2 days ago Be among the first 25 applicants
Direct message the job poster from MiniMBA
MiniMBA Community Manager | 9+ years experience in community strategy, growth, and management | Meta Community Accelerator 2021 Alum | Flexible…
Purpose of Role
The Course Communications Manager will be responsible for the handling of all MiniMBA learner onboarding, enrolment, course, course conclusion and alumni communications, through various mediums. Liaison between teams and individuals across MiniMBA. As the face of learner communications, the Course Communications Manager will ensure that the high standard required for Client/Customer/Internal Stakeholder Services is met and maintained.
Key Accountabilities
Operational
1. Work closely with both the Director of Operations and Delivery and the Community Manager to support our learners through their learning journey
2. Regularly report on learner numbers and engagement
3. Keep Salesforce, Fresh Desk and course registration records up-to-date
4. Identify and communicate Customer/Client issues and concerns where appropriate
5. Create and deploy a communications schedule for all courses
6. Create and update welcome packs, FAQs and other course literature
7. Work across product areas as required
8. Liaise with the Internal Teams to identify opportunities for improve service, performance and efficiencies
9. Liaise with the Sales and Marketing teams to identify risks to revenue, renewal, cross-sell or up-sell opportunities
10. Utilise multiple platforms and communication channels to support learner journeys
Behaviours and Knowledge
1. A passion to put Customers first and to ensure that a high standard of Customer Care is achieved and maintained.
2. Excellent communication skills – face to face, over the phone and via email – with an aptitude for solving problems
3. Able to multi-task and keep calm under pressure
4. Proactive attitude and motivated to learn new skills and take on new challenges
5. Confident to raise issues, queries or concerns and escalate as required
6. Technically minded and detail oriented
7. Experience of Microsoft Office, Pardot, Exact Target desirable.
8. While this isn't a marketing role, previous marketing or sales experience is desirable
9. Working knowledge of Salesforce
Success Measures
1. Customer/Client feedback/NPS remains at a consistent level
2. All queries are answered in a professional and timely manner
3. Evidence of collaborative and productive working relationships across the business
4. Communications handled effectively between MiniMBA departments
Seniority level
Entry level
Employment type
Full-time
Job function
Marketing, Public Relations, and Writing/Editing
Industries
E-learning
#J-18808-Ljbffr