Oncourse Home Solutions
Head of Marketing Operations
Oncourse Home Solutions, Naperville, Illinois, United States, 60564
Read on to find out what you will need to succeed in this position, including skills, qualifications, and experience.
Who we Are
Oncourse Home Solutions (OHS) is a people-centric, $400M organization that is owned by private equity firm, Apax Partners operating under the brands American Water Resources, Pivotal Home Solutions and American Home Solutions. We do what is right for our people so they can do their best when serving our 1.6+ million customers across the U.S. Our mission is to help homeowners navigate the unexpected, reduce costs, and make homeownership enjoyable for all. Our vision is to make our products and services accessible to all by becoming the most forward-thinking and community-driven home solutions organization of the 21st century. We are committed to fostering an environment that embraces diversity in all forms, where our employees, customers and partners feel valued, respected, and supported.
As a US-based warranty provider, we provide expertise in safety and homecare to our customers. Our integrated solutions meet customer needs both inside and outside the home. Inside the home, we safeguard essential systems like plumbing, heating and cooling, appliances, power surge protection, hot water heaters, and interior electrical components. Outside the home, we ensure the protection of vital lines, including water, gas, wells, sewers, electric, and septic systems. We primarily go to market B2B2C, partnering mostly with water/gas/electric utilities and municipalities to offer our product leveraging their brand for marketing and often adding our subscription fee to the water/gas/electric bill itself. When our customers need help with home maintenance, repair, or coverage, OHS is there. This is what it means to be an ‘Oncourse SUPER’—Successful, United, Progressive, Empathetic, Reliable. SUPERs get it done. We sweat homeownership so our customers don’t have to. We view every day as an opportunity to step up, step out, and remind others that we are in this together, to stay on course.
We are a proud equal opportunity employer, and our employment decisions are based on business needs, job requirements and individual qualifications without regard to of race, sex, gender identity, sexual orientation, color, pregnancy status, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, or local law. Oncourse Home Solutions is committed to recruiting talented applicants and retaining top talent while providing an employment experience that is free from discrimination, retaliation, and/or harassment.
Position Summary
We are seeking a
Head of Marketing Operations
to join our growing team.
The Head of Marketing Operations will be a member of the Acquisition Marketing Leadership team, responsible for all aspects of the execution, production and quality control of all marketing campaigns, specifically direct mail, email, digital marketing. This role will lead a team of marketing professionals and will work cross-functionally with other departments, in particular channel owners (Marketing Strategy), Analytics, Finance, the Strategic Partnership Group, the Contact Center, and IT to ensure timely and error-free delivery of all planned campaigns, help drive campaign performance at or above budgeted levels, and to ensure consistency in branding, messaging, and customer experience.
This role will be based in our Naperville, Illinois, location. Our office environment is a key driver of our company culture and employee experience, so a regular in-office hybrid model (generally T-TH in office and M & F remote) is required.Responsibilities include but are not limited to:
Manage two teams responsible for all aspects of campaign execution at OHS:
Campaign operations: this team takes business intent from channel strategy owners (direct mail, email, etc.), and owns preparatory and project management work to ensure successful campaign handoff to production. It is also responsible for long-term operational strategy and strives to improve both the quality and timelines of campaign execution.
Production and QC: this team, taking input from campaign operations, manages the physical execution of campaigns, while ensuring adherence to quality and timing expectations.
Partner with Channel Strategy leaders, the Strategic Partnership Group, Retention and other major business stakeholders to define, manage, and ensure executability of OHS’s Campaign Calendar, comprised of acquisition marketing, cross-sell, retention and win-back campaigns, as well as renewal notices and other customer communications.
Partner with internal stakeholders (BI, IT, Contact Center, etc.) to manage the production planning and execution of all agreed upon campaigns across multiple execution channels, most importantly Direct Mail, email, online, SMS and outbound telemarketing.
