Note : Hybrid – Work will be performed from both remote and onsite location.
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 channelsServe as a channel subject matter expert for contact channels to the immediate work group and other departmentsEnsures alignment with overall engagement strategies and ensures consistency of messages across audiences and other customer channelsSupports efforts to evaluate and define channel content to meet needs of identified audiencesMonitor and Manage channel specific properties dailyWork collaboratively with key internal partners to schedule and ensure ongoing content contributions are fresh, current, relevant and engagingPost / Manage / Send content on channels; be highly responsive to comments and feedbackEnsure channel content and customer experience reflect Client’s commitment to exceptional serviceTracks key issues raised by external and internal customers, conducts outreach to deeply understand concerns, and maintains up-to-date information on issuesRoutinely measure channel effectiveness and provide feedback and reporting for internal customers as part of campaigns or major communications projects through key metricsDevelop protocols, processes and procedures within the department to ensure sound workflow and work managementServes as a liaison between the business, web, marketing and creative teams to ensure delivery of customer communications in the most efficient and productive mannerServes 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 enhancementsProvide input on the prioritization process to make sure the appropriate work gets done at the right time by associated teamsServes in large project efforts acting in a Subject Matter Expert roleEnsure that channel guidelines, policies, and response strategies are aligned to customer engagement effortsStay on top of emerging technology and new media trends to better reach key audiences and drive deeper engagementRemain informed on company / industry issues and public response to those issuesProvide 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 needsPerforms other duties as assigned. Safety first, safety focusCustomer-first mindset, understands & applies VOC in daily and project workServes in storm role for channel(s)Provide staffing protocols, platform administration and training protocols for major eventsResponsibilities
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. Responsible for Vendor Management and overseeing Channel Administration and Reporting and Budgeting Works with LOBs to drive deeper customer engagement through integrated omni-channel and communication strategies that drive NPS, CSAT, and enhance the company's reputation.Serve as company expert for the contact channelsStay on top of emerging technology and trends to better reach key audiences and drive deeper engagementDevelop guiding principles for customer facing digital propertiesEnsure channel alignment with overall customer engagement strategy and ensure message consistencyPlan, design, develop and evaluate channel content to meet needs of identified audiencesTrack 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 dailyEnsure channel content and customer experience reflect Client's commitment to exceptional serviceIntegrate online communications & functionality across other complimentary digital channels or platforms to maximize the Client online presence and develop omni-channel capabilitiesWork collaboratively with key internal partners to schedule and ensure ongoing content contributions are innovative, accurate, relevant, and engagingFacilitate reporting for channel effectiveness as part of campaigns or major communications projects through key metrics & KPI developmentEnsure that channel guidelines, policies, and response strategies are aligned to customer engagement effortsDevelop protocols, processes and procedures within the department to ensure sound workflow and work managementEstablishes 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' needsRemain informed on company / industry issues and public response to those issuesProvide education to LOBs on digital channels and their benefits and uses Safety first, safety focusCustomer-first mindset, applies VOC in strategy developmentCoordinates storm roles for channel(s)Provide staffing protocols, platform administration and training protocols for major eventsCoaches and mentors peers.Required / Basic Qualifications
Bachelor’s degreeIn addition to required degree, seven (5) years related work experienceDesired Qualifications
Master’s degreeAdditional Preferred Qualifications
Customer-first, VOC directed developmentHTML, agile development process & JiraA / B testingWeb or Social : marketing and content developmentB2B or B2C customer experience developmentPower BI or similarOutbound channels : voice, email, text, and pushCross-channel communications & marketingWeb analyticsIntermediate knowledge of :Microsoft Office (Word, PowerPoint, Excel)Ability to persuade, build consensus, execute, and coachExcellent written, oral, and presentation skills in formal and informal settingsExperience at on online / Internet marketing based company or agencyAbility to translate technical information into engaging customer contentMust be proficient at identifying trends from data pulled from analytics systemsMust be proficient at extracting and analyzing online performance data and make recommendations for improvementsSavvy and knowledgeable regarding digital channel trends, innovations, and technologyHighly Organized, Detail Oriented and able to effectively multitaskAbility to coordinate work and projects with designers, copywriters5 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 DesignConsulting skills to provide technical and creative advice to clients using industry best practicesCommitment to producing error-free, superior quality workProficient in principles of project managementGeneral knowledge of the utility industry, energy efficiency, and / or sustainabilityAbout US TECH Solutions :
US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com.
US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity,
national origin, disability, or status as a protected veteran.
