Client Services Manager

Client Services Manager

Location: Marketing Department
Regular/Temporary: Regular
Job ID: 606758
Full/Part Time: Full-Time

Workplace Culture

NAU aims to be the nation's preeminent engine of opportunity, vehicle of economic mobility, and driver of social impact by delivering equitable postsecondary value in Arizona and beyond.



Special Information

This position is a hybrid position which allows the incumbent to complete their work at both an NAU site, campus, or facility and at a non-centralized site with or without accommodation.

Job Description

Northern Arizona University's marketing department is seeking a qualified Client Services Manager to join our dynamic client services team. This role is responsible for advising and supporting several NAU colleges or/and divisions, as well as coordinating general marketing services that support NAU's strategic goals and objectives.

Additional key responsibilities include: Participates in strategic planning and resource allocation; helps drive major initiatives by understanding effective brand positioning, product promotion, and portfolio/project management. Plans and coordinates marketing initiatives that develop and increase university, college and/or program affinity. Coordinates with creative, digital, and operations teams to arrange resources, establish budgets, and confirm timelines. Coordinates project scope, timeline, budget, and client communications. Ensures university quality and brand standards are met; ensures project objectives are attained.

Incumbents must be able to leverage strategic, entrepreneurial, and analytical approaches to marketing projects; serve as the point of contact and primary liaison for assigned client portfolios; leverage internal and external resources/personnel to build and execute successful marketing campaigns; and communicate effectively and diplomatically with peers, clients, executives, and across departments. In addition, incumbents must excel in a fast-paced environment, adapt quickly to changing priorities, operate with high attention to detail, maintain marketing and communications skills, work within established department and university processes, and leverage relevant industry trends and indicators.

Relationship Management - 30%

• Serve as lead account manager to assigned portfolio of colleges and divisions, interfacing regularly with client and partner key contacts (deans, associate deans, vice presidents, directors, and coordinators) to ensure effective planning, implementation, and evaluation of marketing programs.
• Serve as a member of clients' management teams by participating in strategic planning and resource allocation discussions.
• Provide professional marketing consultation to clients and define effective marketing strategies on their behalf (e.g., clarify business and marketing goals, establish measurable outcomes, develop audience personas, guide necessary market research, and evaluate results).
• Develop an annual strategic marketing plan for each client; generate buy-in among key stakeholders; develop marketing funding requests and manage marketing funds; brief clients on monthly progress/results.
• Scope and initiate projects on behalf of clients and manage client communications throughout the project lifecycle; provide strategic direction to creative and digital teams to ensure deliverables meet client needs; and advocate for client goals throughout the project.
• Serve as a department representative and liaison with campus groups promoting university-wide brand and growth initiatives.
• Maintain and leverage up-to-date knowledge of relevant trends higher education, marketing, recruitment, and communications, to provide sound guidance to clients on marketing investments.

Product Marketing Management - 30%

• Work cross-functionally with marketing, communications, academic, admissions, and alumni teams, as well as third party/agency resources, to raise awareness, affinity, and consideration of NAU, colleges, and/or programs.
• Identify top competitors, develop competitive positioning, and ensure competitive positioning is integrated into marketing collateral and recruitment tools.
• Develop tailored value propositions, messaging, and positioning strategies for each program/segment, aligned with the prospective student journey.
• Identify effective marketing channels for specific campaigns and initiatives.
• Plan and implement lead generation campaigns to support recruitment targets.
• Own and manage all program materials, from flyers to videos, emails, and website copy.
• Drive collection and dissemination of testimonials and visual assets to support marketing campaigns.
• Maintain knowledge of best practices related to audience assessment, competitor/market analysis, brand awareness, growth marketing, and customer journeys.

Portfolio/Project Management - 25%

• Manage a diverse portfolio of marketing projects, including website optimization, traditional and digital advertising, lead generation campaigns, email campaigns, events, photo and video shoots, signage, and printed collateral.
• Collaboratively leverage department resources (design, editorial, digital, photography, videography, operations), university resources (University Communications, University Events, Athletics, IT Services, Enrollment Management, Student Affairs, etc.), and external resources (printers, marketing firms, recruitment firms, digital firms) for timely, cost-effective, and successful project resourcing.
• Manage the health of assigned project portfolios by: maintaining positive relationships internally and externally; proactively managing project schedules, approvals, and deliverable routing; tracking and documenting issues and project progress in the department's web-based project management systems; maintaining awareness of creative team capacity; and organizing and/or actively participating in weekly and ad-hoc meetings with project teams (project intake/review meetings, portfolio reviews, project kick off's, and project post-mortems).
• Collaborate with marketing team members to ensure brand compliance and to capture and analyze project outcomes.
• Communicate regularly with leadership on the status of assigned accounts/portfolio (project statuses, outcomes, proposed/planned initiatives, etc.); produce monthly and quarterly progress reports and outcomes assessments.
• Comply with established departmental processes and university policies.

Other - 15%

• Supervise support staff, students and/or vendors, as assigned.
• Provide consulting and support for major institutional initiatives.
• Recommend and contribute to the development of policies and procedures related to marketing services.
• Represent University Marketing on various committees, work groups and employee forums.
• Participate in onboarding and training of new client service managers and support staff.
• Perform various other duties, as assigned.

