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The Digital Engagement Manager supports the goals of OHSU through OHSUs organizational marketing and communications plan. This role reports to the Associate Director of Content Strategy as part of the Digital Engagement Team, Public Affairs and Marketing.
The Digital Engagement Manager is responsible for day-to-day oversight of a range of OHSU digital engagement programs. The manager will work closely with the Associate Director of Content Strategy and in cooperation with leaders and other colleagues to set short- and long-term strategy for programs that include:
Customer relationship management (CRM), including oversight of work to correct underlying data problems
Email strategy and governance, especially as they relate to CRM and all-patient emails
Provider relationship management (PRM)
SEO/optimization/paid media (search, PPC)
The Digital Engagement Manager supervises the CRM Program Manager and the Digital Data Analyst, and works closely with project leaders to set priorities and accomplish tasks. The manager is the primary contact and custodian of relationships with vendors who help us with CRM, SEO/paid media and local search, in partnership with the Associate Director of Content Strategy.
The person in this role ensures that OHSU is making the most of programs and vendors by:
Working with the CRM Program Manager and our CRM vendor to ensure that campaigns and reporting are operating smoothly, making any adjustments needed for success, and advising leaders and other colleagues on CRM opportunities.
Improving data accuracy, including as the foundation for a successful CRM/PRM program.
Working with our SEO vendor to identify key optimization opportunities, and creating strategy to turn the vendors recommendations into greater reach.
Supporting marketing managers paid media campaigns with our SEO vendor, and acting as a facilitator and problem-solver in cooperation with colleagues.
Creating/supporting a strategy to shift the Digital Data Analysts work from structuring data to gleaning and sharing insights to improve OHSUs reach in a variety of channels (website, blogs, News Hub, social, etc.).
Creating a more streamlined process in cooperation with the Production Manager, a Web Specialist and the Art Director to ensure quality, standardization, tracking and reporting of team emails, particularly as part of CRM campaigns. The person in this role will also help set email governance standards, processes and strategy across OHSU teams.
Working with our local search vendors and Digital Project Leader to support Google My Business listings.
Helping direct reports grow, succeed and stay engaged in their roles.
Partnering with marketing, strategic and institutional teams to understand their business needs and offer solutions.
It is also the responsibility of the Digital Engagement Manager to represent the Digital Engagement team of Marketing & Communications in a positive and proactive manner to a variety of internal OHSU customer groups.
This person must pair detailed technical expertise in digital engagement best practices with exceptional interpersonal and communication skills. The person must have the ability to track details and deadlines as well as see how daily and weekly tasks advance strategic goals.
This person needs a high degree of personal initiative and ability to make informed decisions (often without guidance from a supervisor or manager), and be patient and willing to wear many hats in a fast-paced environment.
CRM/PRM/data improvement/email governance
Serve as the lead for work, in cooperation with a vendor/consultant and OHSU colleagues, to potentially replace OHSUs CRM program with more sophisticated CRM and/or PRM programs.
Serve as the lead for work with a vendor/consultant and colleagues to improve data accuracy.
Provide day-to-day oversight of the CRM program and the CRM program manager, and participate in setting strategic direction and processes for a new CRM/PRM program.
Offer strategic advice and partnership on CRM/PRM to the Director of Marketing, marketing managers and other colleagues.
Serve as the point person for team emails; refine how we collaborate, plan for, build and track emails; how we report results; and how we iterate improvement based on results.
Develop email governance and best practices to share across teams, and improve strategies for building opt-in email lists.
Responsible for working with OHSUs Legal Department to make sure emails and processes are in compliance with the FTCs CAN-SPAM Act.
Management and leadership
Meet regularly with direct reports to help them succeed in their jobs and improve their performance. Set clear expectations, hold direct reports accountable for results, and supply praise, coaching and correction as needed.
Work closely with the Associate Director of Content Strategy, the Director of Brand and Design, and others to meet institutional goals and solve problems.
Act as a resource for expertise and best practices on CRM/PRM, email, SEO and analytics across the university.
Work closely with project leaders to set and accomplish priorities.
SEO and paid media
Serve as the primary contact for our partner vendor on SEO and paid media.
Develop strategy and tactics to turn SEO insights into improvements to OHSUs website and other digital channels.
Improve OHSUs reach through optimization strategies and SEO best practices.
Provide expertise and support to marketing managers for paid-media campaigns.
Lead strategy for providing digital engagement analytics, including shifting from mostly structuring analytics data to mostly analyzing the data for insights and opportunities.
Help the Digital Data Analyst support a potential dashboard tool to put analytics at OHSU communicators fingertips across teams.
