ONLINE CHAT MARKETING MANAGER
Direct Staffing Inc - Dedham, Massachusetts, us, 02026![Direct Staffing Inc](/api/image?src=https%3A%2F%2Fgeneral-board-default.s3.us-east-2.amazonaws.com%2Fpublic%2Fimages%2Fdesk-360x180.webp&w=640&q=75&f=webp)
Work at Direct Staffing Inc
Overview
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Overview
Manage vendor relationship with TouchCommerce.Build upon chat roadmap and socialize 12-18 month strategy.Develop, refine and execute online chat and customer engagement recommendations with TouchCommerce and internal partners.Manage the monthly online chat transcript and metrics analysis.Partner with TouchCommerce to optimize the overall chat program.Define and build an online chat service program, including the development of chat scripts, training coordination, and ongoing coordination with sales chat program.Perform and analyze tests of customer engagement functionality.Manage chat scripting maintenance and compliance, including providing updates to scripting for new products and services.Socialize chat program insights and results, including facilitating chat transcript reviews, sharing quarterly program results and recommendations, and sharing insights from transcripts and post-chat surveys.Work with the larger business intelligence team to build out cross channel data integration.Qualifications
In-depth understanding of online sales and marketing tactics, online chat, customer engagement and online customer service tactics.Ability to manage multiple workstreams, build cross-functional relationships, and manage risk in a highly regulated industry.In-depth knowledge of optimization required for sustainability as changes month-to-month are frequent.Experience in customer experience design, web analytics, and A/B split and multivariate testing.Strong leadership and communication skills.Vendor management and program management skills.Preferably a strong understanding of banking products, revenue models and regulatory requirements.Working knowledge of Word, Excel, PowerPoint, Access, WebTrends, and other business intelligence databases and experience with e-marketing optimization tactics.Bachelor's degree required; BA in eCommerce or Web Marketing preferred; MBA preferred.Some travel required (25%).Skills and Certifications
Online Chat Marketing Experience.Additional Information
All your information will be kept confidential according to EEO guidelines.Direct Staffing Inc
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