Under the direction of the Executive Director, the Customer Experience and Digital Marketing Director will be responsible for planning, organizing, and controlling the internal and external communications of the Association as well as the coordination of customer experience/satisfaction strategies and related databases and event activities.
Plan, organize, control, and direct the internal and external communications of the Association; coordinate and implement effective methods for communicating policies, practices, achievements, philosophies, and events to the media, Association Members, and the community.
Develop and implement strategies useful in improving customer relationships, dedication, and satisfaction.
Guide and direct activities of customer service to ensure that our interactions with clients reflect positively on the Association.
Provide quick response to client’s inquiries and questions using an appropriate medium for prompt resolution of customer issues.
Collect, analyze, and interpret customer interaction data to identify requirements and information useful in optimizing the customer experience.
Organize projects and initiatives that enlighten Association staff and Board Members on the associated benefits/consequences of their decisions on customer experience.
Define and implement standards/procedures for ensuring the optimal customer experience.
Establish communication channels and mediums through which clients reach out to the Association.
Provide technical expertise, information and assistance to the Executive Director regarding Association’s communications; assist in the formulation and development of policies, procedures, and programs to assure an economical, safe and efficient work environment; advise the Executive Director of unusual trends or problems and recommend appropriate corrective action.
Plan, organize and implement long and short-term programs and activities designed to enhance communication programs and customer services; develop and maintain quality standards for Association publications.
Plan, compose and produce facts sheets, press releases, brochures, handbooks, and a variety of newsletters to distribute to Association membership and the community; provide research and writing support to the Executive Director and Board members; compose speeches for the Executive Director and/or Board members as directed.
Direct the preparation and maintenance of a variety of narrative and statistical reports, records, and files related to assigned activities and personnel.
Develop and prepare the annual preliminary budget for the communication activities, analyze and review budgetary and financial data; control and authorize expenditures in accordance with established procedures.
Develop and review content for Association’s web site, collaborate with the Web Administrator in implementing content.
Operate a computer and assigned software programs; operate other office equipment as assigned; operate a vehicle to conduct work.
Attend and conduct a variety of meetings as assigned.
Provide assistance in developing projects, recruiting new members, and meeting Board goals.
Maintain the Association’s social media presence across all digital channels.
Measure and report on the performance of all digital marketing campaigns.
Utilize the strong analytical ability to evaluate end-to-end customer experience across multiple channels and customer touchpoints.
Perform other duties as assigned.
DEMONSTRATE KNOWLEDGE AND ABILITIES:
Planning, organizing, and direction of Association communication’s
Designing, building, and maintaining the Association’s social media presence
Standard media and communication practices, policies and procedures
Budget preparation and control
Oral and written communication skills
Correct English usage, grammar, spelling, punctuation, and vocabulary
Applicable laws, codes, regulations, policies, and procedures
Interpersonal skills using tact, patience, and courtesy
Operation of a computer and assigned software
Plan, organize, control and direct the internal and external communications of the Association
Identify trends and insights, and optimize spend and performance based on the insights
Brainstorm new and creative growth strategies
Collaborate with internal teams to create landing pages and optimize the user experience
Collaborate with agencies and other vendor partners
Consult with the Executive Director on effective communication practices
Communicate effectively both orally and in writing
Plan, compose and produce fact sheets, press releases, brochures, handbooks, and a variety of newsletters to distribute to membership, staff and the community
Establish and maintain cooperative and effective working relations with others
Operate a computer and assigned office equipment
Analyze situations accurately and adopt an effective course of action
Meet schedules and timelines
Work independently with little direction
Manage multiple projects simultaneously
Prepare comprehensive narrative and statistical reports
Direct the maintenance of a variety of reports and files related to assigned activities
Work confidentially with discretion
Maintain consistent and punctual and regular attendance
Hear and speak to exchange information and make presentations
Move hands and fingers to operate a computer keyboard
See to read a variety of materials
EDUCATION AND EXPERIENCE REQUIRED:
Any combination equivalent to bachelor’s degree in journalism, communication, public relations, marketing or related field and five years increasingly responsible experience in the administration of communications, journalism, marketing, customer service or public relations.
Must have the ability to communicate effectively, verbally and in writing, as well as the ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures or governmental regulations.
Must have the ability to effectively present information and respond to questions from Board Members, employees, clients, customers and the general public.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to stand, walk, sit, use hands to fingers, handle, feel, reach with hands and arms and talk and hear. The employee is occasionally required to stoop, kneel or crouch. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception and the ability to adjust focus.
LICENSES AND OTHER REQUIREMENTS:
Valid Florida driver’s license.
Driving a vehicle to conduct work and must maintain insurability
About Florida Fire Chiefs' Association
The Florida Fire Chiefs’ Association – A Non-Profit Organization
The purpose and objectives of this Association are to bring together, at least once a year, persons interested in the saving of life, protection of properties, preventing and extinguishing of fires; to discuss ways and means for the betterment of the fire service, the reduction of the unnecessary loss of life and property, and the promotion of legislation for same; conducting fire research, making fire safety surveys, cooperating with governmental agencies, for the development of the fire service through a year-round educational program, and for all other purposes permitted by law.
As Florida's leading organization for fire & emergency services professionals, Florida Fire Chiefs’ Association specializes in promoting and supporting leadership excellence in fire & emergency services management, and advocating for legislation and regulations that enhance the ability of fire professionals to protect and preserve the communities they serve.
The Association strives to accomplish its mission by committing its leadership and staff to a series of strategic elements specifically designed to serve the needs of its members. Al...l elements and corresponding key initiatives have been articulated and approved by the Board of Directors.
Since 1958, FFCA has served the chief fire executive of career, combination, and volunteer departments. In 1993, the decision was made to open the membership up to any individual involved in fire and emergency services from the chief fire executive to the firefighter and to serve these members by establishing professional-interest sections where specialized programming is offered.
A Board of Directors composed of six regional directors and a five-member Executive Committee governs the Association which represents over 2,000+ members.
EXPERIENCE - LEADERSHIP - VISION
The Florida Fire Chiefs' Association (FFCA) is Florida's leading management education organization for fire & emergency services professionals; the professional association that specializes in promoting and supporting excellence in fire & emergency services management. FFCA programs help members maintain and develop their management and leadership skills.