Manager – Consumer Engagement

Position Title: Manager, Consumer Engagement Date
Reports To: Director, Consumer Engagement

1. JOB SUMMARY
Works with other members of the Marketing team and Business Units to collaboratively develop retention
and engagement strategies that best meet our consumers’ needs. Executes agreed upon strategies
including: coordination of creative development, production, and reporting. Ensures continuous program
improvement by measuring impact of strategies, then making recommendations for future testing and
improvement.
2. MAJOR RESPONSIBILITIES
Serve as engagement program manager for the Making Strides engagement outreach:
– Assist in development and drive implementation for programs to improve the customer
engagement and retention
o Serve as primary contact with vendor partner(s) to complete implementation of approved
strategies
o Coordinate communication with all internal stakeholders for information/review/approval
process
Manage mission related engagement work to include, but not be limited to the following:
Manage the nationwide engagement communications including “Fighting Back” and the
“Survivor Series”
– Serve as primary contact for collaborative team to develop content that is relevant and
meaningful for prioritized consumers
– Execute the strategy including coordination of creative development, production and
reporting
– Based on results, work with extended nationwide team to develop and implement
recommendations for continuous improvement
Serve as the CIE primary contact for the nationwide communication “Triumph”.
– As the CIE primary contact, serve on the editorial board to ensure the consumer’s point of
view is taken into account as the creative and content are developedPOSITION DESCRIPTION FORMAT
– Serve as lead staff for distribution. Work with vendor to ensure mailing lists are received and
processed correctly
– Assist with development testing plans to measure impact on constituents receiving the
communication. Based on results, work with broader CIE team to revise distribution strategy
as necessary.
Maintain the Customer Engagement pages on the Link to reflect our vision and process
Responsible for completing Division rebills on behalf of all Customer Engagement work
3. KNOWLEDGE/SKILLS
FORMAL KNOWLEDGE:
Bachelor’s degree in Business or related field with focus/specialty in marketing.
Exposure to marketing, multi-channel direct response, and/or customer relationship strategies
strongly preferred.
SKILLS:
Understanding of key metrics in fundraising analysis and/or direct market analysis highly desired.
Strong interpersonal and communication skills.
Outstanding project management skills, including ability to manage multiple projects at varied levels
of completion.
Ability to consistently meet deadlines in a fast-paced environment, work in a collaborative
environment, and to freely give and receive feedback.
Must be an energetic, organized, detailed-oriented self-starter.
SPECIALIZED TRAINING OR KNOWLEDGE:
Knowledge of direct response marketing programs
Focus on customer experience
SPECIAL MENTAL OR PHYSICAL DEMANDS:
4. SUPERVISION RECEIVED/GIVEN
DIRECT SUPERVISION RECEIVED:
Reports to Director, Customer Engagement
DIRECT SUPERVISION GIVEN:
None
INDIRECT SUPERVISION GIVEN:
Directs and manages work of multiple vendors
5. CONTACTS
INTERNAL CONTACTS:
Regular contact with CIE staff to discuss programs, provide training and guidance.
Frequent interaction with other business units to ensure content, messaging and brand POSITION DESCRIPTION FORMAT
job description – CE contract mgr
standard guidelines.
Contact with other National Staff to facilitate collaborative projects.
EXTERNAL CONTACTS:
Communication by person, phone and in writing with Division staff.
Frequent communication by person, by phone and in writing with vendor (s)

Julie.Lockhart @ cancer.org
Julie Lockhart | Director, Customer Engagement Marketing
National Home Office | American Cancer Society, Inc.
250 Williams Street NW, Atlanta, GA 30303 | cancer.org

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