Support the Digital Data Analyst in sharing insights, data and best practices with stakeholders across the university.
This person will regularly participate in educational and informative activities to stay current with trends in content development, governance and strategy for digital marketing and engagement.
Other duties as assigned
Bachelors degree in Marketing, Digital Media or related field, and five years of directly related technical and project management experience.OREquivalency in education and experience.
Five years of supervisory experience
Seven years CRM, digital marketing, SEO or website engagement analytics experience, including at least two years of supervisory experience.
Direct expertise in CRM/PRM programs and email marketing.
Direct expertise in SEO optimization, analytics and paid media campaigns.
Detailed understanding of Google and Google Analytics.
Familiarity with local search and content marketing best practice.
Experience managing multiple projects and prioritizing customer demands in a fast-paced environment.
Demonstrated understanding of CRM and/or PRM programs, SEO programs, email marketing and analytics in theory and in practic
Excellent oral and written communication skills
Ability to coach and develop employees.
Ability to guide and train people across OHSU.
Code of Conduct
Respect in the workplace
Applicable policies, procedures and agreements related to position, department or OHSU as a whole
Must be able to perform the essential functions of the position with or without accommodation
Seven years of supervisory experience.
Experience with Salesforce Marketing Cloud.
Experience in email governance, email opt-in strategies, and knowledge of the CAN-SPAM Act.
Experience with analytics dashboards (i.e., Tableau, Chartbeat, Parse.ly, etc.)
Experience with the Drupal content management system.
Experience working in a large, complex organization with duties across multiple teams.
As part of the qualifications requirement, the following Core Competencies are expected of all OHSU employees regardless of their position within the organization.
Accountability: Ability to establish mutual agreements that result in clear responsibility, taking personal action to accomplish an agreed result and assuming personal responsibility for the results of behavior and actions .
Integrity: Actions are consistent with ethical values. Honest in communication and actions.
Diversity: Honors the uniqueness of each individual, challenges stereotypes and promotes sensitivity and inclusion. Functions effectively and respectfully within the context of varying cultural beliefs, behaviors and backgrounds.
Respect: Demonstrates consideration and appreciation for colleagues, clients and customers.
Service Orientation: Seeks opportunities to improve the work and work environment to better meet the needs of internal and external customers.
Teamwork & Collaboration: Works cooperatively and productively with others to achieve shared goals.
Communication: Demonstrates the ability to convey thoughts and ideas as well as understand perspective of others.
Additional Competencies listed below apply to employees in a leadership position:
Systems Thinking: Ability to see and understand whole systems and how elements within systems relate. Works cooperatively with others to use appropriate systems strengths, knowledge and cooperation to improve performance.
Managing Resources: Meets performance goals and budget targets. Effectively manages departmental resources. Understands OHSUs financial systems and uses them effectively. Demonstrates the financial acumen for managing budgets aggressively. Effectively manages vendor relationships to maximize contributions.
Change Leader: Ability to act and provide leadership throughout the change process. Engages employees in the entire process and develops commitment for sustaining change.
Developing Organizational Talent: Ability to recruit, retain and develop high performing individuals aligned with OHSUs goals and values. Completes performance reviews and development plans for all direct reports on time.
Oregon Health & Science University values a diverse and culturally competent workforce. We are proud of our commitment to being an equal opportunity, affirmative action organization that does not discriminate against applicants on the basis of any protected class status, including disability status and protected veteran status. Individuals with diverse backgrounds and those who promote diversity and a culture of inclusion are encouraged to apply. To request reasonable accommodation contact the Affirmative Action and Equal Opportunity Department at 503-494-5148 or firstname.lastname@example.org.
As an organization devoted to the health and well-being of people in Oregon and beyond, OHSU requires its employees to be fully vaccinated against COVID-19.
As the state's only health and research university, OHSU brings together patient care, research, education of the next generation of health care providers and scientists and community service to improve the health and well-being of all Oregonians.The university is a conduit for learning for more than 2,800 students, providing training to interns, residents and fellows in postgraduate medical and research. It is the only place in Oregon that grants doctoral degrees in medicine, dentistry and nursing. OHSU cares for more than 251,000 patients each year from around the region and takes a leadership role in contributing to solutions involving the health of the state and the nation, such as health care access and transparency, ethics and workforce shortage. Beyond providing critical health care services, quality education and cutting-edge research, OHSU also is a key economic and social force in the Northwest. With an annual operating budget of $2.06 billion and more than 14,000 employees, OHSU is Portland?s largest employer. Its size contributes to its ability to provide... many services and community support activities not found anywhere else in Oregon. For more information visit http://www.ohsu.edu/xd/about/index.cfm
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