Conversion And Customer Engagement Coordinator

Description:

The Conversion and Customer Engagement Coordinator develops communications and workflows to help drive customer conversion. The incumbent is responsible for delivering conversion projects and activities across domestic and international markets. This will involve working with stakeholders across the University to foster collaboration and establish best-in-class processes.

The Conversion and Customer Engagement Coordinator supports the Manager, Conversion and Engagement to execute conversion strategies, including nurture communications to applicants, improve customer engagement and maximise conversion of prospective students from enquiry to enrolment with a focus on driving growth by leveraging all channels, such as eDM, SMS, phone, chat, webinar, and event to achieve student recruitment targets. The role is student facing and will require confidence in speaking to students.

To be successful in this position, you’ll have:

• 
  Demonstrated experience in enquiry management, direct marketing, cross-channel lifecycle management, and project coordination and delivery.

• Demonstrated experience in using digital channels, such as eDMs, display, social media, webinars, chat and mobile.

• Experience in hosting events (physical and digital), running customer engagement activities, and coordinating mailouts, such as care package.

• Practical knowledge of customer experience design and user journey mapping.

• Experience in HTML (Hyper Text Markup Language), Excel, database management (CRM), and some graphic design experience.

• Strong organisational skills and attention to detail, including the capacity to manage time effectively across multiple projects and to deliver polished, high quality work products within deadline in a busy team environment.

• Experience in tracking and reporting on key business metrics (open rates, clicks, conversions etc.) as well as have a passion for improving customer experience.

• Experience in email marketing and marketing automation with a focus on data analysis, eDM optimisation and testing to drive email conversion. Experience in using Marketo is preferred.

• Excellent interpersonal communication skills, including skills in persuasion, information exchange and relationship management.

• Demonstrated ability to think analytically and creatively, applying problem-solving skills to the identification and management of project risks and issues, and to the development of project outputs and outcomes that meet the needs of stakeholders, end users and the broader community.

• Knowledge and experience of agile methodology and demonstrated ability to show initiative and flexibility, a willingness to take on new challenges, work with minimal supervision, and organise workload to ensure timely completion of task.