Oversee the QA, testing and proofing processes to ensure 100% adherence to intent and timelines.
Work closely with the Strategic Partnership Group to coordinate timelines, approvals, asset exchanges with our multitude of partners and overall adherence to maximum quality standards. Help drive partner satisfaction metrics through flawless campaign execution.
Ensure adherence to brand standards (both internal and our Partners’) and best in class customer experience.
Partner with Finance and Marketing Analytics to develop, update and report on key operational metrics to measure the efficiency and success of the team’s work. Provide input to key strategic documents and reports, such as the Weekly and Monthly Business Reviews.
Manage outside print/production vendors and partners to maximize quality while minimizing cost and time to market. Evaluate new vendors and run RFPs as necessary.
Design and implement industry best practices in lean campaign execution management and quality control. Reduce timelines while improving execution quality. Build the business case for new tools/vendors, as necessary, to help achieve quality and speed to market objectives.
Manage and mentor a team of high performing associates.
We’re Excited If This Is You
Experience and Qualifications of the Role
8+ years of progressive experience in positions within marketing operations, campaign execution and project management required.
5+ years in managing Direct Mail execution.
7+ years of experience leading, mentoring, and building high-performing teams, allocating and managing resources and setting/managing performance goals. This includes a track record of consistently recognizing and rewarding excellent performance and addressing performance issues head-on, without delay.
Strong leadership and interpersonal skills, with a track record of effectively communicating with and influencing stakeholders and executives, up to C-level.
Knowledge of the latest marketing automation, quality control and process design trends and best practices.
Strong analytical and problem-solving skills with the ability to generate insights from raw data and make data-driven decisions.
Hands-on Agile and process engineering experience is preferred.
Computer Skills Needed to Perform the Job
Proficient PC skills including Microsoft Office tools (Excel, Word, Outlook).
Able to learn and maneuver different software systems uses to perform daily jobs.
EducationBachelor’s degree required.
Graduate degree in business, marketing, operations or related fields is a strong plus.
Certificates, Licenses, Registrationsn/a
Join our SUPER Team and Enjoy Amazing Benefits!
Competitive Compensation: We value your hard work and are proud of our competitive pay for performance philosophy.
Comprehensive Health Coverage: Medical, dental, and vision insurance options, plus paid short-term and long-term disability coverage.
401(k) Plan with 4% Company Match: Secure your future with our robust retirement plan.
Defined Contribution Arrangement: 5.25% of employee annual income contributed to your retirement plan, yearly up to 7,875 dollars.
Generous Paid Time Off: Take the time you need to recharge and relax.
Education Assistance Program: Invest in your growth and development with our support.
FSA/HSA Options: Flexible spending and health savings accounts to manage your transportation and dependent care expenses.
Employee Wellness: Access to EAP, health, legal, and financial resources to support your overall well-being.
Vibrant Company Culture: Monthly Townhalls, employee recognition programs, and Employee Business Resource Groups (EBRGs) to keep you engaged and connected.
CompetenciesBuilding Effective Teams:
Blends people into teams when needed; creates strong morale and spirit in his/her team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.Planning:
Accurately scopes out length and difficulty of tasks and projects; sets objectives and goals; breaks down work into the process steps; develops schedules and task/people assignments; anticipates and adjusts for problems and roadblocks; measures performance against goals; evaluates results.
Process Management:
Good at figuring out the processes necessary to get things done; knows how to organize people and activities; understands how to separate and combine tasks into efficient workflow; knows what to measure and how to measure it; can see opportunities for synergy and integration where others can't; can simplify complex processes; gets more out of fewer resources.TQM / Re-Engineering:
Is dedicated to providing the highest quality products and services which meet the needs and requirements of internal and external customers; is committed to continuous improvement through empowerment and management by data; is willing to re-engineer processes from scratch; is open to suggestions and experimentation; creates a learning environment leading to the most efficient and effective work processes.Drive for Results:
Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
Functional / Technical Skills:
Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.
