Communications and Marketing

Job Description

Job Purpose

As a key member of SUSS’ Digital Marketing team, the role will consolidate and manage the SUSS Digital ecosystem to deliver a strong, unified customer experience across the university’s platforms (website, social platforms, others). It will also contribute to exciting digital/social campaigns from conceptualisation to content creation, organic and paid, to build SUSS’ brand mindshare and extend our reach to the digital population.

As the team champions the university’s digital marketing efforts, this person possesses a natural passion in and keen pulse on latest digital marketing, martech trends and consumer insights, which are key to advance our digital strategies and impart best practices to internal stakeholders.

If you think you fit this role, join us to part of our university’s brand building journey!

Roles & Responsibilities

Digital Experience & Social Care Management (40%)

• Research, analyse, consolidate and manage SUSS user interface and customer experience journeys across digital touchpoints.
• Derive ongoing insights and implement continuous platform improvements for optimised CX and customer conversions across all touchpoints.
• Set up user and digital experience guidelines and processes, aligned to digital playbook, for internal stakeholders, agencies and markets.
• Review and study platform needs and support required as a centralised location for channeling and responding to social queries.
• Provide operational framework and guide for internal teams to assign manpower for query and response management on selected platform.
• Analyse overall query volume and sentiments to measure success.

Website/Intranet/Channel Enhancements & Management (30%)

• Launch and map out improvements to SUSS digital properties (marketing automation, email marketing).
• Identify new digital channels to reach out to our target audiences.
• Support ongoing website & intranet enhancements and content/platform review.
• Review and attend to internal teams’ content or collaboration requests on website/intranet.
• Liaise with vendors on platform support and troubleshooting of user issues.

Digital Campaign Management (15%)

• Work with agencies and internal stakeholders to drive organic and paid campaigns as part of our always-on digital marketing strategies.
• Plan and manage campaign calendars towards completion and analyse outcomes for future calibration.
• Ideate and contribute to content creation for driving SUSS’ owned platforms to reach wider audience and attain strong engagement outcomes.

Analytics Reporting & Asset Production cum Training (15%)

• Provide monthly reporting that shows an integrated view on the performance of all our digital channels (website, intranet and social media) and recalibrate digital strategies.
• Plan and produce a steady stream of digital assets that align with brand guidelines for amplification across SUSS touchpoints - maintain unified brand image.
• Keep abreast of and organise training for internal teams on best CX practices, martech trends and digital knowledge exchange across platforms.

Job Requirements

• Minimum 3 to 5 years in digital marketing, spanning across SEO/SEM, social media, online advertising and website content production roles.
• Understanding of target audience experience management and devising digital campaigns, experienced with A/B and multivariate experiments.
• Solid knowledge with website, SEO/SEM, social media/digital platforms and tools from content publishing to analytics reporting to visual design like Google Analytics, Data Studio, Sprout Social, Semrush, Hubspot or equivalent.
• Direct experience managing digital properties, from brief to delivery and customer experience management would be advantageous.
• Prior knowledge of Sitefinity CMS, Sharepoint, CRM/CDP is a plus.
• Strong analytical thinker and data-driven thinking.
• Excellent written and verbal communicator with engaging interpersonal skills.
• Strong independent contributor and collaborative team player with a good learning and can-do spirit.
• Tech-savviness is a must, with ability to learn new tools fast and figure technology out.
• Strong attention to detail and ability to multi-task projects, priorities, schedules and deliverables.
• Degree in marketing, new media, digital media/content creation, communications-related field.