Customer Communications Manager in Englewood, CO at WOW!

Date Posted: 2/10/2020

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Englewood, CO
  • Experience:
    Not Specified
  • Date Posted:
    2/10/2020
  • Job ID:
    REQ-2020-244

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

Qualifications:

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.

Education:

  • 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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