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Digital Communications Operations Analyst

Posted 16 days ago

Terrific Long-Term Contract Opportunity with a FULL suite of benefits!

Fully remote opportunity for a Houston based energy client. The Digital Communications & Campaign Operations Analyst is responsible for supporting products and services that include operational analysis and implementation support for mass marketing products, campaigns, customer marketing programs, marketing channels, regulatory activities and key mass customer correspondences and e-communications.

In this role, the Digital Communications & Campaign Ops Analyst possess skills and knowledge to support, effectively address and resolve issues by liaising with all company brands and departments to accomplish results for the Residential, Small Business and Builder/Multi-Family market segments. Interacting with multiple functional groups (e.g. Marketing, Legal, Regulatory, Customer Care, Channel Management, Transaction Processing, Billing, IT, Credit/Collections/Remittance Processing, Online, Third Party Partners, Database Operations) is imperative.

Essential Duties/Responsibilities:

  • Designs/implements/manages robust processes to support new business and operational activities
  • Develop approach documentation, process flows, and/or business requirements for new Marketing and Operational capabilities and products needed to support campaigns, including all cross-functional stakeholders from operations and IT in the review
  • Identifies issues when they arise, quickly diagnoses root cause, and implements appropriate solution and escalates accordingly
  • Develops deep subject matter expertise in key operational tools as necessary
  • Monitors key operational metrics and responds as necessary to ensure consistently superior operational performance
  • Evaluates existing operational processes to ensure appropriate controls are in place and maintains process documentation for all recurring processes
  • Facilitate cross-functional team discussions to develop timelines
  • Deliver status updates to key stakeholders at regular intervals
  • Highly motivated, comfortable working both independently and in a team environment with proven record of accomplishing goals and tasks on time
  • Manage multiple, concurrent projects and able to deliver
  • Perform daily execution tasks, conducts audits and prepares reconciliation reports with a focus on timeliness, accuracy, and customer impact
  • Creates, coordinates and executes user acceptance test plans to ensure successful launch of new capabilities
  • Communicate information effectively to cross-functional teams in both written and oral form
  • Able to create and deliver presentations
  • Requires very little direction to get the job done
  • Must exercise initiative, good judgment, and professionalism
  • Adheres to strict timelines in order to meet project deadlines


E-Communication specific:

  • Develops communications, content and data element mapping
  • Monitor customer communications for multiple brands - both automated and manual - to ensure compliance with rules, internal policies and regulatory guidelines
  • Perform quality assurance tests to ensure links, image, subject lines, and dynamic elements are functioning correctly
  • Interaction with internal and external clients is needed to understand e-communication requirements and deliverables
  • HTML & CSS coding, proofing, editing and troubleshooting
  • Liaise with internal stakeholders along with external clients to understand the requirements for each campaign
  • Participate in the creative discussions to develop solutions for stakeholders
  • Develop digital communication strategies and oversee the implementation
  • Responsible for monitoring the effectiveness of the website and other digital platforms
  • Aware of SMS compliance, best practices and industry standards
  • Familiar with the CAN-SPAM Act

Education:

  • Undergraduate degree from accredited four-year college or university is required with focus on operations, computer science or engineering preferred.
Experience:
  •  
  • 2-4 years of professional experience required
  • 1-2 years of experience with e-communications

Additional Knowledge, Skills and Abilities:

  • Knowledge of retail competition, customer protection rules, Competitive Retailers
  • Solid negotiation and conflict resolution skills
  • Demonstrates strong customer service skills with both internal and external customers
  • Work effectively and build relationships with people at all levels - solid team player
  • Comfortable working with cross-functional business team composed of people with diverse backgrounds
  • Demonstrates ability in facilitating clear and concise conversations in conference calls over the phone and/or web
  • Demonstrates strong work ethic
  • Proficient in MS Word, Excel, PowerPoint and Visio software
  • SQL experience preferred
  • HTML, Dreamweaver, and Photoshop experience is preferred
  • Experience with Salesforce Marketing Cloud preferred
  • Experience with Litmus
  • Comfortably handles risk and uncertainty as appropriate for level of responsibility
  • Ability to handle and meet aggressive, metric oriented deadlines while maintaining a high degree of accuracy
  • Able to handle multiple tasks simultaneously
  • Makes good business judgments/decisions
  • Attention to detail
  • High initiative
  • Results-oriented
  • Self-disciplined
  • High level of honesty and integrity
  • Proficient in Microsoft Office products (Word, Excel, Visio, Power Point, Access)
  • Knowledge of SAP/CRM preferred