Marketing and Customer Experience Assistant
Job Description
How to Apply
A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position. Applications will not be considered without a cover letter.
Job Summary
This multi-faceted role combines front-line customer support and sales with behind-the-scenes analytical reporting, customer communications development, and administrative support.
This position provides exceptional customer service across multiple channels (i.e., phone, email) while maintaining accurate customer records in our CRM system. It supports data-driven marketing and sales initiatives by generating and analyzing reports, tracking performance metrics, and identifying trends. Excellent writing abilities are essential for crafting clear, accurate customer communications and marketing content.
This hybrid position allows remote work several days a week with required on-site work in Ann Arbor, Michigan, a minimum of two days a week, plus occasional travel throughout southern lower Michigan.
Who We Are
We are the leading provider of how-to solutions that harness the wisdom of Michigan's leading legal practitioners. ICLE boasts a vast network of leading legal practitioners who contribute to the creation of our content and/or serve in an overall advisory capacity. ICLE's contributors hail from across Michigan and the country. They represent the perspective of both small and large firms and of lawyers in every stage of their career. They are experts in their field and provide ICLE's content with the practical, how-to focus that comes from doing the work every day.
Responsibilities*
Reporting, Data Analysis, and Administrative Support (40%)
Generate and compile reports regarding marketing and sales campaigns and customer retention, engagement, trends, and demographics
Track progress against department goals
Analyze results, provide basic written summaries, and identify opportunities for improvement
Coordinate logistics for marketing, sales, and customer research initiatives
Maintain well-organized digital libraries of reports and marketing assets
Provide general administrative support to the department
Customer Support (30%)
Provide timely and professional customer support across phone, email, and other channels
Handle sales transactions and maintain customer records in our CRM system
Respond to product inquiries and direct complex questions to appropriate staff
Document and resolve customer issues
Continually build knowledge of ICLE's products, services, and customers
Work collaboratively with ICLE staff to facilitate a seamless customer experience
Support on-site customer experience and marketing efforts at ICLE events and trainings
Customer and Marketing Communications (25%)
Write clear and accurate customer communications including FAQs and email templates
Write internal talking points and other internal support materials to ensure consistent messaging regarding special offers, products, and more
Assist in creating content marketing assets, using generative AI tools when appropriate
Assist in executing digital marketing campaigns
Additional Responsibilities (5%)
Participate in cross-functional teams and special projects
Required Qualifications*
Bachelor's degree in marketing, communications, business, or related field
1-2 years of experience in marketing, communications, sales, or customer relations
Excellent written and verbal communication skills with experience speaking with the public
Strong analytical skills with the ability to translate data into actionable recommendations
Meticulous attention to detail, excellent organizational skills, and ability to manage multiple projects simultaneously
Customer-first mindset and strong interpersonal skills
Proficiency with Microsoft Office suite (Excel, Word, PowerPoint, Outlook)
Proven track record of reliability and punctuality
Successful completion of ICLE's work sample assessment (details provided during interview process)
Desired Qualifications*
Experience with generative AI platforms
Experience with Adobe Creative Suite
Familiarity with CRM software
Modes of Work
Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.
U-M EEO Statement
The University of Michigan is an equal employment opportunity employer.
How to Apply
A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position. Applications will not be considered without a cover letter.
Job Summary
This multi-faceted role combines front-line customer support and sales with behind-the-scenes analytical reporting, customer communications development, and administrative support.
This position provides exceptional customer service across multiple channels (i.e., phone, email) while maintaining accurate customer records in our CRM system. It supports data-driven marketing and sales initiatives by generating and analyzing reports, tracking performance metrics, and identifying trends. Excellent writing abilities are essential for crafting clear, accurate customer communications and marketing content.
This hybrid position allows remote work several days a week with required on-site work in Ann Arbor, Michigan, a minimum of two days a week, plus occasional travel throughout southern lower Michigan.
Who We Are
We are the leading provider of how-to solutions that harness the wisdom of Michigan's leading legal practitioners. ICLE boasts a vast network of leading legal practitioners who contribute to the creation of our content and/or serve in an overall advisory capacity. ICLE's contributors hail from across Michigan and the country. They represent the perspective of both small and large firms and of lawyers in every stage of their career. They are experts in their field and provide ICLE's content with the practical, how-to focus that comes from doing the work every day.