Education
Required
Bachelors or better
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Who we Are
Oncourse Home Solutions (OHS) is a people-centric, $400M organization that is owned by private equity firm, Apax Partners operating under the brands American Water Resources, Pivotal Home Solutions and American Home Solutions. We do what is right for our people so they can do their best when serving our 1.6+ million customers across the U.S. Our mission is to help homeowners navigate the unexpected, reduce costs, and make homeownership enjoyable for all. Our vision is to make our products and services accessible to all by becoming the most forward-thinking and community-driven home solutions organization of the 21st century. We are committed to fostering an environment that embraces diversity in all forms, where our employees, customers and partners feel valued, respected, and supported.
As a US-based warranty provider, we provide expertise in safety and homecare to our customers. Our integrated solutions meet customer needs both inside and outside the home. Inside the home, we safeguard essential systems like plumbing, heating and cooling, appliances, power surge protection, hot water heaters, and interior electrical components. Outside the home, we ensure the protection of vital lines, including water, gas, wells, sewers, electric, and septic systems. We primarily go to market B2B2C, partnering mostly with water/gas/electric utilities and municipalities to offer our product leveraging their brand for marketing and often adding our subscription fee to the water/gas/electric bill itself. When our customers need help with home maintenance, repair, or coverage, OHS is there. This is what it means to be an ‘Oncourse SUPER’—Successful, United, Progressive, Empathetic, Reliable. SUPERs get it done. We sweat homeownership so our customers don’t have to. We view every day as an opportunity to step up, step out, and remind others that we are in this together, to stay on course.
We are a proud equal opportunity employer, and our employment decisions are based on business needs, job requirements and individual qualifications without regard to of race, sex, gender identity, sexual orientation, color, pregnancy status, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, or local law. Oncourse Home Solutions is committed to recruiting talented applicants and retaining top talent while providing an employment experience that is free from discrimination, retaliation, and/or harassment.
Position Summary
We are seeking a
Head of Marketing Operations
to join our growing team.
The Head of Marketing Operations will be a member of the Acquisition Marketing Leadership team, responsible for all aspects of the execution, production and quality control of all marketing campaigns, specifically direct mail, email, digital marketing. This role will lead a team of marketing professionals and will work cross-functionally with other departments, in particular channel owners (Marketing Strategy), Analytics, Finance, the Strategic Partnership Group, the Contact Center, and IT to ensure timely and error-free delivery of all planned campaigns, help drive campaign performance at or above budgeted levels, and to ensure consistency in branding, messaging, and customer experience.
This role will be based in our Naperville, Illinois, location. Our office environment is a key driver of our company culture and employee experience, so a regular in-office hybrid model (generally T-TH in office and M & F remote) is required.Responsibilities include but are not limited to:
Manage two teams responsible for all aspects of campaign execution at OHS:
Campaign operations: this team takes business intent from channel strategy owners (direct mail, email, etc.), and owns preparatory and project management work to ensure successful campaign handoff to production. It is also responsible for long-term operational strategy and strives to improve both the quality and timelines of campaign execution.
Production and QC: this team, taking input from campaign operations, manages the physical execution of campaigns, while ensuring adherence to quality and timing expectations.
Partner with Channel Strategy leaders, the Strategic Partnership Group, Retention and other major business stakeholders to define, manage, and ensure executability of OHS’s Campaign Calendar, comprised of acquisition marketing, cross-sell, retention and win-back campaigns, as well as renewal notices and other customer communications.
Partner with internal stakeholders (BI, IT, Contact Center, etc.) to manage the production planning and execution of all agreed upon campaigns across multiple execution channels, most importantly Direct Mail, email, online, SMS and outbound telemarketing.
Oversee the QA, testing and proofing processes to ensure 100% adherence to intent and timelines.
