Omnichannel Marketing Specialist

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National University

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Education • B2C • Social Impact

National University is a higher education institution dedicated to providing accessible and quality education to a diverse range of students, including non-traditional learners and military-affiliated students. It offers a variety of undergraduate, graduate, and doctoral programs across multiple disciplines such as education, business, healthcare, social sciences, and technology. National University emphasizes a supportive learning environment and innovative teaching methods, aiming to empower students and enrich their academic and professional journeys.

1001 - 5000 employees

📚 Education

👥 B2C

🌍 Social Impact

📋 Description

• 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