Marketing Communications and Customer Engagement Manager

POSITION SUMMARY

Position Title: Marketing Communications & Customer Engagement Manager

Department: Integrated Marketing

Reports to: Integrated Marketing Director

Application Instructions: Interested individuals can visit our Careers Page and apply for the Marketing Communications & Customer Engagement Manager role. Any questions can be directed to: [redacted]. The position is eligible for remote or hybrid on-site work out of our Aliso Viejo, CA national office. Some travel may be required.

Position Purpose: The Marketing Communications & Customer Engagement Manager plays a pivotal role within the Integrated Marketing Team. This role is responsible for the strategic development, implementation, and evaluation of integrated marketing and communication plans. This position requires a visionary leader with extensive experience in both marketing and communications, including social media and content, capable of driving organizational outcomes through strategic thinking, innovative approaches, and expert leadership.

The Marketing Communications & Customer Engagement Manager will be crucial in enhancing the organization's brand visibility by developing and executing comprehensive marketing strategies that elevate the brand's presence across all digital and traditional channels. The position will lead the marketing and customer engagement strategy across exhibiting efforts and AACN mission and product initiatives, ensuring impactful representation that promotes programs and initiatives. Additionally, the role will oversee marketing campaigns, working across digital and content channels, ensuring the organization's online presence and promotional activities align with brand standards and effectively market programs, products, and services. This position collaborates with internal and external stakeholders to deliver impactful marketing and communication initiatives that support the Association's strategic and operational objectives.

Main Accountabilities:

• Provides authentic leadership and ensures the development of department team members.
  
  • Advances the development of an integrated, cohesive team that optimizes the unique expertise of each discipline in the Integrated Marketing area to advance the work of the whole.
  • Promotes and role models AACN's Healthy Work Environment standards (i.e., authentic leadership, true collaboration, skilled communication, effective decision-making, appropriate staffing, and meaningful recognition) with a collegial approach that values teamwork and respects views from all voices. Integrates established team norms into work processes and relationships.
  • Provides day-to-day leadership and management guidance aligned with AACN's mission and core values. Promotes and upholds all Human Resources processes and systems.
  • Coaches and creates opportunities for individual and group development. Provides overall leadership and direction to direct reports, including establishing priorities, distributing duties, and setting goals.
• Ensures effective systems and support for the comprehensive development, implementation, and evaluation of communication and marketing plans that support AACN's strategic direction and position.
  
  • Ensures the development, implementation, and coordination of integrated marketing and communication plans. Evaluates and adjusts plans and priorities as needed. Budgets, assigns, schedules, and monitors human, financial, and other resources so plans are carried out successfully.
  • Build relationships with stakeholders and key audiences through various channels (paid, owned, earned, and shared media) to garner independent coverage that supports and amplifies AACN's messages and initiatives.
  • Establishes essential metrics, systems, and reporting processes to drive decision-making and ensure marketing performance meets desired outcomes. Ensures effective use of trends, comparison, and benchmark data to support evaluation, inform decision-making, and drive continuous improvement of department performance and processes.
• Leads collaboratively to ensure the development and integration of comprehensive communication plans and initiatives across the association.
  
  • Proactively identifies upstream and downstream communication and marketing opportunities, translates established priorities into effective approaches, and leads the execution of impactful solutions.
  • Evaluates the end-to-end customer experience across multiple channels and customer touchpoints, identifying opportunities to innovate and enhance engagement.
  • Leads the implementation and ongoing optimization of AACN's social media plans, integrating them seamlessly with broader communications plans to maximize reach and engagement. Champions the creation and continuous optimization of compelling online content that captivates audiences, sparks meaningful conversations, and drives shareable, impactful interactions across social platforms.
  • Creates innovative marketing programs that drive impactful outcomes across diverse channels and segments, aligned with and supporting the organization's strategic marketing plan.
• Ensures effective operational leadership.
  
  • Develops, implements, and coordinates communication and marketing plans, regularly evaluating and adjusting them as needed. Manages budgets, allocates resources, schedules tasks, and monitors human, financial, and other resources to ensure successful execution.
  • Clearly articulates the links between AACN's mission, vision, values, strategic and operating plans, and department objectives to team members, ensuring that each Team Member understands how their work contributes to the success of the Association and the achievement of our shared goals.
  • Manages or oversees staff and financial resources to ensure the achievement of both departmental and organizational outcomes.
  • Encourages creative thinking and experimentation to develop new or optimize existing processes and systems to meet customer needs and ensures timely and appropriate communication with internal and external stakeholders.
• Develops strategic approaches, contributes to strategy, identifies opportunities, makes recommendations, translates priorities into plans, and leads execution.
  