Work closely with the Strategic Partnership Group to coordinate timelines, approvals, asset exchanges with our multitude of partners and overall adherence to maximum quality standards. Help drive partner satisfaction metrics through flawless campaign execution.
Ensure adherence to brand standards (both internal and our Partners’) and best in class customer experience.
Partner with Finance and Marketing Analytics to develop, update and report on key operational metrics to measure the efficiency and success of the team’s work. Provide input to key strategic documents and reports, such as the Weekly and Monthly Business Reviews.
Manage outside print/production vendors and partners to maximize quality while minimizing cost and time to market. Evaluate new vendors and run RFPs as necessary.
Design and implement industry best practices in lean campaign execution management and quality control. Reduce timelines while improving execution quality. Build the business case for new tools/vendors, as necessary, to help achieve quality and speed to market objectives.
Manage and mentor a team of high performing associates.
We’re Excited If This Is You
Experience and Qualifications of the Role
8+ years of progressive experience in positions within marketing operations, campaign execution and project management required.
5+ years in managing Direct Mail execution.
7+ years of experience leading, mentoring, and building high-performing teams, allocating and managing resources and setting/managing performance goals. This includes a track record of consistently recognizing and rewarding excellent performance and addressing performance issues head-on, without delay.
Strong leadership and interpersonal skills, with a track record of effectively communicating with and influencing stakeholders and executives, up to C-level.
Knowledge of the latest marketing automation, quality control and process design trends and best practices.
Strong analytical and problem-solving skills with the ability to generate insights from raw data and make data-driven decisions.
Hands-on Agile and process engineering experience is preferred.
Computer Skills Needed to Perform the Job
Proficient PC skills including Microsoft Office tools (Excel, Word, Outlook).
Able to learn and maneuver different software systems uses to perform daily jobs.
EducationBachelor’s degree required.
Graduate degree in business, marketing, operations or related fields is a strong plus.
Certificates, Licenses, Registrationsn/a
Join our SUPER Team and Enjoy Amazing Benefits!
Competitive Compensation: We value your hard work and are proud of our competitive pay for performance philosophy.
Comprehensive Health Coverage: Medical, dental, and vision insurance options, plus paid short-term and long-term disability coverage.
401(k) Plan with 4% Company Match: Secure your future with our robust retirement plan.
Defined Contribution Arrangement: 5.25% of employee annual income contributed to your retirement plan, yearly up to 7,875 dollars.
Generous Paid Time Off: Take the time you need to recharge and relax.
Education Assistance Program: Invest in your growth and development with our support.
FSA/HSA Options: Flexible spending and health savings accounts to manage your transportation and dependent care expenses.
Employee Wellness: Access to EAP, health, legal, and financial resources to support your overall well-being.
Vibrant Company Culture: Monthly Townhalls, employee recognition programs, and Employee Business Resource Groups (EBRGs) to keep you engaged and connected.
CompetenciesBuilding Effective Teams:
Blends people into teams when needed; creates strong morale and spirit in his/her team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.Planning:
Accurately scopes out length and difficulty of tasks and projects; sets objectives and goals; breaks down work into the process steps; develops schedules and task/people assignments; anticipates and adjusts for problems and roadblocks; measures performance against goals; evaluates results.
Process Management:
Good at figuring out the processes necessary to get things done; knows how to organize people and activities; understands how to separate and combine tasks into efficient workflow; knows what to measure and how to measure it; can see opportunities for synergy and integration where others can't; can simplify complex processes; gets more out of fewer resources.TQM / Re-Engineering:
Is dedicated to providing the highest quality products and services which meet the needs and requirements of internal and external customers; is committed to continuous improvement through empowerment and management by data; is willing to re-engineer processes from scratch; is open to suggestions and experimentation; creates a learning environment leading to the most efficient and effective work processes.Drive for Results:
Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
Functional / Technical Skills:
Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.
Education
Required
Bachelors or better
#J-18808-Ljbffr