Channel Marketing Manager

Channel Strategy Manager / Marketing Manager II

Location: Hybrid (3 days in office)

Position Overview:

The Channel Strategy Manager will manage and support the Enterprise Omnichannel Notification System (EONs), overseeing key communication channels such as SMS/Text, Email, App Push, and Outbound Voice. This role is responsible for database management, campaign execution, compliance with TCPA regulations, reporting, and optimization of customer engagement strategies. The manager will collaborate cross-functionally to ensure accurate, effective, and legally compliant campaigns while driving improvements in channel performance.

Key Responsibilities:

Channel & Campaign Management:

• Provide daily support for SMS/Text, Email, App Push, and Outbound Voice communication channels.
• Ensure channel messaging aligns with overall customer engagement strategies and maintains consistency across platforms.
• Develop and execute contact channel campaigns while ensuring compliance with legal and regulatory standards.
• Monitor and manage channel properties, ensuring content is up-to-date, engaging, and relevant.
• Collaborate with internal teams to design campaigns, execute marketing strategies, and analyze effectiveness through reporting and key metrics.
• Ensure seamless integration across digital marketing platforms and emerging communication technologies.

Governance & Compliance:

• Maintain compliance with TCPA (Telephone Consumer Protection Act) regulations and other relevant legal guidelines for SMS/Text communication.
• Serve as the subject matter expert (SME) on channel governance, ensuring adherence to industry best practices.
• Develop protocols, processes, and internal guidelines for campaign execution and workflow efficiency.

Strategy & Optimization:

• Develop channel strategy requirements, including research, benchmarking, and defining best practices for contact channels.
• Identify trends, analyze data, and provide insights for continuous improvement and innovation.
• Work closely with the Business Technology Solutions (BTS) team to define and document business requirements for platform enhancements.
• Stay updated on digital marketing trends, customer engagement strategies, and emerging technologies.
• Recommend improvements based on analytics, user feedback, and industry innovations.

Collaboration & Cross-Departmental Engagement:

• Act as a liaison between business, marketing, web, and creative teams to ensure efficient content distribution.
• Educate stakeholders on digital channel capabilities and provide guidance on leveraging these tools for customer engagement.
• Lead training initiatives for internal teams on platform administration and best practices.

Crisis & Event Support:

• Serve in storm response roles to manage urgent communications through digital channels.
• Develop staffing protocols and training materials for major events or crises requiring rapid communication deployment.

Required Qualifications:

• Education: Bachelor’s degree in marketing, business, communications, or a related field.
• Experience: Minimum of 5 years in a related role (or Master’s degree with 3 years of experience).

Preferred Qualifications:

• Strong background in customer engagement and digital marketing.
• Proficiency in HTML, Agile development methodologies, and tools like Jira.
• Experience in A/B testing, Power BI, and analytics for measuring campaign effectiveness.
• Familiarity with outbound communication channels such as voice, email, text, and push notifications.
• Strong project management and consulting skills.
• Ability to extract insights from analytics tools and recommend data-driven improvements.
• Experience in the utility industry, energy efficiency, or sustainability is a plus.

Work Conditions:

• Hybrid Schedule: Work is performed both remotely and onsite (must be within a reasonable commute to Charlotte Plaza Building).
• Storm Response: May require involvement in crisis communication management for emergency events.