[Hybrid] Marketing Manager 1 (13588-7)

• Job Title: Marketing Manager 1
• Job Type: Regular Full-Time, Hourly

• Experience: 5 years’ experience with Content Management

• Education: BA or BS degree in Journalism, English, Marketing, Communications or other relevant fields

• Hybrid – 4 days Onsite, 1 day remote

Location

• Ridgefield Park, NJ, USA
• Plano, TX, USA

Benefits

• Medical Insurance (Health, Dental & Vision)
• 401(k) with Company Match
• Paid Time Off
• H1B/Green Card Sponsorship for qualified employee
• Hands-on experience at global industry leader Samsung
• Opportunities for career advancement

Responsibilities

• Develop content strategy aligned with short-term and long-term customer service operational goals of reducing contacts, improving self-service and automation and providing a best in class customer experience.

• Establish a voice and tone guidelines for all customer service communications and assure compliance by contributors.

• Develop content around product and promotional launches to address key customer questions and provide solid talking points to agents that are easy to use and understand

• Collaborate with CS operations to audit and enhance approved content for all channels of communication through customer service

• Develop an editorial calendar and leverage data around content usage to guide focus

• Partner with training team to keep training current with updated content.

• Identify low-performing customer service areas using data analytics (Tableau, CRM system, Customer Satisfaction), to identify new content needs or enhance existing ones.

• Ensure compliance with law (e.g. copyright and data protection)

Requirements

• Proven work experience as a Content manager with experience managing indirect reports and contract resources.

• Experience with content management systems and ticketing systems such as Jira, Zendesk and sprinklr.

• An understanding of content usage tracking systems and an ability to analyze that usage to optimize performance and impact.

• Ability to work independently and manage vendor-training groups to deploy training effectively

• Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, and leadership techniques

• Extensive experience with MS Office

• Knowledge of SEO and web traffic metrics

• Excellent writing and editorial skills

• Attention to detail and ability to quickly shift focus to keep up with shifting priorities or emerging issues

• Good organizational and time-management skills

Our team of highly experienced developers offer a wide range of mobile application and software development positions. We also have opportunities in business operations and administrations, logistics, UX/UI design, and many more!

Our vision is ‘We Want to See You Grow’ to become the industry leader for both employee and company.

For more information about JND, please visit www.jndsolutions.com

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