Experience Inc. Jobs

Job Information

Headfirst Camps Associate, Marketing – Summer Camps: 2023-2928 in Washington, District Of Columbia

The Headfirst Companies Associate, Marketing is a member of the marketing team who will work as a full-time corporate employee in the Washington, D.C. headquarters office of the Headfirst Companies. This Associate role is the first step to a marketing career at The Headfirst Companies.

The Associate, Marketing is an integral member of the marketing team and will play a role in creating marketing plans, processes and execution of customer experience initiatives across the division. Responsibilities include customer retention and communication, database management, customer events, and outbound sales initiatives for our Summer Camps division.

Summer Camps: Headfirst is the leading provider of summer camps in the DMV area. We currently operate camps at six locations including St. Albans/National Cathedral School, Flint Hill School, Catholic University, St. Patrick’s Episcopal Day School, Mater Dei School and Woods Academy. Our campers range in age from 3-13 and we offer a range of programming from Day Camp to STEM Camp to sports camps.

Marketing Planning

  • In partnership with marketing leadership, participate in the development of:

  • Divisional enrollment goals

  • Divisional revenue targets

  • Track marketing metrics such as:

  • Summary of call volume and case resolution

  • Theme summary of escalated cases and resolution time

  • Suggested improvement areas in process, procedures and policies

  • Development of VIC family list for following year’s marketing efforts

    Database Management

  • Support the daily enrollment process for multiple camp programs and develop a thorough understanding of all internal systems used to track and engage with customers.

  • Track customer data and requests through our customer systems. Develop a proficiency in and understanding of customer base to provide the highest level of customer service while also contributing to growth initiatives.

  • Own the queue and customer data across all three divisions.

    Business Development

  • In partnership with Director of Marketing, develop a customer experience specific plan that delivers on the customer retention goals in the Summer Camp division – should include customer segmentation insights matched with communication plan that will drive retention and behavior

  • Execute plan to hit customer retention goals in line with divisional marketing plans

  • Execute existing VIC loyalty program (Very Important Camper program) across all sites and institute the processes and cadence for communication with these groups.

  • Manage VIC relationships during in-season and serve as point-of-contact for questions or re-enrollment

  • Ownership of customer events that Headfirst hosts during the programming season including Family Events, Welcome Events and Spring Site Tours

Customer Experience

  • Manage all inbound customer communication

  • Own and manage the customer queue

  • Appropriately delegate cases

  • Manage response times

  • Quality control of profiles and customer data

  • Effectively partner with team members in Operations, Talent and Marketing to resolve customer questions and deliver best-in-class customer service.

  • Manage family communication around camp preparedness (e.g. tracking health forms)

  • In partnership with Senior Associate, Customer Experience, manage customer experience interns for the Summer Camp division – including:

  • Recruiting and training interns with passion for customer experience and customer interaction

  • Establishing processes and procedures that will guide their work each day

  • Real-time feedback and guidance on customer experience issues

  • Overall quality control of customer interaction with interns.

  • Track & reporting weekly on customer service metrics

  • Manage escalated cases

  • Work with divisional and company leadership to streamline process and drive response times down.

The Requirements

  • Bachelor’s degree required, with focus in business, marketing, and/or sales preferred.

  • 1-3 years of post-college professional experience in marketing, customer experience (B2C), or account management.

  • Experience in project management, business development, or customer service required.

  • Proficiency in Microsoft Office Suite and SalesForce.

  • Excellent verbal and written communication skills; must be extremely comfortable interacting on the phone and in-person with customers and external partners.

  • Demonstrated experience managing, implementing, and executing challenging operational details.

  • Flexibility and drive to work until the job is done.

The Character

  • An impassioned enterpriser who shares the Headfirst Companies’ core mission and values, and believes in our ability to work together to make a difference in the lives of children and young adults.

  • A motivated self-starter who is autonomous and dependable.

  • A team player who approaches professional hurdles with a strong sense of individual responsibility and a sincere emphasis on team over self.

  • A humble and enthusiastic leader who possesses the passion and polish to serve as an ambassador of the Headfirst Companies.

  • A doer who has an entrepreneurial spirit and a focus on finishing the job every day.

  • An independent thinker who assumes responsibility beyond what is asked, and takes initiative for positive change.

  • A flexible, coachable, and down-to-earth teammate who has the desire and capacity to grow through self-reflection, and by both providing and receiving thoughtful, constructive performance feedback.

  • A consummate professional who has the ability to prioritize and multitask, managing several projects concurrently, sometimes under pressure, and often with tight deadlines, while maintaining a positive attitude and professional demeanor.

  • A patient problem-solver with a stellar sense of humor.

Headfirst Companies are proud to be Equal Opportunity Employers. We value diversity and inclusivity across our Headfirst community, and we strongly encourage individuals from underrepresented groups to apply.

Title + Job ID: Associate, Marketing – Summer Camps: 2023-2928

External Company URL: http://www.headfirst.com/

Street: 2639 Connecticut Ave. NW