Job Title: Web Experience Administrator ( On-line Account Management)
Job ID: 05196
Division: Marketing
Work Location(s): United States-Wisconsin-Madison
Full/Part Time: Full-Time
Position detail
Focus of this position will be the amfam.com service program.
Selected candidate will manage the online experience of areas of amfam.com such as My Account, Online Billing, Pay Now, Report a Claim, View Claim Status and Customer Feedback.
Strong understanding of eCommerce and Customer Service experience preferred.
Position Objective
The Web Experience Administrator facilitates the development of the amfam.com and field website strategy, overseeing content creation and maintenance, site navigation and information architecture, site performance and the effective digital communication of the company's mission, vision and values. Collaborates with each business line to provide strategic leadership in spearheading web expertise and solutions to align customer needs and company goals. The Web Experience Administrator contributes general strategies and lead strategies in key areas such as Content Management, Sales Tools, Service Tools and Field Force Promotion. Focus is on the integration of customer services to foster online brand awareness and optimal digital experience.
Primary Accountabilities
- Amfam.com Strategy Development (25%)
- Develop and execute amfam.com marketing strategies to support business and revenue models for online channels to design and manage all components of amfam.com content, sales, service, field force promotion, metrics and technology components to support overall company objectives.
- Collaborate with Marketing and consumer insights to prioritize customer needs and target segments by optimizing the consumer`s online experience.
- Coordinate with internal and external business partners to ensure that all digital marketing strategies are in line with the overall brand strategy.
- Community and company evangelist to optimize website opportunities.
- Develop and execute online multi-lingual strategy.
- Serve as expert of digital best practices, trends, and tools to help position online products and anticipate changes in consumer preferences to adjust strategy according to digital thought leadership.
- Program and Project Management (20%)
- Initiates a project following established corporate and divisional procedures. Iteratively refines project objectives, scope, charter, cost/benefit and impact analysis throughout the life-cycle of the project.
- Applies corporate and division project and program management tools and methods including project planning, risk management, resource management, scheduling, stakeholder management, implementation, and benefits realization.
- Serves as a project manager for divisional and cross-divisional projects relating to digital marketing and engagement. Also manages programs involving multiple interdependent projects that together are designed to meet online market objectives.
- Builds effective project teams, often involving cross-functional and cross-divisional resources.
- Online Marketing & Partnerships (15%)
- Develop online marketing partnerships to optimize corporate and field force websites.
- Collaborate with digital search strategy in order to increase traffic to corporate websites.
- Research and implement email marketing campaigns to drive traffic to sales and service offerings.
- Optimize digital campaigns through the review of targeted, creative and messaging approaches. Test strategies for digital campaigns.
- Ensure digital messaging is baked into print ads, online media buys and other marketing efforts.
- Manage campaign deliverables, measure and refine campaigns by recommending and implementing strategies to achieve intended goals.
- Optimizing Online User Experience (10%)
- Create and execute results-driven, breakthrough online products and services that ensure marketing and branding leadership.
- Design and develop web sites to optimize the user interface and workflow for all AFI websites to communicate products, increase conversion and drive key selling and servicing activities.
- Work in partnership with Advertising to ensure consistent and appropriate branding, image and content delivery across the entire website and correlating site linkage.
- Collaborate with I/S Usability Services to design and develop service tools that meet the consumer needs using development technologies (i.e. Dreamweaver, HTML, Flash).
- Serve as subject matter expert on company-wide digital customer preferences in order to create a positive digital experience.
- Digital Search and Web Analytics (10%)
- Implement search engine programs to drive traffic to our network of sites.
- Identify and monitor visitor patterns, trends and opportunities.
- Track and analyze performance of website.
- Recommend and implement strategies to improve results.
- Execute digital metric strategy for Search Engine Marketing (search engine optimization, paid placement, and paid inclusion).
- Identify key metrics for successful online launches.
- Internet Technologies (10%)
- Align the company`s marketing capabilities and digital marketing channels for the provision of online customers' goods and services.
- Research and monitor emerging digital web technologies and provide strategic recommendations to market AFI products.
- Assess the impact of internet technologies on an organization`s external environment paying particular attention to the competitive market place, competitors' strategies and executions of digital marketing strategies.
