Client Services Manager - Flagstaff, United States - Northern Arizona University

Description

Job Title

Client Services Manager

Job ID

607849

Location

Marketing Department

Full/Part Time

Full-Time

Favorite Job

Regular/Temporary

Regular

Workplace Culture

NAU aims to be the nation's preeminent engine of opportunity, vehicle of economic mobility, and driver of social impact by delivering equitable postsecondary value in Arizona and beyond.

Special Information

• This position is a hybrid position which allows the incumbent to complete their work at both an NAU site, campus, or facility and at a non-centralized site with or without accommodation.
• Occasional travel or necessary overtime.

Job Description

Northern Arizona University is seeking a qualified individual to serve as relationship owner and business area specialist for assigned marketing department internal clients, as well as to coordinate general marketing services that support NAU's strategic goals and objectives.

The Client Services Manager role is housed within NAU's marketing department and includes the following:

Participates in strategic planning and resource allocation; helps drive major initiatives by understanding effective brand positioning, product promotion, and portfolio/project management.

Coordinates with creative, digital, and operations teams to arrange resources, establish budgets, and confirm timelines. Coordinates project scope, timeline, budget, and client communications. Ensures university quality and brand standards are met; ensures project objectives are attained.

Incumbents must be able to leverage strategic, entrepreneurial, and analytical approaches to marketing projects; serve as the point of contact and primary liaison for assigned client portfolios; leverage internal and external resources/personnel to build and execute successful marketing campaigns; and communicate effectively and diplomatically with peers, clients, executives, and across departments.

In addition, incumbents must excel in a fast-paced environment, adapt quickly to changing priorities, operate with high attention to detail, maintain marketing and communications skills, work within established department and university processes, and leverage relevant industry trends and indicators.

Relationship Management - 30%

• Serves as account manager to assigned portfolio of internal university clients (colleges, institutes, etc.), with a primary focus on supporting university strategic goals.
• Interfaces regularly with client and partner key contacts (deans, associate deans, vice presidents, directors, and coordinators) to ensure effective planning, implementation, and evaluation of marketing programs. Serves as a member of each client's management team by participating in strategic planning and resource allocation discussions.
• Defines effective marketing strategies on client's behalf (e.g., clarifies business and marketing goals, establishes measurable outcomes, develops audience personas, guides necessary market research, and evaluates results).
• Develops an annual strategic marketing plan for each client; generates buy-in among key stakeholders; executes plan; briefs clients on monthly progress/results.
• Scopes and initiates projects on behalf of clients and manages client communications throughout the project lifecycle; advocates for client goals throughout the project.
• Maintains and leverages up-to-date knowledge of relevant trends higher education, marketing, recruitment, and communications, to provide sound guidance to clients on marketing investments.

Product Marketing Management - 30%

• Collaborates with marketing, communications, academic, admissions, and alumni teams, and third party/agency resources to raise awareness and consideration.
• Identifies top competitors and competitive positioning.
• Identifies effective marketing channels for specific campaigns and initiatives.
• Plans and implements lead generation campaigns to support recruitment targets.
• Understands and manages all program materials, from flyers to videos, emails, and website copy.
• Upholds knowledge of best practices related to audience assessment, competitor/market analysis, brand awareness, growth marketing, and customer journeys.

Portfolio/Project Management - 25%

• Manages a diverse portfolio of marketing projects, including website optimization, traditional and digital advertising, lead generation campaigns, email campaigns, events, photo and video shoots, signage, and printed collateral.
• Coordinates marketing-related projects and collaboratively leverages marketing department resources (design, editorial, digital, photography, videography, operations), university resources (Strategic Communications, University Events, Advancement, IT Services, Enrollment Management, Student Affairs, etc.), and external resources (marketing firms, recruitment firms, digital firms, etc.) for timely, cost-effective, and successful project resourcing.
• Follows standard project management methodologies to support assigned marketing projects; ensures that projects are completed to specification, within an established time frame and budget; assists in risk analyses and monitors the progress of plans against project milestones and budgets; and helps manage and update project data to ensure access to accurate and timely information.
• Monitors the health of assigned project portfolios by: maintaining positive relationships internally and externally; proactively managing project schedules, approvals, and deliverable routing; tracking and documenting issues and project progress in the department's web-based project management systems; maintaining awareness of creative team capacity; and organizing and/or actively participating in weekly and ad-hoc meetings with project teams (project intake/review meetings, portfolio reviews, project kick off's, and project post-mortems).
• Complies with established departmental processes and university policies.

Other - 15%

• Provides consulting and support for major institutional initiatives.
• Contributes to the development of policies and procedures related to marketing services.
• Represents University Marketing on assigned committees, work groups, and employee forums.
• Participates in onboarding and training of new marketing staff.
• May be assigned other duties necessary for the effective functioning of the department.

Minimum Qualifications

• Bachelor's degree
• 1-2 years of program management experience.
• 2-4 years of related experience (relevant combination of relationship/account management, marketing, and project management).
• A combination of relevant education and experience may be substituted for the educational requirement on a year-for-year basis.

