Digital CCM Manager

Job Description

  
We are Farmers! 
  
Join a team of diverse professionals at Farmers to acquire skills on the job and apply your learned knowledge to future roles at Farmers. Farmers Insurance also offers extensive training opportunities through the award winning University of Farmers named by Training magazine amongst top 10 corporate training units in the world. Start your career at Farmers today! 
  
Job Summary 
  
  • The Digital Customer Contact Management (CCM) Manager will be responsible for developing and managing digital customer journey strategy and will work closely with offline channel communication partners to ultimately deliver a better communication experience for Farmers Insurance customers.
  • The position will partner with the team that executes these strategies through digital channels including email, SMS, and mobile push for transactional, marketing, and commercial communications.
  • This role will be responsible for managing high impact projects including developing strategy, and identification of tasks, dependencies, deadlines and budgets.
  • This position will have a great understanding of digital and CRM analytics and will use data to optimize performance. 
  
Essential Job Functions 
  
  • Develop and execute digital customer contact management strategy.
  • Partner with channel managers to develop and drive holistic.
  • Provide strategic counsel to business partners on use of digital contact channels in support of key business initiatives.
  • Lead channel innovation including development and understanding of current and emerging trends and their application to CCM
  • Ensure consistent brand consistency and customer experience across all channels.
  • CCM Operations Manage day to day digital outbound communication channels including email, SMS, and mobile push.
  • Responsible for day to day vendor partnerships and relationships.
  • Work with stakeholders and business partners to develop and implement requirements for CCM channels.
  • Responsible for adhering to digital CCM budget Manage resources and processes (budget, projects) to ensure they are properly allocated to support business objectives.
  • Champion operational efficiencies to reduce cost and increase speed to market.
  • Use qualitative and quantitative research and analytics to continuously improve campaign, efficacy, and customer lifetime value.
  • Develop scorecards that measure channel and campaign performance.  
  
Education Requirements 
  
High school diploma or equivalent required. Bachelor's degree preferred. 
  
Experience Requirements 
  
  • 7+ years digital and/or direct marketing experience.
  • 3+ years experience managing customers journeys in multiple channels including email and/or mobile push.
  • Passion for customer experience.
  • Experience managing budgets, vendors, and projects 
  
Special Skill Requirement 
  
Strong knowledge of digital platforms.
Excellent written and oral communication skills.
Strong analytical skills.
In depth understanding of marketing automation/CRM technology such as Salesforce Marketing Cloud or Exact Target 
  
Farmers is an equal opportunity employer, committed to the strength of a diverse workforce. 

Schedule: Full-time

Job Posting: 07/12/2019