Responsibilities*
Reporting, Data Analysis, and Administrative Support (40%)
Generate and compile reports regarding marketing and sales campaigns and customer retention, engagement, trends, and demographics
Track progress against department goals
Analyze results, provide basic written summaries, and identify opportunities for improvement
Coordinate logistics for marketing, sales, and customer research initiatives
Maintain well-organized digital libraries of reports and marketing assets
Provide general administrative support to the department
Customer Support (30%)
Provide timely and professional customer support across phone, email, and other channels
Handle sales transactions and maintain customer records in our CRM system
Respond to product inquiries and direct complex questions to appropriate staff
Document and resolve customer issues
Continually build knowledge of ICLE's products, services, and customers
Work collaboratively with ICLE staff to facilitate a seamless customer experience
Support on-site customer experience and marketing efforts at ICLE events and trainings
Customer and Marketing Communications (25%)
Write clear and accurate customer communications including FAQs and email templates
Write internal talking points and other internal support materials to ensure consistent messaging regarding special offers, products, and more
Assist in creating content marketing assets, using generative AI tools when appropriate
Assist in executing digital marketing campaigns
Additional Responsibilities (5%)
Participate in cross-functional teams and special projects
Required Qualifications*
Bachelor's degree in marketing, communications, business, or related field
1-2 years of experience in marketing, communications, sales, or customer relations
Excellent written and verbal communication skills with experience speaking with the public
Strong analytical skills with the ability to translate data into actionable recommendations
Meticulous attention to detail, excellent organizational skills, and ability to manage multiple projects simultaneously
Customer-first mindset and strong interpersonal skills
Proficiency with Microsoft Office suite (Excel, Word, PowerPoint, Outlook)
Proven track record of reliability and punctuality
Successful completion of ICLE's work sample assessment (details provided during interview process)
Desired Qualifications*
Experience with generative AI platforms
Experience with Adobe Creative Suite
Familiarity with CRM software
Modes of Work
Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.
U-M EEO Statement
The University of Michigan is an equal employment opportunity employer.
About University of Michigan
Why Work at Michigan?
Being part of something greater, of serving a larger mission of discovery and care — that's the heart of what drives people to work at Michigan. In some way, great or small, every person here helps to advance this world-class institution. It's adding a purpose to your profession. Work at Michigan and become a victor for the greater good.
Workplace Culture
The University of Michigan is committed to establishing, supporting and maintaining a culture where all members of the U-M community feel safe and supported.
Our Values
- Values guide our choices and actions. From how we hire and promote, make decisions, educate, conduct research, provide care, and treat one another. We strive to ensure the following values reflect who we are and what we stand for.
- Integrity - We act with honesty and take responsibility for our actions.
- Respect - We act in a way that acknowledges the humanity and contributions of each individual.
- Inclusion- We create an environment where all can participate, are invited to contribute, and have a sense of belonging.
- Equity - We create conditions that provide everyone an opportunity to thrive.
- Diversity - We welcome, acknowledge and appreciate our similarities and differences.
- Innovation - We promote creativity and curiosity to tackle challenges and inspire new ideas.
More about Working at U-M
- Our commitment to campus culture
- Our commitment to faculty and staff well-being
- Our commitment to employee engagement
Related Jobs
As a Store Manager Trainee, you'll train on all aspects of successfully running a store in preparation for running for your own store. You'll be involved in supervising day-to-day store activities, en...
As a Store Manager Trainee, you'll train on all aspects of successfully running a store in preparation for running for your own store. You'll be involved in supervising day-to-day store activities, en...
Enhance the ALDI customer shopping experience in a collaborative team environment as an ALDI Cashier or Stocker. As a member of our team, you'll be operating the registers or other machinery, stocking...
As a Store Manager Trainee, you'll train on all aspects of successfully running a store in preparation for running for your own store. You'll be involved in supervising day-to-day store activities, en...
As a Store Manager Trainee, you'll train on all aspects of successfully running a store in preparation for running for your own store. You'll be involved in supervising day-to-day store activities, en...
Enhance the ALDI customer shopping experience in a collaborative team environment as an ALDI Cashier or Stocker. As a member of our team, you'll be operating the registers or other machinery, stocking...
As a Store Manager Trainee, you'll train on all aspects of successfully running a store in preparation for running for your own store. You'll be involved in supervising day-to-day store activities, en...
As a Store Manager Trainee, you'll train on all aspects of successfully running a store in preparation for running for your own store. You'll be involved in supervising day-to-day store activities, en...
Enhance the ALDI customer shopping experience in a collaborative team environment as an ALDI Cashier or Stocker. As a member of our team, you'll be operating the registers or other machinery, stocking...
As a Store Manager Trainee, you'll train on all aspects of successfully running a store in preparation for running for your own store. You'll be involved in supervising day-to-day store activities, en...
As a Store Manager Trainee, you'll train on all aspects of successfully running a store in preparation for running for your own store. You'll be involved in supervising day-to-day store activities, en...
Enhance the ALDI customer shopping experience in a collaborative team environment as an ALDI Cashier or Stocker. As a member of our team, you'll be operating the registers or other machinery, stocking...
As a Store Manager Trainee, you'll train on all aspects of successfully running a store in preparation for running for your own store. You'll be involved in supervising day-to-day store activities, en...
As a Store Manager Trainee, you'll train on all aspects of successfully running a store in preparation for running for your own store. You'll be involved in supervising day-to-day store activities, en...
Enhance the ALDI customer shopping experience in a collaborative team environment as an ALDI Cashier or Stocker. As a member of our team, you'll be operating the registers or other machinery, stocking...
University of Michigan would like you to finish the application on their website.
