The Sr. Manager of Audience Engagement leads the station’s listener feedback service, and the volunteer and intern programs driven out the Marketing & Engagement Department. They are responsible for managing as many as two engagement associates and one engagement coordinator in responding to listener inquiries through a variety of platforms including web, phone, email and social, as well as identifying avenues for increasing audience engagement including through key messaging, events, member service opportunities, volunteer opportunities and the internship program. They also lead all aspects of data collection and tracking designed to provide insightful feedback to departments across the organization for improved member and audience relations.
The Sr. Manager of Audience Engagement reports to the Senior Director, Marketing & Engagement.
They lead a team of two Engagement associates and one Audience Engagement Coordinator and is responsible for all functions in the department related to responding to listener feedback, managing a volunteer base of more than 100 individuals and stewarding our station-wide internship program
This individual will work closely with the entire Marketing & Engagement department. Collaboration with the extended teams will help support the crafting of key messages for engaging members and listeners, identifying ways to better engage audiences through events, and effectively deploying volunteers to support station initiatives
They also work with key personnel in Content and Programming, News, our Audience Editor who handles our WAMU social media platforms, our Digital Services Department, our Director of Programming, key personnel on every WAMU program, and our entire Members Services and Development Departments
Some weekend and evening work will be required
This position is considered essential staff
Position Type/Expected Hours of Work
Sr. Coordinator/Analyst A
Commensurate with experience
Required Education and Experience
Minimum of five years experience required in a customer service role
Minimum of at least two years experience serving in a managerial role
Strong interpersonal, written and oral communication skills are essential
Ability to demonstrate a positive attitude and commitment to customer satisfaction
Ability to thrive in a team environment, working collaboratively and across departments
Ability to be resourceful in seeking information to resolve customer inquiries
Keen attention to detail with strong commitment to accuracy and follow-through
Ability to diffuse contentious interactions with ease and grace
Ability to set and manage performance goals for self and staff
Experience working within a CRM platform to track and record member activity
Basic knowledge in Microsoft Office, Excel, Word and Outlook
Preferred Education and Experience
Familiarity with membership management systems and understanding
Experience working in the non-profit sector
Knowledge of public broadcasting and WAMU programming
Additional Eligibility Qualifications
Hiring offers for this position are contingent on successful completion of a background check
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Internal Number: 15047
About American University
A global outlook, practical idealism, and a passion for public service define American University. American University is a private doctoral institution situated in a residential neighborhood of northwest Washington, D.C. Our academic strengths are grounded in social responsibility and a commitment to cultural and intellectual diversity.