Job details

Retention Communications Specialist - Digital Learning at UT - UTK

Position Number: 6326075
Location: Chattanooga, TN
Position Type: Public Relations, Marketing and Communications

Retention Communications Specialist - Digital Learning at UT - UTK
Knoxville, TN, United States

Job Identification: 3636
Job Category: Communication & Mktg
Posting Date: 06/26/2025
Job Schedule: Full Time
Locations: 1331 Circle Park, Knoxville, TN, 37996, US

Job Description
The Retention Communications Automation Specialist will support and scale communications efforts for the Digital Learning current student customer relationship management (CRM) system. This position will lead the design, delivery, and implementation of Digital Learning engagements with current online students using marketing automation products and integrations that allow for efficient and effective targeting, retention, and nurturing of existing students. This includes working closely with key campus partners to fully understand the Digital Learning business process and how our automation tools can streamline the processes, including the gathering of business requirements and design solutions based on knowledge of the online learning environment. Organizes, manages, and prioritizes workflows from creative development to product delivery. Oversees the QA and approval process to ensure university brand standards and quality control. Champions digital engagement efforts including, but not limited to email, SMS, push notifications, chatbots, and 1:1 appointment scheduling with coaches.

Responsibilities
Digital Engagement

Develop and implement communication strategies and campaigns including salesforce marketing cloud journeys designed to increase student retention in online programs.
Design and manage student journeys, including segmentation, personalization, and automation, while continuously mapping, sequencing, and optimizing touchpoints for undergraduate, graduate, and micro credential audiences.
Create, optimize, and manage email communication journeys, including designing email templates, A/B testing, and optimizing open and click-through rates. Ensure high deliverability and engagement rates.
Develop and maintain data extensions and data relationships within all automation tools and integrations.
Develop, manage and enforce a rigorous QA process that ensures the quality delivery of all communications activity.
Stay up-to-date with email marketing regulations and ensure compliance with relevant laws, including CAN-SPAM and GDPR.

Reporting & Analytics

Develop a framework for the management and review of all nurture activities delivered through the automation tools.
Create and analyze journey performance and engagement reports.
Monitor and report on the performance of nurture campaigns, providing insights for continuous improvement.
Recommend integrations that will make the communications efforts more efficient and effective.

Relationship Development

Collaborate with cross-functional teams, including designers, content creators, and data analysts, to ensure successful journey execution.
Train and support team members on using communications automation tools and best practices for journey management and actively promote user adoption.
Provide exceptional relationship management by creating synergies with internal teams, cross-campus peers and leadership, and external vendors.

Qualifications
Required Qualifications

Education:

Associate's degree

Experience:

4 years of experience in communications, marketing, and/or higher education (student services, enrollment management, student success preferred) or combination of other relevant experience such as part-time work.
2 years experience in Salesforce Marketing Cloud
Applicants must be legally authorized to work in the United States on a full-time basis without need now or in the future for sponsorship for employment visa status.

Preferred Qualifications

Education:

Bachelor's Degree in Communications - focus on Marketing

Experience:

3-5 years experience in Salesforce Marketing Cloud
5+ years experience in email marketing, audience-focused communications, and/or omni-channel marketing
Higher education experience (recruitment, admissions, enrollment, student services, or student success communications)

Work Location

Knoxville, TN. This position does have the potential for a hybrid working capacity.

Compensation and Benefits

UT market range: MR 09 Find more information on the UT Market Range structure here Find more information on UT Benefits here

Application Instructions

For full consideration, applicants must attach a letter of interest, resume, and the name, address, email, and phone number of three professional references, in addition to completing the applicant file in the Human Resources online application system.
Screening of applicants will begin immediately and continue until the position has been filled. DL_UT

About The College/Department/Division

Digital Learning at UT, is a unit charged with advancing UT's commitment to discovery, creativity, learning, and engagement, specifically for online learners. Using advanced and innovative technologies, Digital Learning at UT will provide scalable solutions that enhance the online learning experience and reduce barriers to student access and success, providing a tremendous impact to online learners across the state and the nation. At Digital Learning, we want to be bold and impactful, transforming the future of online education through innovative thinking and collaborative problem-solving. Join our dynamic and inclusive Digital Learning team where we take pride in teamwork, excellence, and a shared commitment to shaping the future through education and innovation.

About Us
The University of Tennessee, Knoxville, has shaped leaders, changemakers, and innovative thinkers since its founding in 1794. The university is home to more than 38,000 students and 10,000 statewide employees-the Volunteers-who uphold the university's tradition of lighting the way for others through leadership and service.

UT Knoxville offers over 900 programs of study across 14 degree-granting colleges and schools. As Tennessee's flagship land-grant university, its footprint spans the entire state. The university holds the highest Carnegie classification for research activity and has deep partnerships with industry leaders and the US Department of Energy's largest multidisciplinary laboratory, Oak Ridge National Laboratory.

The Knoxville campus serves and recruits for UT Knoxville, including the Institute of Agriculture and the Space Institute, as well as the UT Institute of Public Service.

UT Knoxville considers its employees its number one asset. With values that focus on work-life balance, compensation, and innovation leadership, all Vols are supported to advance professionally. Employees have access to career development and coaching, continued education, and an extensive list of development and training possibilities. The Volunteer employee experience implements structures and practices that attract and retain a diverse community and that support a culture where everyone matters and belongs.

The university holds a strong commitment to its land-grant mission of learning and engagement, with a tradition of service and leadership that carries that Volunteer spirit throughout the state and around the world. It has been ranked nationally as "Best Employer for New Graduates," "One of America's Best Large Employers," and "Best Workplace for Women," and has been designated as "Best Place for Working Parents" by Forbes Magazine.

Apply today and join the Tennessee Volunteer community!

To apply, visit https://fa-ewlq-saasfaprod1.fa.ocs.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1/job/3636/?mode=location