National University · 6 days ago
Omnichannel Marketing Specialist
United States
Full-time
Remote
Mid Level
$63K/yr - $84K/yr
3+ years expNational University is a leader in creating innovative solutions to education and meets the needs of its student population. The Omnichannel Marketing Specialist is responsible for the administration and enhancement of student-facing engagement content across multiple marketing channels, optimizing strategies for the Salesforce AI and Live Agent chat platforms to ensure a world-class student experience.
E-LearningEdTechHigher EducationNon ProfitUniversities
Responsibilities
Work collaboratively with departmental leaders on projects & initiatives while contributing subject matter expertise when appropriate
Monitors team and departmental benchmarks to share outcomes on enhancements and strategies
Collaborate with team members interdepartmentally to design and optimize conversations and bot training according to UX guidelines
Work with team members, managers, and 3rd parties in designing, deploying and maintaining the bot conversational experience, while setting the standards and principles for effective conversational processes
Leads the documentation of process flows, policies, procedures, project plans, and other documentation within projects and in collaboration with all constituents
Communicate technical requirements and solutions to internal and external parties. Create and refine thorough, accurate flow diagrams and other related documentation to communicate the behavior of a complete conversational system
Work with Marketing, Creative, & UX teams to align on content for personalization and flows
Work with the Call Center, Enrollment, and Re-entry teams to optimize lead engagement strategies and functions
Deliver a live chat and chat bot experience that works toward enabling student self-service, automated personalized actions, and reducing friction points
Analyze student experience and performance of multiple channels (live chat, chat bot, SMS, email, voice), make recommendations for optimization, lead implementations according to initiative/project plans
Assist other student-facing functions with responsibilities related to contact and engagement (such as voice/QT, SMS, media, email)
Operate within the Salesforce Chat Platforms and follow best practices
Knowledge of Salesforce Chat platforms integration with other Salesforce systems for a seamless student experience
Knowledge in Salesforce chat configuration and customization
Become a subject matter expert on Salesforce AI Chat and LiveAgent for the organization
Analyst chat agents and chatbot conversations to improve the chat experience
Develop and utilize Salesforce AI Bot, Live Agent, and CRM reporting
Develop tracking systems for Key Performance Indicators identified in alignment with departmental goals
Utilize data to make optimizations to increase conversion rates through the student journey
Provide regular reporting to Leadership and Stakeholders on performance
Qualification
Required
Bachelor's degree in business administration, marketing, information technology, computer science, or relevant field preferred
3-5 years experience performing duties in Salesforce ecosystem platforms; CRM, SFMC, LiveAgent, Case Management with marketing or enrollment/admissions experience strongly preferred
3-5 years experience managing and/or implementing content for upper-funnel engagement strategies
Experience working cross-functionally to deliver outcomes in projects that impact multiple but separate teams/departments
Strong analytical skills: Perform detailed analysis of performance and trends to provide insight and recommendations
Demonstrated experience in stakeholder management, building partnerships and managing and interacting with clients and internal stakeholders of different levels
Proficiency with reporting and analysis tools (e.g., MS Excel, etc.) required
Attention to detail, highly organized, and ability to execute multiple initiatives against arduous time constraints
Ability to work in a team-oriented environment. Culture is what drives us
Ability to problem solve and create unique solutions
Ability to communicate clearly to a variety of constituents in both oral and written communication
Preferred
Experience creating User Interface / User Experience designs for web and mobile preferred
Experience in higher education preferred
Experience working in a technology-driven enterprise preferred
UAT/Regression testing experience preferred
Experience supporting internal users of Salesforce platforms
Knowledge of some programming languages such as Apex, JavaScript, and Salesforce Object Query Language (SOQL) preferred
Benefits
Comprehensive well-being benefits for you and your family
Company
National University
National University is a private nonprofit university that provides accessible and achievable higher education to adult learners. It is a sub-organization of National University System.
1001-5000 employees
H1B Sponsorship
National University has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (1)
2022 (4)
Funding
Current Stage
Late StageTotal Funding
$10.85MKey Investors
National Science FoundationU.S. Department of EducationU.S. Department of Veteran Affairs
2025-12-04Grant· $0.4M
2024-12-19Grant· $3.5M
2024-11-11Grant· $0.5M
Leadership Team
Mark David Milliron
President & CEO
Dave C. Lawrence, Ed.D., Ed.S., MBA
Executive Vice President, Administration and Finance | Chief Financial Officer
Recent News
2025-11-30
Company data provided by crunchbase