  • Develops marketing and communication strategies within established organizational direction by identifying opportunities, assessing trends and audience needs, and translating insights into priorities, approaches, and recommendations that advance organizational objectives.
  • Works closely with the Director and key stakeholders to translate strategic priorities into effective plans, balancing competing needs, resources, timelines, and organizational objectives.
  • Proactively identifies upstream and downstream marketing and communication opportunities and develops innovative approaches that strengthen engagement, visibility, and organizational impact.
  • Uses data, market trends, audience insights, and performance results to evaluate effectiveness, inform recommendations, adjust priorities, and support continuous improvement.

Skills Required:

• Demonstrates strong leadership and operational judgment, consistently driving high-impact outcomes through innovative marketing and communications plans and initiatives.
• Skilled in building, leading, and mentoring high-performing teams in dynamic, cross-functional environments. Expertise in fostering collaboration and motivating teams to excel while navigating challenges in matrixed organizational structures.
• Strong interpersonal skills and the ability to build and maintain collaborative relationships across all levels of the organization and effectively influence stakeholders.
• A proven track record of managing complex projects from concept to execution, delivering high-quality results on time and within budget. Skilled at balancing multiple priorities and adapting to changing demands in fast-paced environments.
• Excellent written and verbal communication skills, with a demonstrated ability to present compelling business cases to executive leadership. Strong storytelling abilities, conveying complex messages with clarity and impact, tailored to diverse audiences.
• Quick to adapt to changing circumstances, with a creative, solutions-oriented approach to overcoming ambiguity and complexity. Demonstrates mental agility and innovative thinking in crafting strategies and overcoming obstacles.
• Curious and passionate about new ideas, consistently seeking feedback and engaging in continuous skill development.
• Demonstrates high self-awareness, resilience, coachability, and a strong willingness to learn from experience.
• In-depth knowledge of healthcare issues, specifically critical care nursing, enabling the development of targeted, relevant messaging that resonates with both internal and external stakeholders in the healthcare sector.
• Expertise in leveraging a variety of media and communication channels, including social media, to reach and engage target audiences. Possesses strong political savvy, navigating sensitive topics with tact and diplomacy.
• Strong critical thinking and analytical skills, with the ability to assess trends, forecast challenges, and measure the success of communications initiatives using data and metrics to drive informed decisions and continuous improvement.
• Proficient in using Microsoft Office Suite, Google Workspace, and various content management systems. Experienced in website content development, page layout, and leveraging web applications to enhance user experience and content delivery.

Education and/or Experience:

• Bachelor's degree, preferably in marketing, communications, journalism, marketing, or a related field, or an equivalent combination of education and experience. A Master's degree or equivalent is preferred.
• At least 7 years of marketing and communications experience, including experience in a management role with direct accountability for developing, implementing, and managing comprehensive marketing and communication plans aligned with organizational strategy that advance an organization's mission and goals. The role requires expertise in operational planning, including the ability to translate organizational priorities into plans, coordinate resources, and manage execution to ensure the achievement of organizational objectives. A strong track record in implementing and successfully managing communication/marketing plans to establish and maintain consistent organizational messaging is preferred. Social sector experience is a plus.
• Proven experience leading internal and contracted services for copywriting, web content development, media relations, and managing communication professionals, vendors, agencies, or teams. A strong track record of fostering collaboration and creating healthy relationships.
• Proven experience in organizing and executing conference exhibitions, from pre-event planning to post-event follow-up, is a key qualification for this role.
• Experience leading and managing SEO/SEM, marketing database, email, social media, and display advertising campaigns, with proven success in developing new delivery channels and improving current ones (e.g., website). Skilled in delivering business-to-consumer (B2C) and business-to-business (B2B) marketing solutions.

Physical Requirements:

The demands described here represent those that must be met by an individual to successfully perform the essential responsibilities of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Frequently communicates and interacts with others, in person and over computer and phone; frequently required to talk and hear. While performing the duties of this job, the noise level in the work environment, if located in the office, is usually quiet to moderate. Frequent sitting. Prolonged periods of sitting/standing at a desk and working on a computer. Operate standard office equipment and keyboard. Occasionally required to walk and stoop, kneel, crouch, or reach with hands and arms. While performing the duties of this job, the noise level in the work environment, if located in the office, is usually quiet to moderate. Mental stamina for problem-solving; prioritizing multiple tasks. Ability to recall, interpret, and apply oral/written instructions; remain alert and coherent to take action. Ability to travel.

Work location designation: Remote

Total Compensation:

The target pay range for this role is $152,145-$169,050

** In addition to the salary range listed, we offer a wealth of benefits to make working at AACN even more rewarding. Benefits include generous paid time off, low-cost health plans for medical and mental health services, dental, and vision, company-paid life and short-term disability insurance, a variety of other benefits, and retirement savings program with employer matching and additional company contribution. AACN is committed to a people-centered culture of workplace excellence and belonging, and offers various alternative and flexible work arrangements to support work/life balance for our team members.