Director, Constituent Experience

Charlotte, NC, United States

WHO WE ARE:

The National Multiple Sclerosis Society mobilizes people and resources to drive research for a cure and to address the challenges of everyone affected by MS. To fulfill this mission, the Society funds cutting-edge research, drives change through advocacy, facilitates professional education, collaborates with MS organizations around the world, and provides programs and services designed to help people with MS and their families move their lives forward. We partner with volunteers to accomplish our work. Staff members engage volunteers through effective and timely communications, facilitating meaningful opportunities, and continually seeking and providing feedback for reciprocal growth and learning.

The Director, Constituent Experience will be a key member in delivering strategic business outcomes. With a strong focus on the metrics including revenue, demand, traffic, website conversion, retention, and engagement, the position will oversee marketing Society's events, products, and campaigns focusing on Leadership Events, Individual Giving and Corporate Giving. This leader will be part of teams that define campaign objectives, determine target audiences, key messages, and channels. As a result of this work, the Society will deliver personalized journeys for our constituents to maximize individuals' lifetime engagement, drive revenue and increase the Society's impact on people affected by MS. Lead Marketing Campaign Development (40%)

Design marketing initiatives to ensure that a continuous stream of relevant content is delivered to target audiences via multiple channels, including email, social media, events, and web

Lead the development of campaign content and marketing strategies, driving deeper connections with Society constituents across several functional areas

Build and define marketing strategies & tactical plans for customer experience and constituent facing campaigns, experience programs & offerings to increase awareness and engagement, demand, adoption, and advocacy

Collaborate functional leadership to assess innovative tools, methodologies and approaches to help drive results, impact and/or speed to market

Work in a matrixed environment to develop marketing strategy and expand core capabilities and experiences for the constituents we serve

Partner with technology experts to understand data flow & technical feasibility

Uncover business opportunities through analysis of customer, web, and marketing data

Identify and research trends in marketing technology and continuously update team on new capabilities to enhance our marketing strategies and digital portfolio

Lead Marketing Campaign Delivery (50%)

Oversee the production, implementation and tracking of marketing campaigns for designated departments

Ensure campaign brand adherence, ensuring timely collaboration and tactical execution

Oversee the development of marketing materials to ensure accuracy and provide formal sign off when applicable

Oversee data management needed to execute campaign tactics including, list pulls, data scrubbing and QA checks

Partner with technology experts to understand data flow & technical feasibility of campaign level strategies and tactics

Partner the functional leaders and marketing team members ensuring the tasks are briefed and designed in alignment with the campaign objectives

Manage ongoing changes to the campaign and added projects associated with the overall campaign including ensuring all downstream changes needed

Track and measure program and campaign goals (10%)

Compile regular reports of campaign performance and results to track and measure success

Coordinate regular reports of campaign results, including web analysis and evaluation of KPIs.

Collect and use data to inform new campaigns and the evaluation of existing campaigns.

Maintain regular measurement of the ROI of campaigns and progress to campaign goals

Uncover business opportunities through analysis of available marketing data

Other duties as assigned

Minimum Experience/Skills/Competencies Required

6+ 10 years of managing brand, marketing and/or complex campaigns

Strong analytical, project management, and both written and oral communications skills are required.

E-mail marketing and loyalty program management experience, preferred

Adept at metrics analysis, can draw conclusions, and recommend immediate action

Ability to lead through collaboration to think critically, initiate and bring multiple projects to fruition

Experience working in a matrixed environment to prioritize and manage projects, as well as fully leverage resources, a plus

Exceptional interpersonal skills for relationship building at all levels of organization, including cross-departmental colleagues, C-suite, and clients

Ability to thrive in a lean, self-motivated, proactive environment

Commitment to diversity of thought and consideration of different ideas

Strong relationship building and communication skills with the ability to build trust and motivate staff and volunteers to perform at their best to achieve strategic business outputs

Occasional travel required

Technical/Other

Experience with marketing technology, specifically Campaign Management and Data Management Platforms a plus

Experience with project management technology a plus (Asana)

Communications and brand/marketing development and management experience, including media management and internal communications tools, systems, and processes; expertise in content planning and developing across an organization

Exceptional writing and communications skills required.

Experience influencing and directing layout/design development (web, video, and print) and evaluation preferred.

Compensation & Benefits Information

The estimated hiring compensation range for this role is$69,000 - $90,000. Final offers will be based on the candidate'sgeographic location and consider career experience and may vary from this range due to these and other factors.

The National Multiple Sclerosis Society provides a highly competitive, comprehensive benefit package to employees. These benefits include a considerable Paid Time Off Plan; Paid Holidays; 401k Retirement Savings Plan with Society match; Educational Reimbursement Plan; Professional Development Assistance; Commuter Benefit Plan; Comprehensive Health & Welfare benefits including Medical, Dental, Vision, Flex Spending Accounts, Life Insurance, Disability Coverage, Life Assistance Plan as well as additional voluntary benefit offerings.

The Society has a career framework that is our foundation of a clear, consistent structure for growth and careers. It is comprised of career bands and career levels, as well as functions and disciplines, that together, capture the Society's positions and work.

This position is in the Professional career band and a level of 3 (P3).

The National MS Society is committed to building a diverse and inclusive workforce. We strive to create a workforce that reflects the communities we serve and where everyone feels empowered to bring their authentic selves to work. We need you and your unique talents and perspectives to help us write the last chapter on MS.

The National MS Society is committed to building a diverse and inclusive workforce. We strive to create a workforce that reflects the communities we serve and where everyone feels empowered to bring their authentic selves to work. We need you and your unique talents and perspectives to help us write the last chapter on MS.

APPLICATION INSTRUCTIONS:

We appreciate your consideration of our job opportunities and strive to make it as effortless as possible to apply for our positions. With only a few required sections and the option to use our resume parsing tool, we aim to streamline the application experience, saving you time and effort. Additionally, if you wish to include a cover letter with your application, please feel free to attach it along with your resume , and any other documents required, to the Resume/CV document upload section at the bottom of the My Experience page. We appreciate your interest in joining our team and look forward to receiving your application!

Important : Please check the job posting to see if a Cover Letter or any other documents are required for the position you are applying to. You will not be able to modify your application after you submit it. The My Experience page is the only opportunity to add your cover letter and supporting document attachments. If you experience any trouble submitting your materials, please check out our FAQ & Contact Us page.

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