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Marketing Program Manager

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AQUENT is seeking for a Marketing Program Manager for 3 months to support a media/entertainment client in NYC. Responsible for retention program implementation and analysis across call centers. Manager will be accountable for understanding how specific programs impact overall retention and company churn. Programs affected contributes to sustaining the company overall subscriber count, with close to 300k saves/sales per month. The programs run across a variety of live agent and customer facing channels. Core responsibilities include development of programs, reporting, and training requirements as well as analysis and change management efforts for prospect and existing customer programs.

Duties and Responsibilities:
Provides end to end program analysis for the retention program and testing, from inception to test to launch to audit to results analysis, using program management tools as directed
Work with scripting tools/call flows to provide test language, etc for new and existing programs
Analyzes call center performance for save program in care and scripted environments – including offer mix, site performance, revenue per opportunity, tenure and CSAT
Reviews designated key performance indicators across customer lifecycle and over time
Works directly with vendor management to help drive program performance
Present data/analysis/strategy to senior management
Collaborates with Legal/Marketing/Operations teams to get approval on language and process improvements for agents
Hosts weekly program calls with key stakeholders to focus on program results, upcoming deliverables, quantitative and qualitative feedback from agents, program or financial risks. Facilitates calls to bring issues to resolution
Escalates issues in written and oral form to management for resolution
Performs other duties as assigned
Supervisory Responsibilities:
No direct reports but works across many departments
Minimum Qualifications:
BS/BA Degree in related field (marketing, business, public relations, advertising) or equivalent experience
5+ years prior work experience in call centers, sales acquisition and/or retention programs; or 5+ years marketing experience, preferably in marketing communications, brand, and/or product marketing
2+ years of Agency or Vendor operations work desired
Experience with cost-benefit analysis; analytic reporting
2 years project management experience a plus
Requirements and General Skills:
Flexibility and change management skills a must
Organization and time management skills are critical
Self starter, ability to work independently
Good public speaking and presentation skills
Ability to analyze data and interpret results
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
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
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.

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