Experienced Online Chat Marketing Specialist – Digital Customer Engagement and Experience

At arenaflex, we're not just a bank – we're a community-driven organization that's passionate about delivering exceptional customer experiences. As one of the 13th-largest banks in the United States, we operate over 1,200 branches and approximately 3,200 ATMs across 11 states. Our commitment to diversity and inclusion is unwavering, and we strive to create an environment where everyone feels valued and empowered to succeed.

Job Summary:

We're seeking an experienced Online Chat Marketing Specialist to join our team at arenaflex. As a key member of our digital marketing team, you'll be responsible for developing and executing online chat and customer engagement strategies that drive business growth and customer satisfaction. If you're a seasoned marketing professional with a passion for digital customer experience, we want to hear from you!

Key Responsibilities:

As an Online Chat Marketing Specialist at arenaflex, you'll have the opportunity to make a significant impact on our customer engagement strategy. Your key responsibilities will include:

Manage vendor relationships:

Develop and maintain strong relationships with our online chat vendors to ensure seamless execution of our chat program.

Build upon chat roadmap and socialize 12-18 month strategy:

Collaborate with cross-functional teams to develop and socialize a comprehensive chat roadmap that aligns with our business objectives.

Develop, refine, and execute online chat and customer engagement recommendations:

Utilize data-driven insights to develop and execute online chat and customer engagement strategies that drive business growth and customer satisfaction.

Manage the monthly online chat transcript and metrics analysis:

Analyze chat transcript data to identify trends, opportunities, and areas for improvement, and develop recommendations to enhance our chat program.

Define and build an online chat service program:

Develop and implement a comprehensive online chat service program that meets the needs of our customers and aligns with our business objectives.

Manage chat script maintenance and compliance:

Ensure that our chat scripts are up-to-date, compliant with regulatory requirements, and aligned with our brand voice and tone.

Socialize chat program insights and results:

Develop and communicate compelling stories and insights from our chat program to stakeholders, including business leaders, product teams, and customer experience teams.

Your Pay and Benefits:

As an Online Chat Marketing Specialist at arenaflex, you can expect a competitive compensation package that includes:

Base salary:

$85,000 - $120,000 per year, depending on experience and qualifications.

Bonus:

$5,000 - $10,000 per year, based on individual and team performance.

Relocation assistance:

We offer relocation assistance to help you get settled in our beautiful locations.

Qualifications:

To be successful in this role, you'll need to have:

• 5-7 years of in-depth understanding of online sales and marketing tactics, online chats, customer engagement, and online customer service tactics: You'll need to have a deep understanding of online marketing principles, including customer experience design, web analytics, and A/B split testing.
• Ability to manage multiple workstreams, build cross-functional relationships, and manage risk: You'll need to be able to juggle multiple priorities, build strong relationships with stakeholders, and manage risk to ensure successful execution of our chat program.

Experience in customer experience design, web analytics, and A/B split testing:

You'll need to have hands-on experience with customer experience design tools, web analytics platforms, and A/B split testing methodologies.

Bachelors degree, BA in eCommerce or Web Marketing preferred, MBA is an added advantage:

A degree in a related field is preferred, but not required. An MBA can be an added advantage.

Like to travel (25%):

You'll need to be comfortable traveling up to 25% of the time to attend meetings, conferences, and training sessions.

Additional Information:

At arenaflex, we're committed to maintaining the confidentiality of your personal and professional information, in accordance with EEO guidelines. We're an equal opportunity employer and value diversity in all its forms.

How to Apply:

If you're a motivated and experienced marketing professional who is passionate about digital customer experience, we want to hear from you! Please apply through our website by clicking on the link below: Apply Job! We can't wait to hear from you and explore how you can contribute to our mission to deliver exceptional customer experiences at arenaflex! Apply for this job