Associate Director of Operational Communications

  • Freedom Mortgage
  • New Jersey, USA
  • Nov 18, 2020
Full time Executive

Job Description


Summary:

The Associate Director of Operational Communications is responsible for managing enterprise transactional email and text communications to Freedom Mortgage Corporation customers. This is accomplished by partnering with operations staff to create email and text communications distributed via Salesforce Marketing Cloud and other systems, as well as providing reporting and insights on campaign performance.


Essential Job Functions may include:

  • Collaborate with Operations and Servicing stakeholders to create execution plans for transactional campaigns to customers (at least 20 campaigns - approximately 5 MM email sends per year)
  • Monitor critical, regulatory messages to assure delivery
  • Create and maintain reporting on email campaigns and journeys
  • Work with operations staff to improve customer communications, driving incremental improvements
  • Ad hoc communications for ops and servicing
  • Setting up and adjusting existing Marketing Cloud Email and SMS Journeys
  • High-level knowledge of existing integration between internal and external systems with SFMC through APIs, making sure journeys run as expected, when expected
  • Provide feedback on efficacy of campaigns, including summary-level reporting and user-level reports as needed
  • Manages internal creative team and vendor relationships to develop effective email and SMS/Text campaigns
  • Leads charge to automate marketing activities through SFMC and has superb understanding of how systems interconnect

Other Related Duties:

Performs other related duties as assigned.

Supervisory Responsibilities:

May manage staff and/or consultants carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

Education and/or Experience:

  • Bachelors Degree from a Four (4) year College or University or equivalent combination of education and experience.
  • Existing or interest in obtaining expertise in exact target / email studio portion of Salesforce Marketing Cloud
  • Deep understanding of email best practices
  • Previous experience managing staff and/or vendor relationships a plus
  • Understands basic marketing principals as it relates to tracking KPI
  • Excel and mathematical skills required; must be able to create basic custom reports, pivot tables and provide insights /trends into campaign performance

Licensing/Certification/Registration:

  • Marketing Cloud Email Specialist Certification, Marketing Cloud Consultant or Marketing Cloud Admin certifications a big bonus

Language Skills:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or government regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.


Mathematical Skills:

Ability to calculate figures and amounts such as discounts, interest, commissions, and percentages.


Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Personal/Organizational Contacts:

Regular and substantial contact with others. Contacts usually involve discussions related to policies and programs. Handles sensitive, complex, and/or confidential information.

Customer Service Relationships:

Anticipates customer needs and regularly motivates or influences others to deliver customer service excellence. May troubleshoot highly sensitive or confidential issues. Personally ensures problem resolution. Identifies barriers to effective customer service and sets customer service standards. Establishes a customer feedback system and holds self-accountable for customer service excellence within the department.

Work Complexity:

Tasks and responsibilities require integration of diverse functional areas and involve variables that are more abstract. Work is substantially complex and varied, and requires the interpretation of technical and detailed guidelines, policies and procedures in combination.

Independent Judgement/Problem Solving:

Performs duties within scope of general Company policies, procedures and objectives. Analyzes problems and performs needs assessments. Uses judgment in adapting broad guidelines to achieve desired result. Regular exercise of independent judgment within accepted practices. Makes recommendations that affect policies, procedures and practices. Refers exceptions to policy and procedures to the supervisor.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Employer's Rights:

This job description does not list all the duties of the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks and functions listed in this job description. The employer has the right to revise this job description at any time. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.

Americans with Disabilities Act:

Applicants as well as employees who are or become disabled must be able to perform the essential job functions either unaided or with reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall determine reasonable accommodation on a case-by-case basis in accordance with applicable law.

#CB

Founded in Mount Laurel, NJ in 1990, Freedom Mortgage has since grown into one of the largest and fastest-growing privately owned full-service residential lenders in the USA. Licensed in all 50 states, Washington D.C., Puerto Rico and the Virgin Islands, Freedom Mortgage has over 5000 employees nationwide, proudly servicing $225.6 billion, and is still growing.

Our mission is to foster homeownership in America. Freedom is a leader in VA mortgage lending and is one of the mortgage industry's largest philanthropic supporters of the USO and military families through its Team Freedom Cares philanthropic arm.

Locations include suburban Philadelphia and Fishers, IN, two regions where we were named Top Workplaces. We also have large operating centers countrywide, including these desirable markets: Beaverton , OR; Boca Raton, FL; Columbia, MD; Jacksonville, FL; Melville, NY; Plano, TX; San Dimas, CA; Tempe, AZ; Troy, MI and Woodbridge, VA.

If you seek a sense of community, top training, opportunity for advancement, a comprehensive benefits package and reward and recognition program, look no further.

Freedom Mortgage Corporation is an Equal Opportunity Employer committed to workforce diversity. Qualified applicants will receive consideration without regard to age, race, color, religion, gender, sexual orientation, national origin, or their status as a protected veteran or an individual with disabilities. Local applicants encouraged to apply. Employment contingent upon successful completion of background investigation. Smoke-free workplace. Drug-free work environment. Excellent benefits package including medical, dental, vision and 401(k). All resumes are held in confidence. Only candidates whose profiles closely match requirements will be contacted during this search. LENDER NMLS ID:2767

Equal Opportunity Employer- Minorities/Females/Disabled/Veterans