Communication Channel Intern
Position:
Communication Channel Intern

RESPONSIBILITIES & JOB SUMMARY:

The Communication Channel Manager will play a key role in building and executing a company-wide plan for superior member experience. This position will lead cross-functional projects related to communication channel installment, monitoring, improving processes, increasing efficiency of communications and channels and driving self-service for members. He/she will embed and maintain a member communications governance process across all channels and campaigns. This will include a focus on managing the member communications channels by monitoring business processes, increasing channel effectiveness by building capabilities and processes that measure effectiveness of response and conversion rates for campaigns and channels, and generating cost effective solutions.

ESSENTIAL FUNCTIONS:

•	Focus on optimization across member communications channels both in terms of cost & effectiveness of channels in supporting campaigns & corporate strategic goals. In collaboration with Product & Ops partners, drives self-service by moving contacts to channels that are most effective & efficient. Receives input from human factors group on overall strategies also.
•	In partnership with the Analytics team, create dashboards and reports for communications channels to gain insight to member behavior, spot trends and make business cases for process improvements. Build capabilities and develop models that measure effectiveness of contacts and conversion rates for campaigns and across various communications channels.
•	In partnership with the Operations team, create social media presence. Runs the communication and supports it with campaigns, promotions.
•	Research target companies to determine potential fit using directories, Internet, etc.
•	Progressive contact with target companies to build relationships and partnerships

SUPPORTING FUNCTIONS:

•	Develop, manage and embed a communications governance process across all channels and campaigns.
•	Monitor and manage day-to-day channel transactions, file transmissions and creation of new phone and email campaigns and web changes on a daily basis.
•	Liaison with procurement (IT, Vendor Management, Vendors) and business stakeholders.
•	Resolve problems and perform root cause analysis. Offer recommendations for improvements to directly optimize satisfaction & to improve communications across channels.
•	Provide vision and direction for channel extensions by keeping abreast of international, national, & industry trends in communications.
•	Responsible for researching applicability to ESI (in partnership with other key stakeholders), driving pilots where needed & moving idea into project request stage for ultimate execution.
•	Prioritize projects and day to day work flow for self. Mentor other team members. Document processes and procedures.

QUALIFICATIONS (Required):

•	Bachelor’s degree or equivalent experience
•	Experience with Internet and social networks (Facebook, Twitter, LinkedIn, Yelp, etc.)
•	Excellent communication and customer service skills (written & oral) to team members, peers & senior leaders
•	Strong analytical, planning, critical thinking & problem solving
•	Ability to plan for and integrate multiple tasks concurrently as well as work independently with minimal direction
•	Ability to understand financial impact of decisions & strategy
•	Ability to influence direction through collaboration & thoughtful argument
•	1 year of relevant experience, Master’s degree is preferred
•	Self-starter, quick learner
•	Professional telephone etiquette
•	Savvy researcher and uses good documentation skills
•	Ability to work in a fast-paced, open-concept, technologically-based organization

QUALIFICATIONS (Preferred):

•	Knowledge of Project Management
•	Understanding in managing & analyzing target markets through social networks
•	Knowledge of Lean Six Sigma
•	Experience with internet, internet search, and internet marketing a plus
•	Experience with budget forecasting a plus