Marketing Cloud Manager - Office of the Provost
University of Tennessee, Knoxville
Knoxville, TN
Full-time
Advertising / Marketing / Public Relations
Posted on April 19, 2024
Marketing Cloud Manager - Office of the Provost
Communications and Marketing Professional 3 (MR11)
Description: The University of Tennessee, Knoxville, seeks applications and nominations for the position of Marketing Cloud Manager. This position oversees marketing operations activities within Salesforce Marketing Cloud—the university's enterprise student communications platform—including governance, business processes, and user enablement. The manager advocates for the student experience and the needs of our audience and helps drive product adoption and growth to meet those needs.
UT is the state’s flagship research university, a campus of choice for outstanding undergraduates, and a premier graduate institution. As a land-grant university, the institution fulfills its access mission through a commitment to excellence in learning, scholarship, and engagement.
The university is investing in a transformational project to implement an enterprise CRM system, built on the Salesforce platform. Initial implementation is underway, and the first phase of this multi-year initiative will launch in spring 2024. The inaugural Marketing Cloud Manager will be central to the success of this endeavor and will have the opportunity to shape the future of how our students engage with the university.
Qualifications :
Duties & Responsibilities
Oversee marketing operations activities within Salesforce Marketing Cloud:
- Serve as Marketing Cloud product owner and subject matter expert.
- Provide leadership to members of the Marketing Cloud product team in areas including process improvement, analytics, governance, and user enablement and training.
- Manage product governance in order to standardize the use of Marketing Cloud across distributed communication teams.
- Manage structures, processes, and tools to ensure a consistent approach to the intake, planning, calendaring, creation, and distribution of content from across campus.
- Manage documentation and training, based on established governance and best practices, to ensure various campus users are fully enabled to effectively use the Marketing Cloud product.
- Ensure an enterprise approach to student communication through collaborations with the university's central CRM team, the Office of Communications and Marketing, partner business units, and the OIT technical team
- Maintain a deep understanding of the needs of our students and ensure university digital engagements provide the best possible student experience.
- Actively pursues opportunities to extend and advance the Salesforce Marketing Cloud product to meet the strategic goals of the CRM program
- Manage enterprise-level user journeys and ensures coordination and collaboration among business units in support of those journeys.
- Advocate for broad use and adoption of Marketing Cloud—as the university's primary student communication channel—in order to create cohesive, coordinated, personalized, relevant student communications.
- Regularly gathers and assesses data to evaluate effectiveness of communications and optimize the product.
- Lead continual improvement efforts to maximize the effectiveness of the product
- Actively participate as a member of the university's enterprise-wide Salesforce CRM team.
- Advanced knowledge of digital communication and marketing platforms, methods, and best practices
- Ability to facilitate solutions across multiple stakeholder groups and lead individuals who are not direct reports
- Ability to understand and process technical information, such as queries, data, and platform integrations
- Ability to support and advance the growth of a complex CRM system
- Demonstrated ability to build communication campaigns within a dynamic marketing platform
- Knowledge of automation and personalization approaches within communications platforms
- Strong analytical and problem-solving skills with an ability to develop creative solutions
- Ability to work on multiple projects simultaneously and meet recurring deadlines
- Ability to act professionally and represent the office in interactions across campus
- Associates degree in communication, PR, business, marketing, computer science, IT, or related fields and at least seven years OR bachelor's degree and at least five years of professional experience directly related to duties and responsibilities specified
- Experience building communications and creating content within a robust marketing platform
- Experience working in a higher education marketing, communications, or IT role
- Experience working in Salesforce Marketing Cloud
The market range for this position is MR11. Salary is dependent on qualifications and experience.
Benefits
The university offers a highly competitive benefits package that includes health insurance and retirement plans through the State of Tennessee, generous annual and sick leave accruals, longevity pay, tuition waivers and discounts, discounted athletics tickets, and more.
Application Process
A review of all applications will begin immediately and continue until the position is filled. For full consideration, applicants must apply electronically through Taleo and submit a cover letter, resume, and the names, addresses and phone numbers of three references. A minimum of two references should be current or previous supervisors.
