Omnichannel Marketing Specialist

National University

3d•$62,579 - $84,480•Remote

About The Position

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.

Requirements

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
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.

Nice To Haves

Experience in higher education preferred.
Experience working in a technology-driven enterprise preferred
UAT/Regression testing experience preferred.
Knowledge of some programming languages such as Apex, JavaScript, and Salesforce Object Query Language (SOQL) preferred.

Responsibilities

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).
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.
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.

Benefits

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.
National University prioritizes our employee’s well-being and growth by offering competitive pay and benefits packages, development and advancement opportunities, remote-first work perks, and more.

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