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Marketing and Customer Experience Assistant
University of Michigan - Ann Arbor
Application
Details
Posted: 30-May-25
Location: Ann Arbor, Michigan
Internal Number: 264341
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.
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, plus occasional travel throughout southeastern Michigan.
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
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
Additional Responsibilities (5%)
Participate in cross-functional teams and special projects
Support on-site customer experience and marketing efforts at ICLE events and trainings
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)
Experience with generative AI platforms such as OpenAI or Claude
Experience with Adobe Creative Suite
Familiarity with CRM software
Job openings are posted for a minimum of seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.
The University of Michigan is an equal employment opportunity employer.
A great university is made so by its faculty and staff, and Michigan is recognized as one of the best universities to work for in the country. The Michigan culture is known for engaging faculty and staff in all facets of the university to create a workplace that is vibrant and stimulating.For two consecutive years, the Chronicle of Higher Education has placed U-M in its "Great Colleges to Work For" survey. In particular, the university earns high marks for strong relations between faculty and administrators, a collaborative system of governance, strong pay and benefits, and a healthy work/life balance.