National University

Omnichannel Marketing Specialist

National University

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Job Level

Mid-LevelSenior

About the role

  • The Omnichannel Marketing Specialist position is responsible for administration, maintenance, and enhancement of student-facing engagement content across multiple 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.
  • 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.
  • 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.

Requirements

  • Bachelor’s degree in business administration, marketing, information technology, computer science, or relevant field required.
  • 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.
Benefits
  • comprehensive well-being benefits for you and your family

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
SalesforceSalesforce Marketing Cloud (SFMC)LiveAgentCase ManagementUser Interface designUser Experience designcontent managementdata analysischat bot implementationomnichannel engagement strategies
Soft skills
analytical skillsstakeholder managementcollaborationcommunicationproject managementpartnership buildingproblem-solvinginterdepartmental teamworkclient interactionleadership