As a key member of the ICSS Digital Experience & Capabilities team, your role will be to define, develop and execute a best-in-class digital experience for our Cardmembers.
Responsibilities:
- Understand baseline online customer experience and deliver strategic initiatives designed to improve digital channel satisfaction and and drive engagement
- Responsible for ensuring relevancy of digital marketing efforts, including strategy, functionality, maintenance and reporting
- Analyze ongoing channel performance and collaborate with partners (product teams, operations, central teams) on recommended strategies designed to increase scorecard metrics
- Collaborate with World Services to deliver a best in class customer experience, including facilitating timely resolution of Cardmember escalations
- Identify process / customer journey improvement opportunities and work with appropriate parties to implement
- Responsible to research, plan, review and communicate industry and digital trends
Qualifications
- University degree or equivalent combination of education and business experience
- 5-10 years experience in Digital Marketing with expert understanding and proven application of digital marketing, social media and measurement
- Progressive development in analyzing business opportunities, recommending and implementing action plans
- Ability to develop business reviews and marketing/communication plans
- Demonstrated oral and written communication skills, with emphasis on development and presentation to internal contacts, up to senior management levels
- Demonstrated multi-tasking, project management and prioritization skills in a demanding environment
- Proven ability to take initiative, set priorities and champion a project from conception through implementation to evaluation
- High proficiency in Microsoft Word, Excel and PowerPoint required
- Self motivated, self managing and personal discipline skills are essential
- Strong driver of results and speed to market focus
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