Description:
The Customer Experience Project Manager will provide operational and project support for the Marketing and Communications (MarCom) department. They are responsible for budgeting, scheduling, project management of existing campaigns, event planning and coordination, promotional fulfillment, tracking departmental efficiency and implementing departmental process improvements, vendor relations, inventory management, and delivering excellent customer experiences primarily via email and phone interactions—roughly 20% time contribution towards project leadership and 80% as a technical contributor.
• Serve as Donor Relations' primary contact: manage phone and email correspondence with donors, assisting with reward fulfillment, Donor ID requests, login support and technical guidance, maintain contact and suggestion logs.
• Coordinate event logistics and support event communications (e.g., manage vendor and event details for the annual Precious Mettle donor appreciation event).
• Serve as the first point of contact for internal requests, maintain Service Request Form and log, and ensure timely completion of deliverables across the team.
• Perform invoicing/budgeting tasks (e.g., enter daily/weekly expenses into Concur, maintain budget line-item entries, add new vendors and serve as MarCom point of contact for invoices, liaise with Finance/Admin team).
• Perform promotional and center order/milestone fulfillment (e.g., delivering Target Mondays redemption cards weekly, ensuring center supplies are well stocked, placing orders with print vendors).
• Perform campaign project management (primarily for recurring campaigns such as bonus days and gift cards). Serve as primary warehouse and vendor contact (manage daily/weekly orders and inventory in Donor Loyalty Store and for all campaigns).
• Oversee process management and improvement, including optimizing project management templates and standard workflow documents (e.g., guidelines and checklists).
• Comply with governmental regulations and policies regarding health and safety. Observe and support good health and safety practices.
• Strictly observe privacy and security-related policies, procedures and practices to preserve the integrity and confidentiality of medical and other sensitive information about donors, patients, research subjects, and employees. Act as a responsible information steward and treat information as sensitive and confidential in accordance with federal and state laws and with professional ethics, accreditation standards, and legal requirements. Do not disclose protected health information inappropriately.
• May be required to enter areas where other individuals work with human blood; potential may exist for unanticipated exposure to bloodborne pathogens by splash or spill.
Skills:
project management, customer experience, budgeting, scheduling coordinating, event planning
Additional Skills & Qualifications:
MINMUM QUALIFICATIONS
Education Qualifications
• Bachelor’s Degree or higher, Required.
Licenses and Certifications
• CADL - California Drivers License - Valid And In State required Upon Hire
Experience
• 1+ year to 2 years Customer service and administrative experience, or a combination of education and relevant experience
KNOWLEDGE/SKILLS & ABILITIES
• Excellent customer service phone and email skills, strong computer literacy and ability to quickly adapt to new software and workflows.
• Strong communications skills.
• Spanish language skills a plus.
• Advanced computer skills and demonstrated experience with office software and email applications. Ability to manage projects from concept to completion, including helping to define objectives and strategies, developing content, executing projects/programs on time and within budget and analyzing results.
• Excellent organizational skills and attention to detail; ability to prioritize and assign work to others.
• Strong verbal and written communication skills. Excellent customer service and interpersonal skills with ability to motivate and drive collaboration cross-functionally without direct authority over those groups. Ability to exercise sound judgment routinely and independently in making decisions.
• Ability to take initiative and ownership of projects.
Preferred Knowledge, Skills and Abilities
• Ability to flourish in a fast-paced, collaborative environment.
• A passion for our vision to connect communities to provide hope for healing and alignment with our core values: integrity, accountability, collaboration, communication.
• Unwavering commitment to quality, accuracy, consistency, grammar, and adherence to brand standards in everything produced.
• Experience leading complex projects with multiple stakeholders.
• Experience supporting process improvement
About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with
Location: Stanford, CA
Posted: Sept. 30, 2024, 4:35 p.m.
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