ONLINE CHAT MARKETING MANAGER
5+ to 7 years experience
The Online Chat Manager is responsible for developing a differentiated, world class, online customer engagement experience within key product groups. The individual will execute against an aggressive sales plan as well as drive strategy in a highly regulated, political, and visible channel.
The Online Chat Manager will manage the strategic evolution of our online chat program as well as identify and drive the use of other emerging online customer engagement tools. The ideal candidate for this position will partner closely with TouchCommerce, our chat vendor, keep pace with digital engagement tools and practices, possess strong online sales and service acumen, and have strong analytical, optimization and project management skills.
Manage vendor relationship with TouchCommerce
Build upon chat roadmap and socialize 12-18 month strategy
Develop, refine and execute online chat and customer engagement recommendations with TouchCommerce and internal partners
Manage the monthly online chat transcript and metrics analysis
Partner with TouchCommerce to optimize the overall chat program
Define and build an online chat service program, including the development of chat scripts, training coordination, and ongoing coordination with sales chat program
Perform and analyze tests of customer engagement functionality
Manage chat scripting maintenance and compliance, including providing updates to scripting for new products and services
Socialize chat program insights and results, including facilitating chat transcript reviews, sharing quarterly program results and recommendations, and sharing insights from transcripts and post-chat surveys
Work with the larger business intelligence team to build out cross channel data integration
Qualifications
In-depth understanding of online sales and marketing tactics, online chat, customer engagement and online customer service tactics
Ability to manage multiple workstreams , build cross-functional relationships, and manage risk in a highly regulated industry
In-depth knowledge of optimization required for sustainability as changes month-to-month are frequent
Experience in customer experience design, web analytics, and A/B split and multivariate testing
Strong leadership and communication skills
Vendor management and program management skills
Preferably a strong understanding of banking products, revenue models and regulatory requirements
Working knowledge of Word, Excel, PowerPoint, Access, WebTrends, and other business Intelligence databases and experience with e-marketing optimization tactics
Bachelors degree required; BA in eCommerce or Web Marketing preferred; MBA preferred
Some travel required (25%)
SKILLS AND CERTIFICATIONS
Online Chat Marketing Experience
All your information will be kept confidential according to EEO guidelines.
Direct Staffing Inc
Job details are sourced from the employer's original posting.
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