ADT (Protection 1) Manager, ECommerce Customer Experience - Remote in Wichita, Kansas
This job was posted by https://www.kansasworks.com : For more information, please see: https://www.kansasworks.com/ada/r/jobs/11315528 Position Summary:The Customer Experience Communications Manager is responsible for end to end customer experience from initial sale and across the customer journey. He/she will be leading and implementing cross functional programs targeting enhanced experiences which result in customer engagement, improved retention, increased add ons/upgrades and other benefits. The candidate will be responsible for managing customer communications across multiple channels such as digital, email and direct mail.Key Responsibilities:Define and identify Customer Base marketing programs - promotions, offers targeting at-risk and high-value customer segments based on attributes and metricsDefine and develop Customer Lifecycle Communication campaigns (eNewsletter, ad-hoc communications, product roll-outs, trouble-shooting and eCare related campaigns, etc.)Coordinate and manage approval and implementation process across multiple channels including Marketing, IT, Legal, Sales and OperationsWork with agencies and business units to understand competitive threats and develop marketing plans to protect customer baseDevelop marketing promotions and offers that appeal to business segment using multiple tacticsManage and work closely with internal and external business partners to develop high impact creative concepts, tactical mix and messagingTrack and forecast actuals and projected advertising spend against budget targets and goalsUse campaign management solution to create customer journey and touch point to improve retention and evaluate performancePartner closely with other departments including consumer analytics, field sales and operations, Care Centers, finance on new promotions and offersTrack and monitor campaign impacts to measure efficiency of effortsWork with team members and subject matter experts to capture and translate product, operational and technical information into content that drives action and positive engagement.Demonstrate superior communications skills across departments, as cross-functional support for multiple enterprise initiatives will be common placeKPIs:Develop customer base marketing programs driving incremental gains in retentionImprove customer satisfaction by developing comprehensive customer lifecycle communications programIncrease engagement and action-based metrics across the customer baseDevelop campaign-based strategies to address issues and opportunities across the customer baseEducation:Bachelor's degree required, preferably in Marketing, Advertising or Communications.Experience:5+ years of customer experience, communications or marketing experience preferredFamiliarity with home security industry or home automation services (smart home technologies) is a plus.Strong organization skills: Ability to manage multiple competing assignments, deal with short timeframes, and prioritize deadlines.Strong interpersonal skills: Comfort with interacting with individuals at all levels Cross-functional and Executive leadership. Settings include formal, informal, one-on-one, meeting, group presentations and written / e-mail interactions.Key behavioral & interpersonal characteristics: Customer-focused, team player, solid interpersonal skills, relationship builder, positive energy, attention to detail, passion to learn, coachable, respectful, integrity, organized and self-motivated.Key Skills:Strong proficiency with Microsoft Word, PowerPoint and ExcelStrong organizational, execution skills, attention to details, bias for action, ability to balance multiple competing projectsCritical thinker who is able to move between the weeds and high-level strategyExperience interviewing and collecting information from users, stakeholders and subject matter expertsDevelopment and execution of effective marketing engagement and retention programs across all lines of businessExecution and delivery of customer strategies tied to tenure/attributes leveraging insights and analyticsCoordinate and manage projects to enhance customer experienceDevelop key metrics to measure success of campaigns that contribute to call reduction and improved retentionADT LLC is an Equal Employment Opportunity (EEO) employer. We are committed to having a diverse and inclusive workforce and do our best to foster a culture and environment where every employee feels valued. Our goal is to serve our customers and help save lives. We can achieve this goal when we have the best talent working in an environment where employees feel included and recognized. Visit us online at jobs.adt.com to learn more.