What are the responsibilities and job description for the Channel Strategy Manager / Marketing Mgr II position at eTeam?
Job Title : Channel Strategy Manager / Marketing Mgr II
Location : Charlotte, NC
Duration : 12 Months
Hybrid 3 days in office
Job Description : Position Summary
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.
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 Client's 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 Client 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 Client's commitment to exceptional service
Integrate online communications & functionality across other complimentary digital channels or platforms to maximize the Client 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.
Required / Basic Qualifications :
Bachelors degree
In addition to required degree, seven (5) years related work experience
Desired Qualifications
Masters degree
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
Hybrid - Work will be performed from both remote and onsite location. However, hybrid employees should live within a reasonable commute to Charlotte Plaza Building
Specific Requirements
Bachelor's degree and 5 years of related work experience or Master's degree and 3 years of related work experience
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