CRM Communications Specialist

The CRM Communications Specialist will administer and utilize the City's community engagement system to support resident communication through text messaging, mass email communication, and online discussion tools. The position will oversee communications, subscriber management, compliance with communication regulations (CAN-SPAM, data privacy standards), and analytics reporting.

Responsibilities

· Administer and utilize the City's Community Engagement/CRM system

· Develop and manage message templates for SMS, newsletters, and alerts

· Configure automation workflows and audience segmentation structures

· Develop resident and employee communications

· Maintain subscriber data accuracy and integrity

· Perform list imports, exports, validation, and cleansing

· Monitor opt-in and opt-out compliance requirements

· Assist departments in writing, scheduling and deploying mass communications

· Review messaging for writing quality and formatting

· Ensure communications adhere to established standards and policies

· Monitor message delivery rates and troubleshoot delivery failures

· Generate engagement reports (open rates, click-through rates, opt-in growth)

· Analyze performance trends and identify improvement opportunities

· Prepare summary reports for Communications leadership and executive staff

· Recommend strategic adjustments to improve engagement outcomes

· Provide formal and informal training to City departments

· Develop standard operating procedures for platform usage

· Promote consistent and compliant messaging practices citywide

· Research emerging community engagement platform/CRM tools and best practices

· Recommend enhancements or system integrations

· Support expansion of multilingual and targeted outreach efforts

· May be asked to perform other duties as assigned

Do you have a valid Driver's License license?, Do you have experience in Research?, Do you have a Bachelor's degree?, · Bachelors Degree (BA/BS)

· Two (2) years of experience, · A valid driver's license is required; successful out-of-state candidates must be able to obtain a valid Texas driver's license within 90 days of hire

• Exempt - Full-Time
• Flexibility to work evenings, weekends, and holidays is a schedule requirement
• In the event of an emergency, employees are required to work to provide for the safety and well-being of the public, including the delivery and restoration of vital services.