Verizon Digital Marketing Support Strategist in Irving, Texas
What you’ll be doing...
The Verizon Fios Digital team is undergoing a major transformation, paving the way towards an industry leading customer centric strategy focused on rapidly evolving our business for a digital-first future. We are seeking strategic thinkers, thought leaders, and highly motived risk takers who are not afraid to innovate around our customer’s needs, drive business objectives and maximize technology capabilities towards re-defining the path of a Fortune 15 company in the digital age. Our organization is uniquely positioned to impact the end to end customer journey, and we are looking for candidates who are laser focused on disrupting the status quo and delivering seamless, meaningful experiences to millions of consumers to evolve our business.
The Digital team at Verizon is hiring for a Digital Marketing Support Strategist to play a leading role in developing increased customer engagement focused on margin accretion and awareness specific to digital contact centers (chat and social media), digital messaging and integration with artificial intelligence technologies. This role will have the unique opportunity to build integrated experiences connecting practices across marketing, support, advocacy and other key customer journey touch points. The primary focus will be on developing enablers that maximize the customer experience and revenue within the service and support chat centers for Verizon Consumer Markets.
The Digital Marketing Support Strategist will identify areas of improvement and optimize experiences of existing service and support chat programs. This role is also responsible for identifying new opportunities from market trends and analytics that will have a measurable and transformative impact on the business with the goal to make Fios best-in-class for customer engagement while also maximizing revenue generation.
Once new opportunities are identified, this role will be responsible to work with the Digital leadership team to prioritize initiatives. The ideal candidate will work with cross functional teams to map processes, build story-flows and coordinate with technical, business and operational teams to plan and launch tactics into market.
What we’re looking for...
You’ll need to have:
Bachelor’s degree or four or more years of work experience.
Six or more years of relevant work experience.
Experience with developing and optimizing customer engagement within digital marketing and/or digital contact centers.
Experience building strategies and programs.
Experience with chat, messaging apps, .com/online and mobile user experience
Even better if you have:
Master’s degree or MBA.
Three or more years of experience leading teams responsible for care/support functions.
Experience building strategies and programs to optimize efficiencies while improving the customer experience.
Six or more years of experience with chat, messaging apps, .com/online and mobile user experience.
Strong communication (verbal/written) skills, with an ability to manage internal and external relationships up to senior levels of management.
Strong and creative understanding of chat, business rule design and acquisition processes.
Social Platforms, Digital Messaging and Marketing Technology knowledge.
Strategy development for digital engagement with a clear focus on maximizing opportunities across care and support programs.
Prior consulting experience with the ability to develop processes to influence teams.
Ability to forge strong relationships with both IT (web, ops, development, etc.) and business (PLM, Marketing, Metrics, Legal, Testing, etc.) teams.
Experience influencing change and performance with teams that do not report to you (cross-functional and vendor management).
Creative thinker and proven experience to bridge businesses results with analytical concepts.
Strong organizational skills and team player who can effectively handle multiple priorities simultaneously.
Expert in communication, storytelling and PowerPoint skills.
Proficiency in excel.
When you join Verizon...
You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.
Equal Employment Opportunity
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