Customer Engagement Marketing Manager

U.S. Cellular

Considering where to invest your time, talent and ambition? Select the team that’s determined to be the best, offering the ability to make a positive difference for every customer, a unique culture and competitive rewards. Choose U.S. Cellular.

With more than 5.1 million customers, we are one of the nation’s largest wireless carriers. Consistently honored as a top workplace, we empower our 5,400+ associates to make meaningful contributions to our success and that of the communities where we live and work with outreach, education initiatives and volunteerism.

Here, you’ll find a broad array of resources for learning and development. You’ll enjoy almost endless opportunities for career advancement and a highly supportive team defined by the Dynamic Organization, a culture rooted in diversity, relationships, respect, empowerment and innovation.

Position Details

Customer Engagement Marketing Manager
Chicago Illinois
Chicago, IL

This role (known internally as a Direct Marketing Manager) is responsible for leading the strategic, tactical development and execution of complex, integrated, and measurable customer marketing engagement initiatives. Responsible for driving direct marketing campaigns that acquire and retain customers and results in positive ROI campaigns. Works with key stakeholders to ensure that campaigns/initiatives operate effectively, efficiently, and deliver an excellent customer experience with a positive impact on customer growth, retention and engagement. Collaborates with stakeholders and other partners to understand the goal of communication or initiative, target customer, the offer to the customer, evaluate operational and financial results, and develop modifications to the campaign or program that ultimately results in driving customer retention and net subscriber growth for the company.

Essential Duties and Responsibilities:

  • Responsible for the development of integrated direct marketing communication strategies that considers the lifecycle strategy, target groups, promotional offers, testing, refining, measuring, and automating complex direct marketing campaigns through multiple communication channels, including Direct Mail, Email, Outbound Telemarketing, SMS, MMS, Mobile Applications and Newsletters.
  • Strategically develop and implement cross channel direct marketing campaigns that support lifecycle management strategies to purchase new products/equipment or additional products and services that increase revenue and usage (e.g. new plans, equipment sales, vertical feature sales accessories, and additional lines) 
  • Drive strategic development of direct marketing campaigns utilizing analytics, testing methodologies, contact frequency, models and segmentation. 
  • Collaborate with Analytics Teams to review post campaign operational, financial and ad hoc reporting. Evaluate analytics to draw key conclusions and drive strategic recommendations for future campaign improvements to drive greater financial profitability.
  • Drive the strategies and tactics for maximizing overall response and engagement for all assigned direct marketing campaigns 
  • Establish success metrics for assigned direct marketing campaigns (response rates, conversion to sales, engagement rates and ROI) by evaluating trending data, consumer buying patterns, market dynamics, predictive models and previous campaign analyses. 
  • Oversee multi-million dollar budget. Prepare and maintain annual budgets for programs. Provide updated monthly budget forecasts to Sr. Manager. Ensure costs / spend is managed appropriately to budget, campaign objectives and ROI.

Job Requirements:

  • Minimum of 7-10 years in a direct or response marketing role required. 
  • Must have extensive knowledge of the following communication channels – Direct Mail, Email, Outbound Telemarketing, SMS, MMS, Mobile Applications and Newsletters. 
  • Must have experience with Customer Privacy, Do Not Contact, Behavioral Tracking and CAN-SPAM regulations. 
  • Strong technical and operational knowledge of database design, theory and logic; email technologies, and most data processing and management applications. 
  • Marketing/Business education required 
  • Proven ability to prioritize and manage multiple assignments/campaigns simultaneously required. 
  • Deep understanding and experience with statistical analysis, modeling and data base mining required. 
  • Detailed campaign financial forecasting and analysis, business case development, and marketing plan expertise required 
  • Advanced experience with standard MS Office applications (Excel, Word, PowerPoint, etc.) 
  • Well organized, strong administrative and detail oriented skills and excellent interpersonal and negotiation skills required. 
  • Excellent written and oral communication skills, including speaking in front of small and large groups, with expertise in successfully leading across organizational boundaries, including strong relationship management skills.

Preferred Qualifications:

  • MBA preferred 
  • Professional experience within the wireless and/or technology industry preferred, and wireless voice/data service provider experience a plus 
  • Experience with P&L accountability preferred 
  • Experience with a marketing resource management tool such as Unica, Adobe, SAS

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