Job Description

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

• • 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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