POSITION DESCRIPTION

POSITION TITLE:  Customer Relations and Email Marketing Associate

REPORTS TO:  Director, Marketing & Communications

FLSA:  Exempt

DATE:  2014

Send resumes to: [email protected]

 

SUMMARY:

Annenberg Foundation is seeking an experienced Customer Relations and Email Marketing Associate.  This is a critical role within the organization and will report directly to the Director of Marketing and Communications. The Customer Relations and Email Marketing Associate will be responsible for the management of Annenberg Foundation’s multi-layered email marketing program and related systems. He/She will help set strategic direction of the CRM application (Salesforce) while ensuring a balance between organization and guest/constituent objectives. The Customer Relations and Email Marketing Associate must be confident and capable in all facets of Salesforce and a variety of email service provider platforms. This role will work closely with organization stakeholders and cross-functional leaders, partnering with them to leverage constituent insights and behaviors to develop innovative marketing and communications strategies and tactics. The development of both consumer and business related email communication plans and strategies will be a critical area of focus for this role. 

 

Annenberg Foundation is a quickly evolving non-profit organization. The ideal candidate will therefore posses a strong intent to adapt and excel, while supporting the organizational mission through exceptional technological acumen and delivery.  The ideal candidate is a mission-driven, service-minded certified Salesforce Administrator (or equivalent), is device and systems agnostic with an exceptional degree of technical acumen and very strong project management skills.  A good natured and motivated team player with a high level of personal responsibility is a pre-requisite for success in this role. 

 

ESSENTIAL JOB FUNCTIONS: The list that follows is not intended to be comprehensive; it is intended to provide a representative summary of the major duties and responsibilities of the position.  Incumbents may not be required to perform all duties listed, and may be required to perform additional, position-specific tasks. 

 

·      Assume the role of primary business owner of Annenberg Foundation email marketing and CRM platforms, providing strategic direction within the organization.

 

·      Manage the organization’s migration to Salesforce and centralize constituent contact information from various application databases, including: Outlook, Constant Contact, Gifts, ACT! and Great Plains.

 

·      Partner with our internal and external technology teams to develop product road maps for the new CRM platform.

 

·      Proactively assist the organization in realizing the full value of the CRM application and look for opportunities to realize a return on the investment to include but not limited to increase the productivity of staff, re-engineer business processes to improve efficiencies, leverage automation, etc.

 

·      Lead email marketing program, developing contact strategies and partnering with functional areas for the development of content and creative.

 

·      Work with internal and external (vendor) resources to ensure email marketing platform and associated databases are properly configured and capturing all appropriate data elements to drive broad reach and targeted efforts.

 

·      Create analytics processes to understand consumer insights and better identify guest behaviors and brand engagement.

 

·      Develop segmented communications and predictive modeling strategies that maximize spend, retention, frequency and loyalty.

 

·      Manage the creation of reporting dashboards through current CRM system and 3rd party vendors to highlight trends, segment shifts and behaviors.

 

·      Partner with various functional teams including Annenberg Ventures and Annenberg Learner to determine and implement strategies for the increase in capture rates of qualified guest data across all customer touch points.

 

·      Monitor and influence KPIs of key initiatives through consistent optimization and embracement of a “test & learn” mindset.

 

·      Create customer segment level contact plans and customer experience maps.

 

KNOWLEDGE, SKILLS AND ABILITIES:

 

·      Extensive experience with data and analytics and leveraging analytics to plan and drive sales and marketing efforts

 

·      Extensive experience in launching and managing the Salesforce CRM application including:

o   Managing access to contact information including restricted access to VIP information

o   Managing user groups

o   Managing database fields and pull down options to meet changing organizational needs

o   Creating and modify reports as needed

o   Supporting the flow of contact information to/from web databases

o   Providing organizational support for surveys

o   Providing support for and/or conducting mass mailings, event attendance tracking, offers, social media campaigns, etc.

o   Managing the oversight, maintenance and periodic clean up the constituent contact database, including validating email addresses, eliminating invalid/old addresses, researching and updating stale information

 

·      Experience managing a wide variety of email service providers including Outlook, Constant Contact, Gifts, ACT! and Great Plains

 

·      Experience working across and influencing cross-functional teams including IT, Marketing, E-Commerce, vendors/consultants, etc.

 

·      Experience with interfaces between CRM and ESP systems

 

·      Strong interpersonal, partnership and influence management skills

 

·      Superb project management expertise including excellent multi-tasking, prioritization and organization skills

 

·      Comfort with a fast-changing environment

 

·      Hands-on, results-driven mentality

 

SUPERVISORY RESPONSIBILITIES:  Position may periodically supervise temporary staff members.

 

PRIMARY INTERACTIONS:  Regular contact with the Annenberg Foundation staff and its affiliated LLC’s as well as Marketing and Communication consultants, partners and vendors.

 

EDUCATION AND EXPERIENCE:

 

·      5+ years of experience in core disciplines of Marketing (e.g. segmentation, digital marketing channels, email marketing, customer engagement and loyalty program, etc.)

 

·      3+ years of email marketing experience (strategy, creative direction, CAN-SPAM, related systems/vendors and analytics)

 

·      BA in Business or Marketing field, or related experience

 

WORKING CONDITIONS:

 

·      Works primarily in an office environment but may also spend time on site visits or in public venues – use of computers requires hand/wrist motion and visual focus – requires extensive review of written and visual materials and archival documentation.

 

 

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