Senior Marketing Operations Coordinator

Role Description

Under direct supervision, the Senior Marketing Operations Coordinator will be primarily responsible for “Level 1” responses to Marketing Central requests, across a broad range of Marketing topics and tasks. This person is the first line of person-to-person contact with lawyers and business professionals who turn to Marketing Central to access support from the firm’s Communications, Marketing and Business Development department. Leveraging in-depth knowledge documentation and working in the Marketing Request System, this person will monitor and triage the queue. Triaging work may include:

• Providing redirection
• Responding to simple inquiries
• Assigning to Level 2 Marketing Central Coordinators
• Escalating to subject matter experts

Additionally, this role may be called on to provide operational support to the Marketing organization and Marketing Central function including, but not limited to:

• Providing administrative support
• Performing data entry
• Coordinating various marketing activities

Responsibilities

• Monitors and responds to requests received via phone and email in a timely and efficient manner, while providing excellent customer service.
• Conducts data entry, ensuring 100% accuracy of transactions.
• Validates system data and resolves problems.
• Performs and maintains various system administration processes and reporting (Sitecore, eRoom) and works with various system owners (i.e. Marketing Operations, Communications) to troubleshoot errors.
• Upholds and follows all processes and workflows.
• Uses collaboration platforms to collaborate with other administrative teams.
• Prepares regularly scheduled and ad hoc reports using necessary systems.
• Responsible for executing Marketing administrative duties to include maintaining bios, bio pictures, website content, and related communications tasks.
• Provides support and performs research projects to support internal client requests (i.e. to the Continuing Legal Education (CLE) process, Legal 500, Client credentials, etc.).
• Provides operational support for firm events, including name tag/material creation, invitation process support, etc.
• Proactively identifies process improvement opportunities that lessen processing time, increase customer experience, and elevate the level of service provided to the firm.
• Provides support for additional Marketing related projects, as needed.
• Other duties as assigned.

Qualifications

• College degree required and experience related to Marketing, Analytics, Operations is preferred.
• A minimum of 3 years administrative experience, including experience with professional client service in an office environment.
• Proficiency in MS Office Suite.
• Strong data entry skills, excellent attention to detail, and strong communication skills preferred.
• Exhibits Strong Decision-Making Skills - Demonstrates the ability to make sound and appropriate decisions, particularly in situations that fall within grey areas.
• Proven ability to prioritize and complete tasks in a fast-paced, deadline-driven environment.
• Good communication and customer service skills required to interact with the firm’s lawyers, Marketing & Business Development teams and other staff on a regular basis.
• Strong organizational skills necessary to coordinate various operational tasks.
• Ability to work effectively in a fast-paced environment, as well, must possess strong problem-solving capabilities.
• High energy, reacts with appropriate sense of urgency, focuses on high quality product production and service delivery.
• Available to candidates who are in the Eastern Time Zone.

Requirements

• The Compensation range for this role is up to 65,000 USD per year and may be eligible for an annual bonus. Actual compensation within that range will be dependent upon the individual's location, skills, experience and qualifications.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) retirement plan
• Paid Time Off (PTO)