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Marketing Operations Program Manager

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Job Overview
The Marketing Operations Program Manager role will support the Paid Service Marketing team by facilitating the implementation of initiatives related to: Retention, Adoption, Winback, Upsell, Crossell and Acquisition online and within our Customer Service Centers. In addition, this role will include product support related to consumer experience functional testing from activation to download to product use, during both onboarding and integration efforts and post production launch.

This position entails a high degree of responsibility and tactical coordination with day-to-day project management to deliver successful integration and execution of products, marketing campaigns and customer facing communications. This role also requires careful coordination with internal stakeholders within Paid Services, Technologies and Marketing Operations teams.

RESPONSIBILITIES:
• Manage completion of small-to-medium-sized initiatives that impact the performance and strategy of our memberships group
• Work with the Marketing and Product teams to define future offers and campaigns
• Facilitate the deployment of and customer communications that continuously articulate and reinforce the product’s value and purpose to foster retention and engagement
• Lead project stakeholder meetings to coordinate implementation of new programs and enhancements to CRM tools and applications
• Act as subject matter expert for current and future product offerings and subsequent customer experience flows
• Learn and leverage the necessary tools and technology to effectively optimize the customer experience
• Support technical the integration and deployment for new and existing products including documentation of user flows and the activation experience
• Coordinate and approve the development of training materials related to customer experience and product offerings
• Document and manage project plans, business requirements and user acceptance testing
• Document, prioritize, and communicate high-level and detailed requirements and release schedules

EDUCATION:
Graduate of an accredited 4-year college or university
BA/BS Degree in Business, Marketing or related field

SKILLS & EXPERIENCE:
1+ years Agile experience
3+ years of consumer marketing and industry-related project management experience
Experience in writing logical, detailed and complete product requirements
General understanding of call center related tools and processes a plus
Able to develop, roll out and report upon complex programs and/or initiatives
Omniture Site Catalyst experience a plus
Analytical experience for data-driven decision-making
Strong communication and writing skills
Able to thoughtfully contribute in a team environment
Passionate about customer relationship building
Proven presentation and communication skills to effectively communicate project goals verbally and visually
Able to work collaboratively with other teams including Channel Marketing, Product Management and Technology
Proven experience with identifying & resolving project impacting issues, working with members of the Project team and business SMEs to develop and implement viable solutions
Self-starter with demonstrated capability to work in a fast-paced and deadline-driven environment

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