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Digital Communication Analyst

2 months ago

houston, United States Radiant Systems Inc Full time

In this role, the Digital Communications Ops Analyst III must possess skills and knowledge to effectively address and resolve issues across multiple cross-functional groups including but not limited to: Information Technology, Customer Care, Back Office Operations (including invoicing, service initiation, remittance processing), Consumer Operations, Marketing, Legal, and Regulatory. This role also works closely with Third Party Vendors to deliver pertinent communications to our customers each day.


Essential Duties/Responsibilities:

• Time management and coordination of digital communication projects.

• Acts as a project manager can organize, lead, and executes efficiently.

• Delivers highlights, headlines, and executive updates to senior leadership.

• Helps to determine priority of team projects and tasks.

• Interaction with internal and external clients is needed to understand e-communication requirements and deliverables.

• Highly motivated, comfortable working both independently and in a team environment with proven record of accomplishing goals and tasks on time

• Manage multiple, concurrent projects and able to deliver.

• Perform daily execution tasks, conducts audits, and prepares reconciliation reports with a focus on timeliness, accuracy, and customer impact.

• Communicate information effectively to cross-functional teams in both written and oral form.

• Able to create and deliver presentations.

• Requires very little direction to get the job done.

• Must exercise initiative, good judgment, and professionalism.

• Taking responsibility for delivering expected and timely outcomes.

• Develops deep subject matter expertise in essential operational tools as necessary.

• Monitors vital operational metrics and responds as necessary to ensure consistently superior operational performance.

• Deliver status updates to key stakeholders at regular intervals.

• Identifies issues when they arise, quickly diagnoses root causes, and implements an appropriate solution.

• Designs/implements/manages robust processes and database solutions to support new business and operational activities.

• Evaluate existing operational processes to ensure appropriate controls are in place and maintain process documentation for all recurring processes.

• Continually evaluate the effectiveness of Program Support processes and initiate processes and system improvement and automation activities.

• Develop approach documentation and business requirements for new Marketing and Operational capabilities and products needed to support campaigns, including all cross-functional stakeholders from operations and IT in the review.

• Design, implement, and execute User Acceptance Testing scripts to ensure the successful launch of new capabilities.

• Facilitate cross-functional team discussions to develop timelines for Retail campaigns, new product development, and project delivery.

• Work closely with the Product Owner to deliver projects, enhancements, and production fixes.


Minimum Requirements:

Analyst III

• 7+ years related experience in an Operations/IT/Project Management/Consulting role required.

• Experience leading cross-functional team projects from requirements to implementation required.

• Six months to 2 years of professional experience in the energy market is required.


Preferred Qualifications:

  • Bachelor’s degree from an accredited college or university is preferred.


Additional Knowledge, Skills, and Abilities:

• Develops communications, content, and data element mapping.

• Monitor customer communications for multiple brands – both automated and manual – to ensure compliance with rules, internal policies, and regulatory guidelines.

• Perform quality assurance tests to ensure links, image, subject lines, and dynamic elements are functioning correctly.

• Interaction with internal and external clients is needed to understand e-communication requirements and deliverables.

• HTML coding, proofing, editing, and troubleshooting.

• Liaise with internal stakeholders along with external clients to understand the requirements for each campaign.

• participate in the creative discussions to develop solutions for stakeholders.

• Develop digital communication strategies and oversee the implementation.

• Responsible for monitoring the effectiveness of the website and other digital platforms.

• Aware of SMS compliance, best practices, and industry standards.

• Familiar with the CAN-SPAM Act.

• HTML, Dreamweaver, and Photoshop experience is preferred.

• Experience with Salesforce Marketing Cloud preferred.

• Ability to work long hours when required.

• Comfortably handles risk and uncertainty as appropriate for level of responsibility.

• Attention to detail with organizational and problem-solving skills.

• Exhibits technical and analytical aptitude.

• Solid negotiation and conflict resolution skills.

• Demonstrates strong customer service skills with both internal and external customers.

• Work effectively and build relationships with people at all levels – solid team player.

• Comfortable working with a cross-functional business team composed of people with diverse backgrounds.

• Excellent communication skills, both written and verbal.

• Demonstrates strong work ethic.

• High level of honesty and integrity.

• Makes good business judgments/decisions.

• High initiative.

• Results-oriented.

• Proficient in Microsoft Office products (Word, Excel, Visio, PowerPoint, Power BI, and MS Project).