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Arcadia University · 11 hours ago

Digital Content and Communications Manager

United States

Full-time

Remote

Mid Level

3+ years exp

Arcadia University is a top-ranked private university in Greater Philadelphia, and they are seeking a Digital Content and Communications Manager. This role is responsible for managing the quality and consistency of external student-facing content, overseeing email campaigns, and developing training programs for staff on the Salesforce Account Engagement platform.

CommunitiesHealth CareHigher EducationTraining

Responsibilities

Serve as the final editor and quality assurance specialist for all student-facing content (digital, print, and scripts) created by internal departments (e.g., Advising and Student Engagement; Academics; Marketing, Health, Safety and Student Affairs...)

Develop process and approach for submission of content to be reviewed with turnaround time expectations and feedback mechanisms

Ensure all external communication is clear, concise, accessible, and consistently matches the required voice and tone of Arcadia Abroad

Develop and maintain a comprehensive content style guide and communication standards for external student messaging

Refine and rework content provided by subject matter experts to optimize it for its intended channel (e.g., condensing policy details for email, adapting application steps for web copy)

In coordination with the Director of MarketingLead Generation, manage the content inventory and lifecycle, ensuring older materials are retired or updated in a timely manner

Serve as the primary administrator and expert for Salesforce EdCloud Account Engagement, overseeing its configuration, integrations, and overall performance

Under the direction of the Director of MarketingLead Generation, design, build, test, and execute complex, multi-step email marketing campaigns and automated engagement programs (e.g., nurture campaigns, segmented communications, event invitations) using the approved, edited content

Manage email lists, ensure compliance with communication regulations and policies, and maintain data cleanliness within the platform

Develop and enforce governance best practices for email templates, content standards, and segmentation criteria to maintain system efficiency and data integrity

In coordination with Assistant Director of Organizational Effectiveness, monitor and analyze campaign performance metrics (open rates, click-through rates, conversion rates) and lead scoring models to provide data-driven insights and recommendations for optimization

Monitor students' transition into their study abroad programs and work with Advising and Student Engagement to provide early interventions when necessary

Connect students to academic and personal support resources to ensure a successful start to their study abroad journey and ongoing engagement

Assess what guidance may be needed for students in areas such as career exploration, academic planning, and goal setting. In collaboration with relevant Arcadia Abroad teams, develop resources in areas of need

Design and deliver comprehensive training programs and documentation (guides, videos, workshops) to relevant departmental staff on the effective use of Salesforce Account Engagement

Train key stakeholders on essential platform functions, including email creation, list segmentation, reporting, and campaign deployment, tailored to meet specific departmental communication objectives

Act as the Tier 1 support for internal Account Engagement users, troubleshooting issues and providing expert guidance

Cultivate a community of practice among platform users to foster knowledge sharing and ensure business continuity

In coordination with Assistant Director of Organizational Effectiveness, track key communication performance indicators and report on the effectiveness of content and email campaigns in driving enrollment yield and student engagement

Analyze student communication trends and content consumption patterns to inform future strategy and identify content gaps across all formats

Qualification

Salesforce Account EngagementContent editingEmail campaign managementTechnical writingProject managementTraining staffHTML/CSSContent governanceA/B testingVerbal communication

Required

Bachelor's degree required

Minimum of 3 years of experience in content editing, quality assurance, technical writing, or communications management, ideally in a complex, multi-stakeholder environment

Proven hands-on experience setting up, managing, and optimizing email campaigns and automation within an enterprise marketing automation platform, with a strong preference for Salesforce Account Engagement

Exceptional editing, proofreading, and verbal communication skills, with an ability to refine content from various sources to meet a unified brand standard

Strong organizational and project management skills with the ability to manage multiple priorities and deadlines

Demonstrated experience in training staff or users on a complex software platform

Experience with Salesforce and Account Engagement is required