Aprimo Agencies of Record (AOR) Email Channel Management

Employer
The Consortium Inc
Location
Washington, DC
Posted
Apr 19, 2017
Closes
Apr 21, 2017
Function
Management
Hours
Full Time
We manage an email channel that sends upward of 1 billion emails per year across 6,000 campaigns. The channel utilizes the Salesforce Marketing Cloud platform to deploy emails and it uses 5 primary agencies to create the emails. Over 60 individuals within CLIENT are actively initiating email requests for a variety of business needs. The email channel uses Aprimo as a marketing workflow tool to manage all of the processes and checkpoints required to execute across this complex structure. Additionally, the channel has extensive data infrastructure that is managed and maintained across three main databases (Salesforce, Konnex, and IMAX).Scope:The scope of this statement of work includes project management, platform management and data management. Account management will coordinate work between AORs and internal stakeholders for approximately 6,000 campaigns per year resulting in 1 billion emails sent.Tasks:Account management between email "Agencies of Record" (AORs) and internal CLIENT business units. Account management includes, but is not limited to: Coordinate agency relationship management such as weekly status meetings and quarterly business reviewsAssign email workflow tasks to the appropriate agency in Aprimo and complete tasks associated with account management in Aprimo.Manage the AOR deliverables and utilization per the AOR contracts, which includes tracking agency SLA performance (performance on-time and within budget)Ensure AOR billing matches contract SLAs, and manage intra-company billing to internal business units. Manage costs with the long term goal of cost reduction.Improve the member experience through standardized branding, creative and implementation of best practices, including optimization for mobile readers.Execute against standardized email guidelines and templates for use across each of the agencies, ensuring an improved member experience, efficiencies and better control over the opt-out and unsubscribe processes.Ensure all email conforms to CLIENT Brand GuidelinesOngoing assessment of agency performance including survey feedback from internal clients.Coordinate Salesforce Marketing Cloud technical support and project/program approvals as needed between the AORs and CLIENT Email Operations.Manage the intake process for new email campaigns, to include gathering requirements, scheduling intake meetings with email vendor, ExactTarget and providing ongoing project updates to key stakeholders and business units. Deliver ad hoc support, documentation, presentations and other materials at the direction of CLIENT as needed to support the Email Channel.Deliverables will include:Scheduling of weekly status meetings (minimum of 2 weekly) and quarterly business reviews, and production of agendas for each (per assigned agency)Workflow administration for minimum of 30 campaigns per month, including:Using workflow templates to initiate projectsAssigning project resourcesData entry and editsCompletion of workflowWeekly and monthly assessments (reports) of AOR deliverables and utilizationReview of minimum of 30 campaigns per month for conformance to CLIENT Brand guidelines, and for compliance with workflows and documentation for all phases of development including creative, email build and deploy, QC, send and reportingReview and optimization of established templates for Account and Project Management updates on monthly basisAdministration of quarterly survey to assess agency performance and delivery of recommendations based on surveyAdditional documentation for below presentations and others as needed to support the Email Channel, including:Agency review documents (quarterly)Campaign/project counts and agency deployments (weekly and monthly)Tasks:Email channel operations platform management, data maintenance, and advanced services project management (Note: "Advanced services" are email projects that require complex development and integration beyond the scope of typical campaigns.) Provide formal project management best practices (documentation and meetings) to deliver the right solutions on time and within budget.Integrate and manage requirements across business stakeholders, ITS, Digital, and external vendor on advanced services projects.Will develop and execute communication plans, including delivery of presentations.Will develop and prepare training documentation and materials.Conduct process analysis, design, and implementation. Research issues with email addresses - customers receiving email that they shouldn't, or not receiving email that they should. This will include:Verification that the address is deliverableVerification that address is not on a suppression list or deactivatedFix and related issues and document the changes.Support data hygiene work to includeResearch of data imports and reporting. QC of data listsSupport Microsoft CRM integration, and Sales Force Automation integration.Template modifications and creation.Research issues related to non-performance of existing campaignsValidate and document the issueDocument the requirements to fix if necessary.Initiate AOR process fix if necessary.Monitor automations ensuring they are working properly. Rerun any failures and work with SMC Platinum Support on any systemic issues.Work closely with IT resources as well as internal clients and business units, which require the ability to translate highly abstract concepts and ideas into concrete email process improvements.Guide internal clients through projects concept and documentation.Deliverables will include: Weekly status reportsSuccessful processing of global opt-outs (weekly) and manual opt-ins (daily)Weekly review of all open cases in SMC platformSuccessful research and resolution of automation errors in SMC on daily basisDaily meetings with project requestorsDaily documentation of program meetings, including meeting notes and work summaries as neededSuccessful send of weekly Specialized Error email message to membersWeekly preparation and facilitation of project intake meetingsWeekly preparation and facilitation of technical review meetings Tasks:Management of email campaigns that align with marketing priorities. Scale of the number of campaigns to be determined for 2017, but this is being included as an anticipated outsourced services need. Develop and implement CLIENT email campaigns to achieve agreed-upon objectives for multiple business units within CLIENTManage related activities to support email campaigns, such as coordination with internal or other groups to develop landing pages or other digital propertiesIdentify and recommend opportunities for improved segmentation, targeting and personalizationOversee campaign budgets and project utilization ratesWork with product management and IT services to improve email subscription processes and other on-site improvements to facilitate list growthDevelop and implement other strategies to optimize and support email subscriber lifecycle goalsDemonstrate best practices regarding marketing excellence, email channel governance and process improvement and efficiency. RequirementsDeliverables will include:Annual marketing plan for owned email programs and campaigns, inclusive of objectives, strategy and budgetMinimum of 2 email journey maps per year, with accompanying insights and recommendationsMinimum of 5 campaigns/programs managed per month and 15 launched annually. For each:Email campaign planning and execution documents, including: intake document, creative concepting documents, deployment schedules, and QC documentsCampaign performance tracking and analytical reports, and recommendations for optimizationWeekly status reportsMonthly budget accrual reportsFor consideration, please submit your resume as a MS Word attachment to careers@consortiuminc.comThe Consortium"Combining Talent with Technology"www.consortiuminc.comaprimo