Manage vendor relationships and build a 12–18 month online chat roadmap. Develop and execute chat and customer engagement programs, analyze transcripts/metrics, maintain scripts and compliance, and communicate program insights.
Company Description
Who are we?
We are the 13th-largest bank in the United States and operates more than 1,200 branches and approximately 3,200 ATMs across 11 states.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Job DescriptionPeople in this position have been doing:
- Manage vendor relationships
- Build upon chat roadmap and socialize 12-18 month strategy
- Develop, refine and execute online chat and customer engagement recommendations
- Manage the monthly online chat transcript and metrics analysis
- Define and build an online chat service program
- Manage chat script maintenance and compliance
- Socialize chat program insights and results
Your pay,
- A base salary of $85,000 - $120,000
- Bonus of $5,000 - $10,000
- Relocation assistance
Ideally you'd have:
- 5 - 7 Years of In-depth understanding of online sales and marketing tactics, online chats, customer engagement and online customer service tactics
- Ability to manage multiple workstreams, build cross-functional relationships, and manage risk
- Experience in customer experience design, web analytics, and A/B split
- Bachelors degree, BA in eCommerce or Web Marketing preferred, MBA is an added advantage
- Like to travel (25%)
All your information will be kept confidential according to EEO guidelines.
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