Omni Multichannel Digital Subject Matter Expert (SME)

Company Overview:

For the past 15+ years, eTelligent Group has consistently delivered excellent services that are demonstrated through our exceptional past performances. As a small business, we have distinguished our company as effective problem solvers with innovative, scalable solutions. We integrate CMMI Dev V2.0 Level 3 processes, tools, and techniques with innovative, cost-efficient, and secure solutions to address complex challenges. We also hold ISO 9001:2015, ISO/IEC 27001:2013, and ISO/IEC 20000-1:2018 certifications.

Position Overview:

We are looking for a talented and highly motivated Omni Multichannel Digital Subject Matter Expert (SME) to join our team in the DMV area (preferred). As an Omni Multichannel Digital SME, you will be at the forefront of our digital transformation, leading the development and execution of omnichannel strategies to create seamless and engaging customer experiences across various digital platforms. Your expertise will be crucial in driving customer acquisition, retention, and overall business growth through innovative digital initiatives.

Roles & Responsibilities:

• Omnichannel Digital Strategy: Collaborate with cross-functional teams to define and implement an innovative omnichannel digital strategy that aligns with the company's vision and business objectives.
• Digital Customer Journey Optimization: Analyze and optimize the customer journey across digital touchpoints, ensuring a cohesive and personalized experience throughout the entire customer lifecycle.
• Multichannel Integration: Oversee the integration of various digital channels, such as website, mobile app, social media, email marketing, and online advertising, to deliver a seamless multichannel experience.
• Digital Analytics and Insights: Utilize data analytics tools to monitor, measure, and analyze digital performance metrics, providing actionable insights for continuous improvement and growth.
• Emerging Digital Technologies: Stay updated with the latest digital trends, technologies, and best practices to identify opportunities for innovation and competitive advantage.
• User Experience (UX) Enhancement: Collaborate with UX/UI designers and developers to optimize digital interfaces, ensuring intuitive and user-friendly experiences across all digital platforms.
• Content Strategy and Personalization: Work with content creators to develop a data-driven content strategy that resonates with target audiences and drives engagement and conversion.
• SEO and SEM: Develop and implement search engine optimization (SEO) and search engine marketing (SEM) strategies to improve online visibility and drive qualified traffic.
• Mobile Marketing: Lead mobile marketing initiatives, including app development, push notification campaigns, and mobile loyalty programs.
• Digital Advertising: Oversee digital advertising efforts, including paid social media campaigns, display ads, and programmatic advertising, to enhance brand awareness and drive lead generation.
• E-commerce Optimization: Collaborate with the e-commerce team to optimize the digital shopping experience and increase online sales conversion rates.
• Streamline Multichannel Customer Assistance: Develop strategies to enhance customer assistance across various digital channels, ensuring taxpayers can easily access the help they need, resolve issues efficiently, and experience minimal delays during interactions with the organization.
• Offer Secure Initial Identity-Proofing Options: Implement secure identity-proofing options for all taxpayers, catering to the unique needs of different individuals while ensuring data privacy and compliance with relevant regulations.
• Enable Identity-Proofing for Digital and Non-Digital Service Options: Provide taxpayers with the flexibility to use their initial identity-proofing event for both digital and non-digital service interactions, facilitating seamless access to services across channels.
• Provide Digital Two-Way Communication Service Options: Develop secure online communication channels that allow taxpayers to engage in two-way conversations, view and send messages, and upload necessary documents.
• Manage Customer Histories in Real Time: Implement systems and tools to manage customer interaction data in real-time, enabling employees to access past and current interaction histories for a more personalized and efficient customer service experience. Avoid duplication of information to improve customer satisfaction.

Skill Requirements:

• Digital Expertise: Proficiency in digital marketing channels, technologies, and analytics platforms. Strong knowledge of SEO, SEM, social media marketing, email marketing, and mobile marketing.
• Data-Driven Mindset: Strong analytical skills with the ability to derive insights from data and use them to optimize digital campaigns and experiences.
• Innovation and Creativity: Demonstrated ability to think creatively, propose innovative solutions, and adapt to the evolving digital landscape.
• Leadership Abilities: Proven track record of leading cross-functional teams, fostering collaboration, and driving successful digital initiatives.
• Communication Skills: Excellent verbal and written communication skills, with the ability to effectively convey complex ideas and strategies to diverse stakeholders.
• Organizational Skills: Ability to manage multiple projects simultaneously, prioritize tasks, and meet deadlines in a fast-paced environment.

Qualifications:                                                                        

• Bachelor's degree in Marketing, Digital Marketing, Business Administration, or a related field. A relevant Master's degree is a plus.
• Minimum of 5 years of experience in digital marketing, e-commerce, or related fields, with a focus on omnichannel strategy development.
• Active MBI Clearance is highly preferred.

Minimum Eligibility: US Citizenship/Green Card holder (GC at least 3+ Years)

Location: DMV area (preferred) with the flexibility to travel occasionally for meetings and conferences.