with the highest level of customer service and support.

APC is committed to creating a diverse work environment and is proud to be an Equal Opportunity Employer.  All qualified candidates will receive consideration without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, genetics, or veteran status.

Salary : $53 - $58