Preferred Qualifications

• Bachelor's degree

in related field in marketing, communications, business or related field.

• 4-6 years of experience working in an advertising/marketing/communications environment (agency, corporate, or similar).
• Experience developing, managing, and measuring multi-channel integrated marketing campaigns.
• Digital marketing experience.
• Excellent presentation skills.
• Experience working within a university or similarly large/complex environment.

Knowledge, Skills, & Abilities

Knowledge

• Advanced knowledge of client business and relationship management.
• Advanced Knowledge of marketing project management processes, and concepts, including relevant media applications and university regulations.
• Knowledge of marketing concepts and applications.
• Knowledge of marketing project management best practices.

Skills

• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
• Project and time management skills.
• Strong organizational, planning, and meeting facilitation skills.
• Workflow process mapping and optimization skills.
• Collaboration, negotiation, and conflict management skills.
• Project management tools and techniques.
• Skill in preparing reports and summaries.

Abilities

• Ability to communicate with and advise senior level internal clients.
• Demonstrates problem solving, organizational, and analytical capabilities.
• Balances competing priorities.
• Analyzes complex situations and anticipates issues.
• Maintains effective working relationships.
• Communicates effectively.
• Promotes a diverse, inclusive environment.

Background Information

Northern Arizona University requires satisfactory results for the following: a criminal background investigation, an employment history verification and a degree verification (in some cases) prior to employment.

You may also be required to complete a fingerprint background check.

Additionally, as an employer in the state of Arizona, NAU is required to participate in the federal E-Verify program that assists employers with verifying new employees' right to work in the United States.

Finally, each year Northern Arizona University releases an Annual Security Report. The report is a result of a federal law known as the Clery Act.

The report includes Clery reportable crime statistics for the three most recent completed calendar years and discloses procedures, practices and programs NAU uses to keep students and employees safe including how to report crimes or other emergencies occurring on campus.

In addition, the Fire Safety Report is combined with the Annual Security Report for the NAU Flagstaff Mountain Campus as this campus has on-campus student housing.

This report discloses fire safety policies and procedures related to on-campus student housing and statistics for fires that occurred in those facilities.

If you would like a free paper copy of the report, please contact the NAUPD Records Department at or by visiting the department at 525 E.

Pine Knoll Drive in Flagstaff.

Salary

Anticipated salary range is $72,445 - $90,556. Annual salary commensurate with candidate's qualifications and related experience.

FLSA Status

This position is exempt from the overtime provisions of the Fair Labor Standards Act (FLSA) and therefore will not earn overtime or compensatory time for additional time worked.

Benefits

This is a Service Professional (SPF) position.

NAU offers an excellent benefit package including generous health, dental and vision insurance; participation in the Arizona State Retirement System or the Optional Retirement Program; 22 days of vacation and 10 holidays per year; and tuition reduction for employees and qualified dependents.

More information on benefits at NAU is available on the Human Resources benefits website. NAU is a tobacco and smoke-free campus.

Service Professionals are hired on a contract basis, renewable each 6 months according to terms of the Conditions of Professional Service.

Employees offered a position will be eligible for state health plans (including NAU's BCBS Plan).

New employees are eligible for benefits on the first day of the pay period following their enrollment, after their employment date.

Employees will have 31 days from their start date to enroll in benefits.

If a new employee chooses the ASRS retirement option, participation in the Arizona State Retirement System, and the long-term disability coverage that accompanies it, will begin on the first of the pay period following 6 months after the new employee's start date.

New employees who choose to participate in the Optional Retirement Plan (ORP), which is an alternative to the ASRS plan for faculty and other appointed staff, will begin to participate on the first day of the pay period following election.

Additionally, the long-term disability plan that accompanies the ORP will begin on the first day of the pay period following election.

Learning and Development

Your career at Northern Arizona University includes the opportunity for professional development. New employee on-boarding training includes courses to be completed within the first 30 days.

Immigration Suppt/Sponsorship

NAU will not provide any U.S. immigration support or sponsorship for this position.

Application Deadline

May 28, 2024 at 11:59 p.m.

How to Apply

To apply for this position, please click on the "Apply" button on this page. You must submit your application by clicking on the "Submit" button by midnight of the application deadline.

If you need assistance completing your application there are instructions available on the Human Resources website or in person in the Human Resources Department located in Building 91 on the NAU Campus - on the corner of Beaver and DuPont Streets.

If you are an individual with a disability and need reasonable accommodation to participate in the hiring process, please contact the Disability Resources Office at , , or PO Box 5633, Flagstaff AZ 86011.

Equal Employment Opportunity

Northern Arizona University is a committed Equal Opportunity/Affirmative Action Institution. Women, minorities, veterans and individuals with disabilities are encouraged to apply. NAU is responsive to the needs of dual career couples.

Know Your Rights Poster

NAU is an Employer of National Service. AmeriCorps, Peace Corps, and other National Service alumni are encouraged to apply.