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Duncan Solutions is a leader in parking solutions to municipal and commercial clients worldwide.
Senior Omni Channel Communications Analyst
Location
Pennsylvania
Posted
95 days ago
Salary
$75K - $95K / year
Seniority
Senior
Job Description
Senior Omni Channel Communications Analyst
Duncan Solutions
• Design, manage, and optimize outbound communications across direct mail, email, and text/SMS channels in support of collections and processing contract requirements. • Develop and maintain a unified channel calendar that coordinates all communication touchpoints across Parking, Tolling, Municipal Collections, and other client types. • Collaborate with internal stakeholders and vendors to align channel strategies with contract-specific compliance, volume, and timing requirements. • Identify and implement new channel strategies, initiatives, and delivery methods to enhance customer engagement and collections performance. • Ensure adherence to outreach schedules to eliminate delivery slippage and maintain budgetary compliance. • Assess and evaluate messaging language for compliance, clarity, effectiveness, and brand alignment across all communication channels. • Develop, maintain, and govern a library of approved communication templates for direct mail, email, and SMS, ensuring consistency and regulatory compliance. • Recommend and implement content enhancements to improve customer response rates, readability, and overall campaign engagement. • Partner with legal, compliance, and operations teams to review and approve new or revised template language. • Lead A/B and test-and-control content experiments to validate messaging effectiveness and inform template iteration. • Build and maintain dashboards and reporting frameworks that track performance across all omni-channel communications, including delivery rates, response rates, pay rates, and opt-out metrics. • Conduct in-depth analysis of channel performance using test and control segments to identify trends, recommend improvements, and optimize results. • Deliver regular and ad hoc performance reports to senior management, translating data insights into actionable recommendations. • Monitor campaign results and operational processes to ensure compliance and performance objectives are achieved across all client programs. • Analyze cost-per-contact and ROI across channels to support budget planning and vendor negotiations. • Coordinate with direct mail, email, and SMS vendors to ensure timely production, delivery, and inventory management of all outreach materials. • Maintain strong vendor relationships and ensure all contractual obligations are met. • Lead cross-functional projects and initiatives supporting channel strategy goals, with minimal direction required. • Identify opportunities to reduce expenses and explore new delivery methods to enhance efficiency and effectiveness.
Job Requirements
- High school diploma or GED required.
- 5+ years of experience in multi-channel or omni-channel marketing, communications, or customer outreach operations.
- Demonstrated experience managing communications across at least two of the following channels: direct mail, email, and text/SMS.
- Proven experience in template development, content governance, or communications quality management.
- Strong background in reporting and analytics, with experience building dashboards and synthesizing data into actionable insights.
- Experience supporting Parking, Tolling, or Municipal Collections programs is a strong plus.
- Proficiency in omni-channel communications platforms and tools, including SendGrid and Amazon SES (email), Twilio and Amazon SNS (SMS), as well as direct mail management systems.
- Strong analytical skills with experience in Excel, SQL, Databricks, or similar tools.
- Exceptional written communication skills with a keen eye for language, tone, and compliance-sensitive messaging.
- Highly organized with strong attention to detail and the ability to manage multiple projects and deadlines simultaneously.
- Ability to assess and interpret campaign data to inform strategic decisions and communicate findings to non-technical audiences.
Benefits
- Medical, Dental, & Vision Insurance
- Healthcare & Dependent Flexible Spending Accounts (FSA)
- Health Savings Account (HSA) with Employer Contribution
- Company Paid Life and AD&D Insurance
- Company Paid Short- & Long-Term Disability
- Employee Assistance Program (EAP)
- 401(k) with Employer Match (Traditional/Roth/Safe Harbor)
- Paid Time Off
- 10 Company Holidays
- PTO Accrual
- Sick Time Accrual
- Parental Leave
- Jury Duty
- Military Leave
- Bereavement
- Other Voluntary Benefits
- Life and AD&D Insurance for Employees/Spouse/Child(ren)
- Critical Illness
- Accident Insurance
- Dependent Care Flexible Spending Account (DCFSA)
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