MARKETING OPERATIONS MANAGER

Remote / Ann Arbor, MI

THE OPPORTUNITY

A non-profit organization that focuses on restoring sight and preventing blindness through the healing power of donation, transplantation and research is hiring a Marketing Operations Manager who will be responsible for planning, developing and managing the technical aspects of key marketing systems, customer experience technologies, and customer journey improvements that drive revenue, engagement and retention. The individual in this position will also be expected to provide hands-on development, training, implementation and metrics reporting as distinct projects or part of overall integrated marketing and communications initiatives to advance the organization's mission and business goals.

Essential Job Functions:

  • Leads the development of and manages project plans with internal teams to map customer journeys and utilize customer personas, satisfaction surveys, metrics, marketing/communications technologies, software, integrations, workflow, automation and other marketing and customer experience practices to measurably improve customer insight, marketing, service and experience.

  • In partnership with internal stakeholders and leadership, develops, implements, and provides ongoing management of inbound and outbound marketing strategies, tactics and campaigns that drive revenue, customer engagement and retention.

  • Manages ongoing utilization, planning, integrations and automations and improvement of the organization’s customer relationship management (CRM) software, systems and processes, supporting all departments and teams in effective practice. Collaborates with internal stakeholders to identify needs, provide training, and implement standards and solutions for the organization.

  • Manages and maintains the organization’s website content management system (CMS) and marketing and communications digital platforms with the Marketing and Communications team to ensure best practices in search engine optimization (SEO)/search engine marketing (SEM), digital marketing (including email and social media), customer journey, and user interface/user experience (UI/UX) industry standards as well as keep pace with evolving industry trends.

  • Manages all customer marketing projects and activities as distinct projects or part of overall integrated plans for conferences/industry activities, new products, training and offerings, webinars/digital meetings, programs and service launches, including web content, digital marketing including social media, and multimedia marketing. Implements and analyzes all practices and activities.

  • Researches and builds platforms, processes, integrations and technology/software with seamless launch, implementation and ongoing utilization and evaluation feasibility and functionality that improves customer engagement and experience.

  • Develops, coordinates and provides marketing and sales analytics, customer insights and other market research, data and recommendations to inform marketing, customer experience and new service/program planning and development as well as strategic and project plans. Creates, deploys and evaluates customer surveys with focus on customer journey touchpoints, products and services to inform continuous improvement and outcomes.

  • Creates and maintains metrics reports on marketing activities and corresponding effectiveness in relation to overall business goals.

  • Develops robust KPIs and scorecards for marketing performance monitoring and optimization efforts.

  • Audits all service line, product, positioning and program opportunities, projects, and campaigns to identify trends and system improvements, with a particular focus on informing sales processes and techniques, lead engagement, and customer retention and response efforts.

  • Manages company/internal stakeholder access to approved training collateral, guidance, standards and resources. Maintains department files/archives of developed projects and plans. Develops and provides guidance, templates and tools for internal use in implementing and leveraging content, tactics and tools where appropriate and beneficial in increasing engagement and results that measurably improve customer insights, marketing, service and experience.

  • Develops and delivers detailed project/work plans, schedules, budgets, evaluation and reporting. Communicates and coordinates project responsibilities, including managing workflow, deadlines and ongoing progress across departments. Provides guidance, troubleshooting and support for peers and leadership throughout project implementation to ensure outcomes and on-time, onbudget completion.

  • Builds and sustains strong, effective relationships with depth and understanding to deliver effective consultation in assessing needs and determining project direction with internal stakeholders and the Marketing & Communications team.

  • Maintains current knowledge of industry trends and stays up to date with professional and technical knowledge in marketing, communications and customer experience technologies and practices.

  • Demonstrates a commitment to the mission and values of company.

  • Other duties: New tasks, duties and responsibilities may be added at any time, with or without notice to the employee. This job description is not intended to cover or describe all of the tasks, duties and responsibilities the employee may be required to or asked to perform.

WHO YOU ARE

Qualifications:

  • Undergraduate studies in marketing or related field (preferred).

  • Experience: 5-7 years of experience in integrated multichannel marketing, operations and analytics including digital, inbound/outbound, account-based marketing (ABM), automations, lead generation, email marketing, customer relationship management (CRM), database management and workflows, content management systems, web development, analytics and user interface (UI)/user experience (UX).

  • Strong experience with creating, integrating and managing workflows and processes to track customer engagement and issues.

  • Proven oral and written communications skills, and project management among teams including management and peers.

  • Outstanding analytical skills. Highly skilled in CRM development and management (HubSpot/Salesforce Marketing Cloud/Virtuous) and CMS platforms (WordPress).

  • Skilled in multiple marketing, communications, project management and ticketing platforms and software (Jira) as well as Microsoft Office suite.

  • Excellent organizational and time management skills.

  • Advanced knowledge and application of brand principles, product marketing and positions, integrated marketing/communications best practices, content management systems, web publishing and blog management (WordPress); digital marketing and CRM platforms (HubSpot/Salesforce/Virtuous); website analytics (Google Analytics/Google Tag Manager; Hotjar); SEO & SEM best practices; email marketing best practices and platforms; applied knowledge of e-commerce, SEO/ SEM tactics and industry standards, plugins/apps, staging/testing environments, hosting platforms and database management as they relate to website integration. Ability to support social media campaigns, particularly paid efforts. 

  • Basic HTML, CSS, JavaScript and PHP skills, basic videography and photography experience including editing and post-production, and basic knowledge of Adobe Creative Suite, are a plus.

THE GOOD STUFF

Benefits:

  • Generous PTO and eight days of holiday pay.

  • Paid maternity and paternity leave.

  • Affordable Medical, dental, and vision plan options.

  • 403(b) employee retirement plan that includes a generous company match.

  • Reimbursement for qualifying Bachelor’s or Master’s degree coursework to encourage employee development.

 

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