- Assess the impact of macro and micro factors that can affect digital marketing strategies and provide recommendations where appropriate.
- Conduct regular review of site analytics to ensure that continuous improvements are being made.
- Identify and apply appropriate technology by working with the I/S web team and outside agencies.
- Measurement, Analysis & Communication (5%)
- Develops, facilitates measurements, and data collection processes to assess and better understand online traffic and conversion rates via metric tools (i.e. Omniture).
- Develop and analyze onsite survey information to gain detailed customer insights utilizing survey tools (i.e. Vovici).
- Measures, monitors and analyzes digital marketplace effectiveness and efficiency. Gathers data through analytics, surveys, focus groups and usability testing.
- Analyzes and disseminates customer information within and between divisions. Develops ways to represent data so that it is accessible and useful to marketing and other company divisions.
- Provides analysis and insights into digital experience and provide recommendations to all divisions.
- Strategies Linked to the Division's Business Goals/Results (5%)
- Establishes, communicates, and implements departmental plans, objectives, and strategies.
- Facilitates teams. Leads or participates in division and corporate projects, committees and studies.
- Maintains an active awareness of American Family's business environments, corporate culture, and structure to support key decision-making.
Job Competencies
- Achieve Results
- Be Accountable
- Maximize Customer Experience
- Continuous Improvement
- Initiative
- Innovation
- Planning & Organizing
- Strategic Thinking
Specialized Knowledge and Skills Requirements
- Demonstrated experience communicating technical concepts clearly and concisely both orally and in writing.
- Demonstrated expertise in public speaking and use of appropriate presentation skills.
Travel Requirements
- This position requires travel up to 25% of the time
Company Information
We offer a comprehensive benefits package that includes health, life and dental insurance, a 401(K) plan, paid holidays, vacation and sick leave and the opportunity for career development. If you would like to put your career in motion apply online today!
A career move to join American Family Insurance may also mean a physical move for you. If you are selected for an interview, information will be provided on the level of relocation assistance available during the interview.
Offer to selected candidate will be made contingent on the results of background checks.
CB1
J2W:GIJ
J2W:LI
Please review the job requirements.
Job ID: 05196
Division: Marketing
Work Location(s): United States-Wisconsin-Madison
Full/Part Time: Full-Time
Position detail
Focus of this position will be the amfam.com service program.
Selected candidate will manage the online experience of areas of amfam.com such as My Account, Online Billing, Pay Now, Report a Claim, View Claim Status and Customer Feedback.
Strong understanding of eCommerce and Customer Service experience preferred.
Position Objective
The Web Experience Administrator facilitates the development of the amfam.com and field website strategy, overseeing content creation and maintenance, site navigation and information architecture, site performance and the effective digital communication of the company's mission, vision and values. Collaborates with each business line to provide strategic leadership in spearheading web expertise and solutions to align customer needs and company goals. The Web Experience Administrator contributes general strategies and lead strategies in key areas such as Content Management, Sales Tools, Service Tools and Field Force Promotion. Focus is on the integration of customer services to foster online brand awareness and optimal digital experience.
Primary Accountabilities
- Amfam.com Strategy Development (25%)
- Develop and execute amfam.com marketing strategies to support business and revenue models for online channels to design and manage all components of amfam.com content, sales, service, field force promotion, metrics and technology components to support overall company objectives.
- Collaborate with Marketing and consumer insights to prioritize customer needs and target segments by optimizing the consumer`s online experience.
- Coordinate with internal and external business partners to ensure that all digital marketing strategies are in line with the overall brand strategy.
- Community and company evangelist to optimize website opportunities.
- Develop and execute online multi-lingual strategy.
- Serve as expert of digital best practices, trends, and tools to help position online products and anticipate changes in consumer preferences to adjust strategy according to digital thought leadership.
- Program and Project Management (20%)
- Initiates a project following established corporate and divisional procedures. Iteratively refines project objectives, scope, charter, cost/benefit and impact analysis throughout the life-cycle of the project.
- Applies corporate and division project and program management tools and methods including project planning, risk management, resource management, scheduling, stakeholder management, implementation, and benefits realization.
