Marketing Manager

$52-$62 per hour

Description:

Channel Strategy Manager / Marketing

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 Duke Energy’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 the client 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 Job Description
Additional Job Description
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