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Sr. Mgr., Customer Engagement Marketing
Spectrum
Stamford, CT, United States
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SUMMARY
The Senior Manager, Customer Engagement Marketing is responsible for strategic development, tactical planning and performance analysis of direct marketing programs targeted to existing customers across multiple tactics including TV, Social Media/Digital, E-Mail and Billing Statement.
In this role you will recommend customer engagement campaigns and initiatives designed primarily to drive awareness and increased usage of ancillary products and features such as Video On Demand, Spectrum TV App, WiFi and Premium Packages.
MAJOR DUTIES AND RESPONSIBILITIES
• Review sales data and product usage metrics in order to develop goals, identify opportunities and recommend engagement programs designed to increase sales and product adoption
• Partner closely with internal teams, programmers and studios to develop roadmaps based on customer needs, past performance, seasonality, key programming events and product enhancements or launches
• Develop integrated tactical plans utilizing TV, Social Media/Digital, E-Mail and bill marketing as appropriate in order to increase customer awareness
• Work across cross functional teams to communicate the tactical plan, develop tracking and customer Call to Action/landing experience
• Collaborate with Product Management team to identify opportunities to leverage programming themes/interests/trends in order to increase awareness and usage of Video on Demand, Spectrum TV App and programmer apps
• Prepare monthly sales, product usage and campaign performance recaps to share with leadership and cross functional teams, and develop appropriate recommendations based on these results
• Review marketing research and industry trends in order to identify new opportunities to engage customers
• Supervisory responsibility for Manager, Customer Engagement
• Manage vendor relationships and oversee development of the monthly Video on Demand tactics including: bill insert/guide, the Barker channel, spectrumondemand.com and monthly e-mail
• Oversee Engagement Expense budget
REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
• Demonstrated leadership of direct reports
• Demonstrated experience leading large cross-functional teams
• Highly collaborative and skilled at building and maintaining relationships with internal stakeholders, vendors and programmers/studios
• Highly organized, able to manage to deadlines and quickly adapt to changing events in order to drive results
• Prior demonstrated experience working with a variety of mass media, digital and direct marketing tactics
• Ability to think strategically; analyze and interpret data to make recommendations based on expertise
• Knowledge of cable television, high speed Internet and phone products and services strongly preferred
• Highly developed capacity for teamwork and a strong focus on the customer
• Exceptional communication and organizational skills, including the ability to present results and recommendations to all levels of the organization
• Ability to work well with people from all levels of the organization, many different disciplines and varying degrees of technical and business experience
• Ability to work under pressure
• Ability to manage and foster change
Education
• Bachelor’s Degree in Business, Marketing or related discipline
Related Work Experience
• Supervisory experience or demonstrated experience leading teams: 4+ years
• Integrated Marketing management: 10 years
• Project Management: 6+ years
PREFERRED QUALIFICATIONS
• Product marketing and/or programmer relations experience
• Proven experience designing, executing and measuring integrated marketing campaigns
EOE Race/Sex/Vet/Disability
Charter is an equal opportunity employer that complies with the laws and regulations set forth in the following EEO Is the Law poster: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf
Charter is committed to diversity, and values the ways in which we are different.