Director, Digital Insights and Analytics

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The Division of Development and Alumni Relations supports and promotes the mission, purpose, and priorities of the University of Miami through fundraising and engagement by building and nurturing strategic philanthropic relationships to improve and transform the lives of individuals and communities. We are committed to values central to the Division—Service, Gratitude, Trust, and Partnership—which guide our strategic thinking, decision-making, and day-to-day interaction with each other and our stakeholders.

General Overview:

The Director of Digital Insights and Analytics reports to the Senior Director, Annual Giving within the Philanthropic Giving and Digital Initiatives team. This position oversees the deployment and management of Salesforce Marketing Cloud (SFMC), ensuring that all digital SFMC communications align seamlessly with UHealth and the Miller School of Medicine’s strategic objectives creating a seamless digital experience for constituents and patients while adhering to all regulatory guidelines and University policies.

Essential Responsibilities:

• Platform Optimization: Oversee maturation of email platform for the Medical Development Team. Continuously improve and fine-tune the email platform to meet specific needs. This includes configuring data models, journeys, automations and API and other third-party integrations. Identify ways to best leverage digital channels to achieve desired results and advise colleagues in this area, especially through content personalization and marketing automation. Work with program directors to establish and maintain donor acknowledgment services for timely reporting on gifts and to maintain strong donor relations.

• Platform Maintenance and Updates: Maintain a high awareness of trends and best practices in digital marketing and the email platform ecosystem, including CRM enhancements and releases. Lead integration of changes, updating business processes, and ensuring users are informed of updates.
• Governance and Advisory Group: Participate in cross-functional advisory group/working group to establish and maintain governance processes and business practices specific to the UHealth/Medical Development environment.
• Documentation and Oversight: Document agreed-upon governance framework and business processes and ensure that all marketing cloud activities across DAR comply with established governance frameworks and best practices.

• Data Management: Work with colleagues to ensure data hygiene, segmentation, and personalization within email platform. Ensure exclusions and preference centers are being handled appropriately across business units. Inform strategy that leverages data to drive targeted communications.

• Digital Marketing Strategy & Engagement: Monitor and enhance email deliverability and inbox placement, resolving obstacles such as spam filters and block lists. Use data to create an advanced audience segment. Design, implement, and maintain automated journeys using tools to create seamless user experiences, enhance engagement and drive conversions.

• Consultation: Provide guidance to individual colleagues and teams on best practices, features, and capabilities of email platform. Monitor usage to identify when established business processes are not being followed. Work with {direct report} to ensure that users employ best practices and correct courses where necessary. Participate as needed in meetings of the existing (DAR end-user group).
• Reporting and Analytics: Track and analyze email performance metrics, generate regular reports and present insights and recommendations to senior leadership and stakeholders
• Compliance: Understand industry best practices, email regulations and compliance measures related to email development, such as CAN-SPAM and other relevant data/privacy regulations, including HIPAA. Conduct regular audits to ensure adherence to email best practices and compliance standards.
• Resource Management: Manage allocation for various email vendor resources (such as monitoring and assessing available Users Accounts and total number of Contacts). Evaluate the need for additional resources or tools to enhance email platform capabilities.
• Project