Marketing Manager II
Hybrid - Charlotte, NC
Contract to Full-Time Hire (W2), Weekly Pay (40 hours/week)
Pay Rate: $50/hr.
Calculated Hire is in search of a Marketing Manager II for our Utility company partner Marketing Management team. You will be responsible for the following:
Job Description
• 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
Required/Basic Qualifications
• Bachelors degree
• In addition to required degree, five (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
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