Customer Service & Marketing AssociatePosted: November 11, 2009
Serves as marketing and communication lead for all Brookings Executive Education (BEE) outreach materials and web pages; and implements BEEs outreach efforts. Acts as liaison to the Brookings Office of Communications. Brookings Executive Education offers high-quality courses for corporate and government leaders which explore critical issues, the policy-making process, and public leadership. Education/Experience Requirements ? B.A. or B.S. required; degree in social sciences, communications, or marketing preferred ? At least four years experience in marketing and advertising activities ? Prior directly relevant work experience required ? Web site content management experience and basic HTML knowledge required ? Writing, editing, and proofreading experience preferred ? Experience or interest in public policy or executive education desirable Knowledge Requirements ? Demonstrated excellent communication and writing skills ? Ability to organize and prioritize ? Ability to work under time constraints with discretion and mature judgment ? Be a self-starter ? Work well with others ? Familiarity with content management systems desirable ? Capacity to learn new applications ? Familiarity with Adobe InDesign, Photoshop, and Camtasia Studio a plus Principal Duties and Responsibilities 60% Customer Service: * Supervises the registration office, responding to incoming calls, emails and faxes regarding course enrollments. Responds to all inquiries (telephone, email, etc.) within one business day. Ensures accurate program fee and course schedule quotes in response to incoming inquiries; coordinates with marketing to ensure information is consistent at all times with BEE website and vice versa. * Alerts Director of Executive Programs to potential new clients for custom business opportunities as they arise. * Pro-actively resolves registration issues. * Works closely with senior staff, program associates and administrative managers to ensure that complex registration requests are accommodated (i.e., program suites, discounted tuition, special arrangements). * Performs or supervises all aspects of participant registration and confirmation processes. * Prepares daily and weekly registration updates for staff distribution. * Trains backup personnel in the registration process in order to ensure maximum coverage of the registration desk at all times. * Contributes to the development and implementation of sound registration policies and procedures which are customer friendly, fiscally responsible, and consistent with BEEs competitive environment; communicates and distributes new policies as appropriate. * Coordinates and tracks programs and program participants in the CRM system. 40% Marketing: * Assist Marketing Manager with coordinating/implementing planned marketing strategies * Assist with obtaining market research (trends, demographics, competitor landscape, pricing and positioning strategies, etc.) * Execute marketing analyses and generate reports (i.e. lead trends, response rates, conversion ratios, repeat rates, cost/ROI analyses) leading to comprehensive understanding of our customer base and improved marketing strategies over time * Track conversion ratios to measure the effectiveness of marketing efforts (i.e. email and call volume vs. registrations) * Respond promptly to participant inquiries generated as a result of marketing initiatives, and forward informational materials in timely fashion as requested. Work with Marketing Manager to conceptualize and implement a follow up program. * Monitor and report Internet activity as it relates to the BEE website * Support Marketing Manager with web-site maintenance and updates (e.g. program fees and schedules, policy updates, changes to registration and information request forms, course additions and deletions, etc.); Assist with tracking marketing expenses, ensuring that budgets are adhered to and refined as necessary We strongly encourage qualified women and minorities to apply. (Only applicants meeting minimum qualifications for the position will be considered. No phone calls please.) EOE M/F/H/V Please refer to job code bee9109 when responding to this ad.
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