Position Description. Marketing Cloud Support Officer. Clerk 3/4. Position Classification. Organisational and Workforce Development 16/06/2016

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1 Position Description Marketing Cloud Support Officer Position Classification Clerk 3/4 Organisational and Workforce Development 16/06/2016

2 Position title Marketing Cloud Support Officer Position number Classification Clerk 3/4 Levels to Institute Director 3 No. of direct reports 0 Reports to Integrated Marketing Manager Location Location negotiable Kingscliff / Port Macquarie / Coffs Harbour (Port Macquarie or Coffs Harbour Preferred) Portfolio Market and Service Development Business level Individual Contributor Financial delegation Revenue target: Operating expenses budget: Salaries budget: Organisational context of the position The North Coast Institute of TAFE (NCI) is one of the largest regional training providers in Australia and is an innovative and community-focused organisation that actively engages with its stakeholders to provide flexible, responsive learning opportunities. It is one of ten institutes within TAFE NSW and is the premier provider of quality vocational education and training (VET) in a dynamic and fast-growing part of regional Australia. NCI has transitioned in response to radical changes in technologies, customer expectations and government reforms to make a fundamental shift from a product focus to a customer value focus. The principle of customer value is a core input into the matrix structure which provides the organisation with the agility needed to respond to changed customer needs at a state, national and global level, whether face to face, online or industry based. This focus is underpinned by a strong collaborative approach to the achievement of both portfolio and organisational objectives. The Market and Service Development Portfolio The Market and Service Development (MSD) portfolio leads and manages the identification of market opportunities, product development, research and analytics, content development, strategic partnerships and new ventures. Working closely with the Operating Models, the MSD team is contributing to building competitive advantage into the organisation. The central marketing function is accountable for developing brand strategy, building marketing capability and driving strategic execution across the whole of NCI, as well as ensuring technology platforms enhance the marketing function, ensuring data and analysis informs marketing decisions and a Community of Practise discipline exists within Marketing to build identity, share knowledge and create efficiency. The Marketing Cloud Support Officer engages Marketing Cloud technology to support marketing objectives through the analysis of key pre and post point-of-contact leads. Summary of the position s purpose To optimise marketing intelligence capability via Marketing Cloud, with the goal of maximising conversion of pre-lead awareness into enquires for all NCI brands. POSITION DESCRIPTION Marketing Cloud Support Officer POSITION NUMBER Page 2 of 5

3 Key Accountabilities Key Result Area Accountabilities Outcomes (refer to Performance Agreement for targeted, agreed annual KPI s) 1. Cloud Marketing Analyse digital interaction using Oracle Marketing Cloud with Eloqua technology to measure the success of various marketing campaigns and improve lead volume and quality Advise on Cloud-marketing insights and manage and refine NCI s understanding of customer segmentation across pre-lead marketing. Recommend opportunities to improve marketing outcomes through Cloudbased technologies that allow NCI to align customer behaviours with tactical messaging Research and analysis informs business decisions Systems and data across analytics functions at NCI are utilised to ensure tactical integration of activity 2. Administrative Support Document analyses to inform service delivery and create reports for consideration of the Head of Marketing and the Director, Market and Service Development, as required Recommendations are based on research and analysis and are communicated in a timely manner 3. Strategic and Business Planning Contribute to the optimisation of student engagement across the greater marketing and service development function through data led strategic insights to deliver highly relevant and customer centric communication. Recommendations support improved customer engagement Evolve NCI s corporate knowledge and organisational strength in the area of cloud-based marketing Establish systems for archiving and managing complex overlays within different market segments to ensure communications from NCI are neither contradictory, nor excessive Communications across NCI market segments are streamlined and aligned Collaborate with the Research & Analytics (R&A) team to integrate activity in the R&A team s performance reporting obligations POSITION DESCRIPTION Marketing Cloud Support Officer POSITION NUMBER Page 3 of 5

4 Capability, qualifications, knowledge, experience Tertiary qualifications in a relevant discipline and/or at least 2 years experience working in a contemporary marketing services environment Experience in CRM software (Oracle, SalesForce or other industry standard platforms) and cloud marketing for pre-lead and lead conversion Proven expertise integrating performance-reporting data and applying written and oral communication skills to deliver Executive-level reports with clarity of purpose Proven ability to maintain confidentiality and use initiative to plan and achieve priority outcomes Demonstrated ability to perform research and analysis to inform business decisions Ability to work collaboratively to share and challenge ideas Ability to write fluently and with grammatical accuracy in a range of styles and formats Demonstrated skills to manage own workload and complete work within tight timeframes Demonstrated resilience and adaptability in a dynamic work environment Proficiency using technology to maximise organisational effectiveness Position characteristics Communication Internal: Integrated Marketing Manager for leadership and to receive advice and support in directing and prioritising work The Websites and Customer Engagement and Student Support teams to ensure tactical integration of activity utilising systems and data Research & Analytics team consult with other the R&A team to integrate activity in the R&A teams performance reporting obligations Other staff in Marketing to collaborate on the production of hard copy, online and e-marketing material which requires written content to be produced Decision making Consult with the Integrated Marketing Manager on new initiatives Challenges Maintaining a continuous improvement approach to customer engagement through market insights within tight timeframes POSITION DESCRIPTION Marketing Cloud Support Officer POSITION NUMBER Page 4 of 5

5 TAFE NSW North Coast Institute expectations All employees of NCI are expected to: Contribute to the efficient and effective functioning of their team or business unit in order to meet organisational objectives. This includes demonstrating appropriate and professional workplace behaviours in accordance with the Code of Conduct and collaborating with each other to deliver superior service to our customers ethically and sustainably. This includes responsible stewardship of our resources Undertake other key responsibilities or activities as directed by their line manager Participate in the Performance Development Review process which includes a regular review of their performance against the responsibilities and performance objectives associated with the role and demonstration of appropriate behaviours which reflect a commitment to NCI s values and strategy Understand and comply with all policies and procedures. Document version: 1.0 Final Document date: 16 June 2016 POSITION DESCRIPTION Marketing Cloud Support Officer POSITION NUMBER Page 5 of 5

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