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Marketing Operations Coordinator

Houston, TX
The Digital Communications & Campaign Ops Coordinator is responsible for supporting products and services that include operational analysis and implementation support for Retail 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 Coordinator possess skills and knowledge to support, effectively address and resolve issues by liaising with all 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 and/or database solutions to support new business and operational activities
  • Leverage existing software and/or create new tools to automate repetitive and repeatable processes
  • Continually evaluate effectiveness of Marketing Execution processes and initiate process and system improvement 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 for Retail campaigns, new product development and project delivery
  • 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
Product specific:
  • Work with Product Development teams to ensure that new product documentation and requirements are complete
  • Communicate Product Development status regularly to key stakeholders
  • Manage the Product Development project queue and work with IT to prioritize through schedule conflicts and ensure timely delivery
  • Manage the development, implementation, testing, and launch of new Products with IT and Operations
  • Serve as the post-launch product expert for resolution of operational and customer concerns/questions.  Refer issues as necessary for further analysis/decisions
  • Serve as Subject Matter Expert for product development applications ensuring required results are being delivered
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 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
Undergraduate degree from accredited four-year college or university is required with focus on operations, computer science or engineering preferred. 
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
  • Ability to work long hours when required
  • 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
  • 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

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