Customer Experience Marketing Specialist
Discovery Communications
Silver Spring, MDThis was removed by the employer on 5/3/2018 2:30:00 PM PST
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Full Time Job
***If you accept a position with Discovery Education you will be an at- will employee under Discovery Education and eligible for Discovery Education benefits and compensation plans. This role is not a Discovery, Inc. position.***
Our Team
Discovery is the number-one nonfiction media company, with a reach that encompasses television as well as digital media, retail products and online educational services. Our goal of helping people to explore their world and satisfy their curiosity depends on maintaining a creative and entrepreneurial environment where individual expression, achievement and recognition go hand-in-hand with our business objectives and performance.
Discovery Education is the global leader in standards-based digital content for K-12 classrooms, transforming teaching and learning with award-winning digital textbooks, multimedia content, professional development, assessment tools, and the largest professional learning community of its kind. Discovery Education partners with districts, states and like-minded organizations to captivate students, empower teachers, and transform classrooms with customized solutions that accelerate academic achievement. Discovery Education's services are available not only in half of all U.S. schools, but in half of all English primary schools, numerous institutes of higher learning, and in 50 countries around the world.
The Role
The Customer Experience Marketing Specialist (CXMS) is responsible for providing marketing support for the Customer Experience team to achieve retention, loyalty and renewal revenue goals. This role will support the CX marketing team in implementing marketing strategies, targeted communications and merchandising initiatives across our partner district(s) in order to:
• drive usage of Discovery Education services,
• build wider awareness for our Customer Success services,
• grow Community participation in programs and initiatives,
• increase the uptake of Professional Development, and
• drive toward renewal revenue goals
The CXMS will work with the Director of Customer Experience Marketing to quantify the impact of the marketing activities in achievement of these goals.
Responsibilities
Usage Stimulation and Customer Communication Strategies
1. Work with Customer Experience team to execute multi-channel usage stimulation campaigns to embed Discovery Education services across our partner district(s)
2. Develop audience segments, lists and reporting mechanisms to drive engagement and demonstrate success factors and ROI
3. Be responsible for keeping various marketing channels up-to-date with current timely content, events, or usage campaign promotions.
4. Build and executive email campaign using Salesforce Marketing Cloud or other marketing automation platforms
5. Create, and maintain various customer experience web pages
6. Drive increased awareness of CX events
7. Work with Director to develop and execute a relationship-building customer communication strategy based on user profiles and data
8. Create marketing toolkits that aide key district stakeholders in taking them through their Discovery Education journey, including but not limited to onboarding, usage stim, retention, and loyalty programs
Product and Service Marketing Management
9. Create and adapt marketing materials as needed to support Customer Experience use cases for Community, Professional Development, Implementation, and Customer Support teams
10. Act as brand ambassador for customer experience marketing support materials
11. Create marketing templates and self-serve toolkits for high-use materials for internal teams
12. Support the Director in creating and adapting “self-service” onboarding tools for partner districts and educators
13. Work with Customer Experience teams to identify opportunities for merchandising the Discovery Education story in local markets. Develop localized marketing communications, merchandising materials and public relations opportunities that highlight partner success/benchmarking metrics
Systems, Data and Process Management
14. Ensure all marketing activity is tracked as appropriate to ensure reporting on activity and impact on customer usage
15. Use Google Analytics and other best practice tools to analyze usage and provide recommendations for usage stimulation campaigns and product development
16. Execute campaigns through Salesforce; track, report, and share results; test, learn, and apply insight to optimize usage stimulation metrics
17. Develop and distribute regular campaign reports to merchandise internally and to district customers, highlighting results, and key achievements.
18. Use marketing automaton platform (Marketing Cloud) to execute and track marketing campaigns
19. Use event management applications to promote, register and manage event attendees
National and Regional Post-Sale Events
20. Support Events, as required, to execute on contracted partner events for Implementation and Professional Development programs, providing logistical and marketing support as needed
21. Support Events Specialist in creation of event materials to ensure consistent use of templates and brand messaging.
22. Provide on-site logistical support, if needed, to support event set-up, execution and breakdown.
23. Develop marketing support as needed for events such as Virtual Field Trips or CEP/Network driven events, drive attendance at these events
24. Build and manage the online registration process, providing regular updates to internal and district stakeholders
25. Create and provide a toolkit to districts in order for them to promote through their own channels
Requirements
* 3 years in a digital marketing role with demonstrated growth and increased responsibilities over time
* B.A. or B.S. in Marketing or Communications
* Experience working with K-12 Ed Tech company a plus
* Ability to manage multiple projects, solving problems quickly and confidently
* Excellent writing, copywriting, and editing skills
* Ability to follow style and brand guides to create original collateral and marketing materials
* Ability to manipulate data in Excel and understand trends
* Experience in the working with printers and online fulfillment centers a plus
* Graphic design experience, experience with Photo Shop (or other relevant design programs)
* Experience with HTML and CSS a plus
* Content Management Systems (Wordpress preferred)
* CRM, Salesforce.com preferred
* Experience with Marketing Automation Platform (Marketing Cloud, Marketo) a plus
* Event Management tools and applications
* Email Marketing Software (required, Marketing Cloud preferred)
* Web analytics tools (Google Analytics preferred)
* Attention to detail and the ability to manage a diverse workload
* Ability to work as a team and in a fast-paced environment
* Candidate must be willing to travel approximately 20% with seasonal variations
* Must have the legal right to work in the United States
Silver Spring, Maryland, MD, Washington DC