Minimum Qualifications

• Bachelor's degree in related field.
• 1-2 years of relevant program management experience.
• 2-4 years of related experience (relevant combination of relationship/account management, marketing, and project management).
• Any combination of relevant education and experience may be substituted for the educational requirement on a year-for-year basis.

Preferred Qualifications

• Related experience working in an advertising/marketing/communications agency environment (or similar).
• Digital marketing experience.
• Excellent presentation skills.
• Experience working within a university or similarly large/complex environment.

Knowledge, Skills, & Abilities

• Advanced knowledge of client business and relationship management.
• Advanced knowledge of marketing project management processes, and concepts, including relevant media applications and university regulations.
• Knowledge of marketing concepts and applications.
• Knowledge of marketing project management best practices.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
• Project and time management skills.
• Strong organizational, planning, and meeting facilitation skills.
• Workflow process mapping and optimization skills.
• Collaboration, negotiation, and conflict management skills.
• Project management tools and techniques.
• Skill in preparing reports and summaries.
• Ability to communicate with and advise senior level internal clients.
• Demonstrates problem solving, organizational, and analytical capabilities.
• Balances competing priorities.
• Analyzes complex situations and anticipates issues.
• Maintains effective working relationships.
• Communicates effectively.
• Promotes a diverse, inclusive environment.

Background Information

Northern Arizona University requires satisfactory results for the following: a criminal background investigation, an employment history verification and a degree verification (in some cases) prior to employment. You may also be required to complete a fingerprint background check. Additionally, as an employer in the state of Arizona, NAU is required to participate in the federal E-Verify program that assists employers with verifying new employees' right to work in the United States. Finally, each year Northern Arizona University releases an Annual Security Report. The report is a result of a federal law known as the Clery Act. The report includes Clery reportable crime statistics for the three most recent completed calendar years and discloses procedures, practices and programs NAU uses to keep students and employees safe including how to report crimes or other emergencies occurring on campus. In addition, the Fire Safety Report is combined with the Annual Security Report for the NAU Flagstaff Mountain Campus as this campus has on-campus student housing. This report discloses fire safety policies and procedures related to on-campus student housing and statistics for fires that occurred in those facilities. If you would like a free paper copy of the report, please contact the NAUPD Records Department at (928) 523-8884 or by visiting the department at 525 E. Pine Knoll Drive in Flagstaff.

Salary

Anticipated salary range is $72,445 - $90,556. Annual salary commensurate with candidate's qualifications and related experience.

FLSA Status

This position is exempt from the overtime provisions of the Fair Labor Standards Act (FLSA) and therefore will not earn overtime or compensatory time for additional time worked.

Benefits

This is a Service Professional (SPF) position. NAU offers an excellent benefit package including generous health, dental and vision insurance; participation in the Arizona State Retirement System or the Optional Retirement Program; 22 days of vacation and 10 holidays per year; and tuition reduction for employees and qualified dependents. More information on benefits at NAU is available on the Human Resources benefits website. NAU is a tobacco and smoke-free campus. Service Professionals are hired on a contract basis, renewable each 6 months according to terms of the Conditions of Professional Service. Employees offered a position will be eligible for state health plans (including NAU's BCBS Plan). New employees are eligible for benefits on the first day of the pay period following their enrollment, after their employment date. Employees will have 31 days from their start date to enroll in benefits. If a new employee chooses the ASRS retirement option, participation in the Arizona State Retirement System, and the long-term disability coverage that accompanies it, will begin on the first of the pay period following 6 months after the new employee's start date. New employees who choose to participate in the Optional Retirement Plan (ORP), which is an alternative to the ASRS plan for faculty and other appointed staff, will begin to participate on the first day of employment. Additionally, the long-term disability plan that accompanies the ORP will begin on the first day of employment.

Learning and Development

Your career at Northern Arizona University includes the opportunity for professional development. New employee on-boarding training includes courses to be completed within the first 30 days.

Immigration Suppt/Sponsorship

NAU will not provide any U.S. immigration support or sponsorship for this position.

Application Deadline

February 1, 2023 at 11:59 p.m.

How to Apply

To apply for this position, please click on the "Apply" button on this page. You must submit your application by clicking on the "Submit" button by midnight of the application deadline. If you need assistance completing your application there are instructions available on the Human Resources website or in person in the Human Resources Department located in Building 91 on the NAU Campus - on the corner of Beaver and DuPont Streets.

If you are an individual with a disability and need reasonable accommodation to participate in the hiring process please contact the Disability Resources Office at 928-523-8773, DR@nau.edu, or PO Box 5633, Flagstaff AZ 86011.

Equal Employment Opportunity

Northern Arizona University is a committed Equal Opportunity/Affirmative Action Institution. Women, minorities, veterans and individuals with disabilities are encouraged to apply. NAU is responsive to the needs of dual career couples.

EEO is the Law Poster and Supplements

NAU is an Employer of National Service. AmeriCorps, Peace Corps, and other National Service alumni are encouraged to apply.



To apply, visit https://hr.peoplesoft.nau.edu/psp/ph92prta/EMPLOYEE/HRMS/c/HRS_HRAM.HRS_APP_SCHJOB.GBL?Page=HRS_APP_JBPST&Action=U&FOCUS=Applicant&SiteId=1&JobOpeningId=606758&PostingSeq=1



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