- Serves as a project manager for divisional and cross-divisional projects relating to digital marketing and engagement. Also manages programs involving multiple interdependent projects that together are designed to meet online market objectives.
- Builds effective project teams, often involving cross-functional and cross-divisional resources.
- Online Marketing & Partnerships (15%)
- Develop online marketing partnerships to optimize corporate and field force websites.
- Collaborate with digital search strategy in order to increase traffic to corporate websites.
- Research and implement email marketing campaigns to drive traffic to sales and service offerings.
- Optimize digital campaigns through the review of targeted, creative and messaging approaches. Test strategies for digital campaigns.
- Ensure digital messaging is baked into print ads, online media buys and other marketing efforts.
- Manage campaign deliverables, measure and refine campaigns by recommending and implementing strategies to achieve intended goals.
- Optimizing Online User Experience (10%)
- Create and execute results-driven, breakthrough online products and services that ensure marketing and branding leadership.
- Design and develop web sites to optimize the user interface and workflow for all AFI websites to communicate products, increase conversion and drive key selling and servicing activities.
- Work in partnership with Advertising to ensure consistent and appropriate branding, image and content delivery across the entire website and correlating site linkage.
- Collaborate with I/S Usability Services to design and develop service tools that meet the consumer needs using development technologies (i.e. Dreamweaver, HTML, Flash).
- Serve as subject matter expert on company-wide digital customer preferences in order to create a positive digital experience.
- Digital Search and Web Analytics (10%)
- Implement search engine programs to drive traffic to our network of sites.
- Identify and monitor visitor patterns, trends and opportunities.
- Track and analyze performance of website.
- Recommend and implement strategies to improve results.
- Execute digital metric strategy for Search Engine Marketing (search engine optimization, paid placement, and paid inclusion).
- Identify key metrics for successful online launches.
- Internet Technologies (10%)
- Align the company`s marketing capabilities and digital marketing channels for the provision of online customers' goods and services.
- Research and monitor emerging digital web technologies and provide strategic recommendations to market AFI products.
- Assess the impact of internet technologies on an organization`s external environment paying particular attention to the competitive market place, competitors' strategies and executions of digital marketing strategies.
- Assess the impact of macro and micro factors that can affect digital marketing strategies and provide recommendations where appropriate.
- Conduct regular review of site analytics to ensure that continuous improvements are being made.
- Identify and apply appropriate technology by working with the I/S web team and outside agencies.
- Measurement, Analysis & Communication (5%)
- Develops, facilitates measurements, and data collection processes to assess and better understand online traffic and conversion rates via metric tools (i.e. Omniture).
- Develop and analyze onsite survey information to gain detailed customer insights utilizing survey tools (i.e. Vovici).
- Measures, monitors and analyzes digital marketplace effectiveness and efficiency. Gathers data through analytics, surveys, focus groups and usability testing.
- Analyzes and disseminates customer information within and between divisions. Develops ways to represent data so that it is accessible and useful to marketing and other company divisions.
- Provides analysis and insights into digital experience and provide recommendations to all divisions.
- Strategies Linked to the Division's Business Goals/Results (5%)
- Establishes, communicates, and implements departmental plans, objectives, and strategies.
- Facilitates teams. Leads or participates in division and corporate projects, committees and studies.
- Maintains an active awareness of American Family's business environments, corporate culture, and structure to support key decision-making.
Job Competencies
- Achieve Results
- Be Accountable
- Maximize Customer Experience
- Continuous Improvement
- Initiative
- Innovation
- Planning & Organizing
- Strategic Thinking
Specialized Knowledge and Skills Requirements
- Demonstrated experience communicating technical concepts clearly and concisely both orally and in writing.
- Demonstrated expertise in public speaking and use of appropriate presentation skills.
Travel Requirements
- This position requires travel up to 25% of the time
Company Information
We offer a comprehensive benefits package that includes health, life and dental insurance, a 401(K) plan, paid holidays, vacation and sick leave and the opportunity for career development. If you would like to put your career in motion apply online today!
A career move to join American Family Insurance may also mean a physical move for you. If you are selected for an interview, information will be provided on the level of relocation assistance available during the interview.
Offer to selected candidate will be made contingent on the results of background checks.
CB1
J2W:GIJ
J2W:LI
Please review the job requirements.