Customer Communications Manager in Englewood, CO at WOW!

Date Posted: 2/10/2020

Job Snapshot

  • Employee Type:
  • Location:
    Englewood, CO
  • Experience:
    Not Specified
  • Date Posted:
  • Job ID:

Job Description

The Customer Communications Manager is responsible for developing and implementing effective communications programs that support customer engagement and retention.   

Duties & Responsibilities:

Essential Duties and Responsibilities include but are not limited to those listed below:

  • Manages the implementation of WOW!’s customer communications strategy
    • Develops, manages and executes a comprehensive calendar of proactive customer communications comprised of informational communications, such as new customer onboarding, outage communications, legal-required communications and self-help/tutorial communications
    • Identifies customer needs and critical points/milestones throughout a customer journey where outreach would enhance/improve the customer experience, starting from acquisition and develop/create communications to meet customer needs for communication
    • Manages creative and copy development for all customer-facing communications including Email, Direct Mail, SMS, Social Media, Online Account Management Tool, Customer Bills, print collateral, training videos. Additionally, makes recommendations on what content to communicate, what tactics/vehicles would be most effective to communicate and the frequency of communication
  • Project Manages all launching of communications programs effectively, efficiently and timely as committed to the organization
    • Creates comprehensive schedule and detailed timelines from concept to execution for all deliverables required to launch communications programs
    • Communicates, negotiates and uses influence to drive for collective agreement from stakeholders and/or cross-functional partners on required deliverables and timelines; holds self and others to timelines in order to meet campaign in-market dates committed to the organization
    • Partners with resources across marketing organization and cross-functional teams to translate business needs into requirements and the technical execution of communications
    • Ensures alignment with Retention and CARE organization by keeping teams informed on all communications programs, including objectives, creative and timing
    • Establishes and maintains routine channels of communication to ensure all relevant contacts are updated and informed
    • Packages and disseminates information to leadership
  • Optimize and maximize program effectiveness
    • Creates, implements and maintains tracking of key success metrics
    • Monitors effectiveness of programs by continuously reviewing performance data, conducting analysis, deriving insights and developing and implementing recommendations


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


  • College degree in Marketing or other relevant field
  • MBA preferred

Experience/Skills Needed:

  • 5+ years relevant experience; specifically working with customer communications, customer journey or customer experience initiatives is required
  • Intermediate knowledge of communications best practices, including technical and creative copywriting
  • Excellent project management and vendor management skills
  • Superior attention to detail, written and verbal communication skills
  • Ability to prioritize, multi-task, manage multiple projects simultaneously, set/meet deadlines and thrive in a fast-paced, entrepreneurial environment
  • Ability to work both independently and collaboratively as a team
  • Strong analytical skills and ability to review and interpret data, manage budgets, etc.
  • Ability and high comfort level in presenting and communicating verbally and in written format to senior leaders and across the organization Provide day-to-day management of third-party direct marketing agencies, creative agencies, digital agencies and print/mail vendors
  • Independent and effective decision-making skills

Computer Skills:

  • Ability to create impactful PowerPoint presentations in order to effectively communicate across the organization
  • Ability to effectively communicate complex data, analysis and reporting using Excel
  • Experience with customer relationship management software (CRM) or marketing automation platform is preferred
  • Ability and willingness to learn new computer programs as needed

WOW! is an Equal Opportunity Employer/Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity employer


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