Customer Engagement Coordinator

Job Description

Who are we:
A professional basketball team and state-of-the-art arena/entertainment venue that specializes in creating memorable experiences for each guest we interact with. Some of our favorite things are live sports, concerts, comedy shows, family shows, and most any other world-class event you can think of, and we're looking for someone who shares the same interests. We live for the fast-paced world of sports & live entertainment, and as such, we work hard, run fast, execute flawlessly, and party it up when it all comes together. Lastly, we strive to deliver wonderful experiences that create lasting memories, and we prefer to surround ourselves with those who are the best at what they do.

Who are you:
An enthusiastic lover of sports, live entertainment, and people. You have true passion for engaging in meaningful interactions and creating memorable experiences for all guests. You strive to be helpful, engaging, and knowledgeable of all things Atlanta Hawks and State Farm Arena. You enjoy being a part of an exciting and dynamic group, and you're committed to continuously enhancing the productivity and effectiveness of your team. Lastly, you enjoy working hard and celebrating hard, and you'd be shocked if guests weren't positively impacted by their interactions with you.

POSITION DESCRIPTION:

The Atlanta Hawks marketing team is responsible for the strategy, planning, operations and execution of all revenue and brand marketing initiatives for four brands including the Atlanta Hawks, State Farm Arena, College Park Skyhawks and Hawks Talon Gaming Club. This group facilitates the development and execution of world-class campaigns and content and leverages various marketing channels to connect and motivate fans to drive ticket sales, achieve corporate partner objectives and drive generational brand affinity.

The Customer Engagement Coordinator will support digital marketing campaigns across all Atlanta Hawks, State Farm Arena, Hawks Shop, Hawks Talon Gaming Club, and College Park Skyhawks business units including email marketing, SMS, mobile app push notifications and chatbot. Reporting to the Senior Director, Digital Marketing, this role will serve as the liaison with agencies and internal departments to manage customer engagement campaigns from development to deployment. Additionally, this role will maintain the day-to-day email, SMS and push content calendars with accompanying content reviews before publishing. The ideal candidate will be a utility player curious about the world of digital marketing and loyalty programs.

RESPONSIBILITIES:
• Lead the execution of customer-facing digital marketing platforms including Salesforce marketing cloud, email, SMS, and push notifications
• Maintain content calendars and journey records for email, SMS and push notifications that supports the objectives of the Atlanta Hawks, State Farm Arena, Hawks Shop, College Park Skyhawks, and Hawks Talon Gaming Club.
• Collaborate with digital marketing automation agencies and creative teams to ensure content is received, scheduled and published on-time
• Create, optimize, and schedule email, SMS and mobile app push campaigns and craft engaging and persuasive content in partnership with creative teams, including subject lines, copy, and calls-to-action, while maintaining brand consistency.
• Analyze performance metrics in partnership with Analytics to identify areas for improvement and new customer journeys, and communicate the actionable insights via monthly reporting.
• Assist in the maintenance of subscriber lists and segmentation to ensure effective audience targeting and personalization in partnership with CRM team.
• Lead quality control for all email marketing, SMS, push and chatbot communications
• Update chatbot knowledge articles with new event information regularly
• Ensure compliance with data protection and privacy regulations, such as GDPR or CCPA, in all marketing activities.
• Stay up to date on digital, email and mobile marketing industry trends and best practices to help identify areas of improvement and ways to maximize potential
• Document strategies, technology architectures, design decisions, and implementation details and develop user guides, documentation, and training materials to educate stakeholders and end-users on technology capabilities and best practices.

REQUIRED EXPERIENCE & KNOWLEDGE:
• This is an entry level position that will learn customer-facing digital marketing platforms, specifically Salesforce Marketing Cloud, and operate them daily.
• Willingness to complete various digital marketing platform certifications within the first 90 days
• Excellent business and marketing acumen with superb verbal and written communication skills.
• Strong understanding of marketing automation and digital marketing communications systems.
• Strong analytical skills
• Passion for digital marketing & mobile customer engagement.
• Passion for Sports & Entertainment.
• Passion for learning about and creating great user experiences.
• Experience in the Sports & Entertainment, Hospitality, or related industry.
• Strong communication and interpersonal skills, with the ability to effectively engage with technical and non-technical stakeholders.
• Ability to handle multiple priorities and meet deadlines in a fast-paced, dynamic environment.

EDUCATIONAL BACKGROUND:
• Bachelor's Degree in Marketing, Communications, or other related discipline.

PHYSICAL REQUIREMENTS:
• Prolonged periods sitting at a desk and working on a computer.
• Must be able to work non-traditional hours, which may include nights, weekends, and holidays.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.

If this opportunity looks exciting to you, please complete the application process. Go Hawks!

Jobcode: Reference SBJ-g377k9-3-16-130-16-42 in your application.