The Director, Marketing Operations drives operational business process creation and execution ensuring consistency, quality control, campaign and revenue coding coming from across the organization with a keen focus on compliance, customer experience, revenue and efficiency impact.
The Director leads planning, communication and collaboration with donation processing partnerships and agency partners producing response devices.
Through strong partnerships and day to day collaboration with ACS Finance, IT, Legal, Marketing and SSBC the Senior Director creates data flow processes that guarantee accuracy, compliance and consistency in our systems and direct to consumer campaigns.
The Director also oversees database capabilities and processes that impact the strategy, segmentation and production.
The Director has a keen focus on scanline creation, validation processes, approvals and ongoing measurement of effectiveness that is critical to ensuring accurate performance analysis and timely processing.
The Director of Marketing Operations supports Marketing and Development business owners by evaluating business rule and process changes made in IT, Database Management, Finance and production partners that are related to donation processing and identify potential revenue and efficiency impact on fundraising and customer experience overall.
- Participates in data strategy planning and assists in the operational impact evaluation of existing and new communication channels and programs and how those impact donation processing.
- Identifies and shares how business rules, system updates and configuration of CRM and donation processing impact customers, marketing campaigns and external audience initiatives.
- Represent marketing and development business owners’ interests and needs in key discussions with Finance, Data and CRM stakeholders from across the organization.
- Accountability for live testing of new campaign reply devices, identifying critical impacts on existing processes and the data integration of revenue and engagement tracking into ACS Financial system and CRM. Ensuring accurate capture of data as intended and creating a high quality customer experience.
- Works closely with Legal and Data Strategy teams on Privacy Policy details and compliance as related to donation processing and PII data we receive from constituents.
- 10+ years direct marketing operational and production experience; nonprofit experience required.
SKILLS:
- Experience with direct mail production, segmentation and strategy development.
- Experience in telemarketing and digital direct marketing operations and campaign management.
- Deep experience in linking database structure with data accuracy and efficiency.
- Excellent consulting, communication (written and verbal), and organizational skills.
- Deep understanding of Customer Experience and the critical elements that create loyalty.
- Experience in project management.
- Strong analysis/problem solving skills.
- Ability to work well under pressure and in a team environment.
- Excellent quantitative and computer skills, including PowerPoint, MS Word and Excel spreadsheets.
- Ability to manage a team and projects and display strong organizational skills needed to complete assignments within established time lines.
- Ability to communicate complex information clearly and concisely, both verbally and in writing, to technical and to non-technical users.
SPECIALIZED TRAINING OR KNOWLEDGE:
- Knowledge of sophisticated direct marketing programs and integrated direct to consumer campaigns.