Omnichannel Marketing Specialist

Compensation Range:

Position Summary

The Omnichannel Marketing Specialist position is responsible for administration, maintenance, and enhancement of student-facing engagement content across mutliple Marketing & Enrollment channels (Omni-channel).This role will be responsible for the strategies, implementation, and optimization of the Salesforce AI and Live Agent chat platforms to provide a world-class student experience. The Omnichannel Marketing Specialist designs processes, communication flows, and the live handoff experience from AI Chat to LiveAgent Chat. The Omnichannel Marketing Specialist works independently and with other teams & departments to ensure personalized student experiences are consistent across multiple channels (SMS, Chat, Voice, Email), and helps to optimize the engagement strategy to deliver world class student outcomes. In addition, this role is responsible for working with department SMEs to manage the NU Knowledge Base content.

Essential Functions:

• Work collaboratively with departmental leaders on projects & initiatives while contributing subject matter expertise when appropriate. 
• Monitors team and departmental benchmarks to share outcomes on enhancements and strategies. 
• Collaborate with team members interdepartmentally to design and optimize conversations and bot training according to UX guidelines. 
• Work with team members, managers, and 3rd parties in designing, deploying and maintaining the bot conversational experience, while setting the standards and principles for effective conversational processes.
• Leads the documentation of process flows, policies, procedures, project plans, and other documentation within projects and in collaboration with all constituents. 
• Communicate technical requirements and solutions to internal and external parties. Create and refine thorough, accurate flow diagrams and other related documentation to communicate the behavior of a complete conversational system.
• Work with Marketing, Creative, & UX teams to align on content for personalization and flows.
• Work with the Call Center, Enrollment, and Re-entry teams to optimize lead engagement strategies and functions.
• Deliver a live chat and chat bot experience that works toward enabling student self-service, automated personalized actions, and reducing friction points.
• Analyze student experience and performance of multiple channels (live chat, chat bot, SMS, email, voice), make recommendations for optimization, lead implementations according to initiative/project plans.
• Assist other student-facing functions with responsibilities related to contact and engagement (such as voice/QT, SMS, media, email).

SalesForce Chat Platforms

• Operate within the Salesforce Chat Platforms and follow best practices
• Knowledge of Salesforce Chat platforms integration with other Salesforce systems for a seamless student experience
• Knowledge in Salesforce chat configuration and customization.
• Become a subject matter expert on Salesforce AI Chat and LiveAgent for the organization.
• Analyst chat agents and chatbot conversations to improve the chat experience.

Reporting/Performance Management:

• Develop and utilize Salesforce AI Bot, Live Agent, and CRM reporting
• Develop tracking systems for Key Performance Indicators identified in alignment with departmental goals.
• Utilize data to make optimizations to increase conversion rates through the student journey.
• Provide regular reporting to Leadership and Stakeholders on performance.

Supervisory Responsibilities: This position has no supervisory responsibilities.

Requirements:

Education & Experience:

• Bachelor’s degree in business administration, marketing, information technology, computer science, or relevant field preferred. 
• 3-5 years experience performing duties in Salesforce ecosystem platforms; CRM, SFMC, LiveAgent, Case Management with marketing or enrollment/admissions experience strongly preferred.
• 3-5 years experience managing and/or implementing content for upper-funnel engagement strategies.
• Experience working cross-functionally to deliver outcomes in projects that impact multiple but separate teams/departments.
• Experience creating User Interface / User Experience designs for web and mobile preferred
• Strong analytical skills: Perform detailed analysis of performance and trends to provide insight and recommendations.
• Demonstrated experience in stakeholder management, building partnerships and managing and interacting with clients and internal stakeholders of different levels.
• Experience in higher education preferred.
• Experience working in a technology-driven enterprise preferred

Competencies/Technical/Functional Skills:

• Attention to detail, highly organized, and ability to execute multiple initiatives against arduous time constraints.
• Ability to work in a team-oriented environment.  Culture is what drives us.
• Ability to problem solve and create unique solutions.
• Ability to communicate clearly to a variety of constituents in both oral and written communication.
• Proficiency with reporting and analysis tools (e.g., MS Excel, etc.) required.
• UAT/Regression testing experience preferred.
• Experience supporting internal users of Salesforce platforms.
• Knowledge of some programming languages such as Apex, JavaScript, and Salesforce Object Query Language (SOQL) preferred.

Travel: No travel required

#LI-Remote

Candidate receiving offers will be offered a salary/pay rate commensurate with experience that vary based on a candidate’s qualifications, skills, and competencies.  Absent exceptional circumstances, candidates will be offered a salary within this range for this position. The minimum salary will be offered based on the minimum exemption threshold based on state of residency. Base pay is one component of National University’s total rewards package, as we are dedicated to supporting the needs of the “whole you” with our holistic approach to employee benefits by offering comprehensive well-being benefits for you and your family.  For full details about our benefit plan offerings, please visit benefits.nu.edu. For Part-time benefits, please click here.

National University is committed to maintaining a high-quality workforce representative of the populations we serve. National University employs more than 4,500 faculty and staff and serves over 45,000 students. We are united in our mission to meet the global education demands of the 21st Century and are dedicated to creating a supportive academic and work environment that allows students, faculty and staff to develop their interests and talents while experiencing a sense of community. With programs available both online and at our many campus locations, National University is a leader in creating innovative solutions to education and meeting the needs of our student population, including adult learners and working professionals.

National University (NU) is proud to be an equal opportunity employer and does not discriminate against any employee or applicant per applicable federal, state and local laws. At NU, a mix of highly talented, innovative and creative people come together to make the impact of a lifetime for each of our student learners. All qualified applicants will receive equal consideration for employment, education, and admission at National University.