Percepta is looking for an outstanding Marketing Operations Manager who is responsible for defining and delivering call center processes to support marketing initiatives. The successful candidate will promote creativity and encourageout of the box customer-focused thinking.
The Marketing Operations Manager is a leader who is employee-focused and sets the standards and direction for their respective Customer Contact departments. Responsible for the ongoing Client relationship, contact, and communication, acting as the primary contact for the Client account. Maintains high Client satisfaction, ensuring Percepta compliance with Service Level Agreement (SLA) terms and conditions. In concert with the sites service organization, is responsible for achieving performance and financial objectives.What you will do: Ã‚• Responsible for ensuring that any services performed by Percepta employees are within the Scope of Work, or if not, are negotiated, priced, and approved in advance by the Client in accordance with policy. Ã‚• Develop contact center program strategies to support marketing initiatives. Ã‚• Develop and maintain a team of marketing consultants who positively influence consumer purchase decisions. Ã‚• Apply professional marketing knowledge to support Marketing Contact Center Program. Ã‚• Obtain and analyze market intelligence regarding contact center product development, industry regulations, and operational best practices to benchmark and improve operations. Ã‚• Monitor customer contacts to gather, analyze and interpret customer response and provide feedback to the Client. Ã‚• Manage multiple campaign environment improving customer contact rates and CSR specialty groups. Ã‚• Communicate a compelling vision that generates enthusiasm and commitment for a positive work environment that fosters team performance. Ã‚• Create regular communication programs with direct reports that inspire new ideas and innovative approaches. Ã‚• Acts as the primary interface between the Client and all Percepta departments to define project requirements and develop plans to meet Client objectives. Ã‚• Participates in the development of policy, process, procedure, organizational structure, change management, and communications in order to meet Client expectations. Ã‚• Responsible for communication of the controllable fiscal health of the project to Percepta management. What you need to have: Ã‚• Bachelors Degree in Marketing, Business, Communication or related field Ã‚• Minimum 5 years experience in Sales and Marketing, managing and implementing successful sales/marketing initiatives. Ã‚• Minimum 10 years experience in a customer service environment, preferably in a contact center operations environment. Ã‚• Proven leadership with a minimum 5 years experience managing direct reports with staff. Ã‚• Superior ability to build relationships, continuously motivate and foster team development with proven coaching and career pathing skills. Ã‚• Thorough understanding of business integration methodologies, reporting, trend analysis and project management. Ã‚• Strong leadership, organizational and written/verbal communication skills. Ã‚• Thorough understanding of call center technologies such as CTI, IVR, ACD, Imaging, preview dialing and customer tracking systems. Ã‚• Excellent time management skills and the ability to effectively multitask. Ã‚• Capable of effectively facilitating meetings and developing presentations. Ã‚• Knowledge of computers and software (MS Operating Software, MS Office Products). Ã‚• Flexibility and adaptability in a fast-paced environment. What We Offer
- Complete product training to maintain knowledge in a dynamic environment.
- Competitive salary and a comprehensive benefit package:
- Health benefits for full time employees including Medical, Dental, and Vision coverage
- Paid time off
- Discounts with local businesses and for entertainment venues
- Outstanding employee recognition programs and events