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Marketing Program Manager

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We are looking for a contractor for at least 3 months as a marketing program manager.
Position Summary:
Manager is responsible for managing programs and projects that impact the customer experience in Care. Incumbent has specific responsibility for managing the Care Customer Satisfaction program, all initiatives related to improving the customer experience. Core responsibilities include program design, key metric development, program analysis, survey vendor and reporting management and correlation of LC Satisfaction programs and Quality.
Duties and Responsibilities:
• Provides 360 degree program management around customer experience
• Manages customer satisfaction survey vendor including on-going vendor commitments and enhancements to survey design, implementation and report center.
• Identifies, analyzes and reports out on key performance metrics that reflect customer experience;. Identifies issues impacting performance and creates actions around analytical insights
• Has significant interaction with LC Ops in defining programs objectives and customer experience related KPIs. Also represents Care point of view to the business and is a stakeholder in Care impacting customer satisfaction.
• Supports vendor and call centers in meeting needs identified to drive performance around key metrics utilizing the necessary support functions; training, reporting, quality
• Identifies key metrics and reporting requirements to the reporting teams needed to track performance
• Provides input and guidance in all Care and business initiatives that impact the customer experience.
• Performs other duties as assigned
Supervisory Responsibilities:
• There are no supervisory responsibilities associated with this job
Minimum Qualifications:
• BS/BA Degree and/or equivalent combination of education and experience preferred
• 3+ years prior work experience in combination of operations, program management and marketing
• Ideally 2-3 years program/project management
• 2 years of customer service call center (or equivalent providing support for call center programs and projects) desired
• Experience with customer surveying a plus
Requirements and General Skills:
• Organizational skills critical and ability to document process and procedures
• Ability to run multiple programs concurrently in fast paced environment
• Must be comfortable with short turnaround timeframes and urgent issues requiring resolution
• Strong analytical background highly desired
• Good public speaking and presentation skills
• Interpersonal skills and ability to interact and work with staff at all levels
• Excellent written and verbal communication skills
• Ability to work independently and in a team environment
• Ability to pay attention to details and be organized
• Ability to project a professional image over the phone and in person
• Commitment to “internal client” and customer service principles
• Ability to handle multiple tasks in a fast paced environment
• Willingness to take initiative and to follow through on projects
• Spelling, grammar, proofreading and editing skills
• Strong organizational skills and attention to details
• Creative writing ability
• Strong interest in current events and pop culture, as related to assigned channels / programs
• Comfortable working with talent, artists and high profile individuals
• Excellent time management skills, with the ability to prioritize and multi-task, and work under shifting deadlines in a fast paced environment
• Must have legal right to work in the U.S.
Technical Skills:
• Thorough knowledge of MS-Office Suite (Word, Excel, PowerPoint, Access)

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