Description

The Retention Communications Automation Specialist will support and scale communications efforts for the Digital Learning current student customer relationship management (CRM) system. This position has the option to be a remote position. This position will lead the design, delivery, and implementation of Digital Learning engagements with current online students using marketing automation products and integrations that allow for efficient and effective targeting, retention, and nurturing of existing students. This includes working closely with key campus partners to fully understand the Digital Learning business process and how our automation tools can streamline the processes, including the gathering of business requirements and design solutions based on knowledge of the online learning environment. Organizes, manages, and prioritizes workflows from creative development to product delivery. Oversees the QA and approval process to ensure university brand standards and quality control. Champions digital engagement efforts including, but not limited to email, SMS, push notifications, chatbots, and 1:1 appointment scheduling with coaches.

Requirements

Digital Engagement

• Develop and implement communication strategies and campaigns including salesforce marketing cloud journeys designed to increase student retention in online programs.
• Design and manage student journeys, including segmentation, personalization, and automation, while continuously mapping, sequencing, and optimizing touchpoints for undergraduate, graduate, and micro credential audiences.
• Create, optimize, and manage email communication journeys, including designing email templates, A/B testing, and optimizing open and click-through rates. Ensure high deliverability and engagement rates.
• Develop and maintain data extensions and data relationships within all automation tools and integrations.
• Develop, manage and enforce a rigorous QA process that ensures the quality delivery of all communications activity.
• Stay up-to-date with email marketing regulations and ensure compliance with relevant laws, including CAN-SPAM and GDPR.

Reporting & Analytics

• Develop a framework for the management and review of all nurture activities delivered through the automation tools.
• Create and analyze journey performance and engagement reports.
• Monitor and report on the performance of nurture campaigns, providing insights for continuous improvement.
• Recommend integrations that will make the communications efforts more efficient and effective.

Relationship Development

• Collaborate with cross-functional teams, including designers, content creators, and data analysts, to ensure successful journey execution.
• Train and support team members on using communications automation tools and best practices for journey management and actively promote user adoption.
• Provide exceptional relationship management by creating synergies with internal teams, cross-campus peers and leadership, and external vendors.

Required Qualifications

Education:

• Associate’s degree

Experience:

• 4 years of experience in communications, marketing, and/or higher education (student services, enrollment management, student success preferred) or combination of other relevant experience such as part-time work.
• 2 years experience in Salesforce Marketing Cloud
• Applicants must be legally authorized to work in the United States on a full-time basis without need now or in the future for sponsorship for employment visa status.

Preferred Qualifications

Education:

• Bachelor’s Degree in Communications – focus on Marketing

Experience:

• 3-5 years experience in Salesforce Marketing Cloud
• 5+ years experience in email marketing, audience-focused communications, and/or omni-channel marketing
• Higher education experience (recruitment, admissions, enrollment, student services, or student success communications)