Job Description

As the Manager of Customer Communications Systems, you will lead a team that is responsible for the strategic development and implementation of the customer communications across the customer journey. With email as an anchor, along with other supporting channels (print and text), you will oversee the management and execution of all current customer communications across the customer journey, beginning at point of sale. Your team will implement and continuously refine Gas South’s customer communications to ensure continuous improvement of the customer experience and to make doing business with Gas South effortless.  Your team will be the subject matter experts (SME) for our communications platforms – working closely with the Customer Experience Team to support and collaborate on initiatives and projects that have a digital and/or print communications component.  In addition, you will be responsible for keeping the company abreast of new system functionality and platform enhancements that support our commitment to delivering an exceptional customer experience.

Are you a fit?

This is a high-impact, hands-on leadership role that requires a critical thinking mindset, robust project management skills, and a strong bias towards execution.  You are organized, thorough and appreciate process. You can provide consultative direction to your internal stakeholders as to how best to develop a strategy that delivers effective communications to their customers.  You care about the quality and effectiveness of design and layout.  As a leader, you motivate and inspire the people around you to succeed as a team. You have a strong interest in growing and developing people, and you take an active part in enhancing the team’s effectiveness, supporting colleagues, and ensuring an open and inclusive environment.

Other stuff we like:

• Bachelor’s Degree in business, marketing, communications, computer science or another related field.
• Minimum of five years of experience managing and/or executing customer communications using communications management tools that support both digital and print communications.
• Experience in email marketing including ability to build templates, develop customer communications, map touchpoints, and test effectiveness of email marketing efforts.
• Analytical skills with ability to identify problems and opportunities, weigh the relevance and accuracy of information, generate and evaluate alternative solutions, and make recommendations.
• Experience in organizing, planning, and executing projects from the envisioning stage through implementation, involving both internal and external personnel.
• Experience and understanding of email programming languages, such as HTML, CSS, Amp Script, etc.
• Strong knowledge of direct marketing best practices regarding deliverability and CAN-SPAM compliance.
• Proven leadership skills with the ability to grow and develop others

More details on what you would be responsible for:

• Manage, lead, and execute the Gas South customer communications strategy across all our platforms.
• Manage team that executes email campaigns based on a schedule, update existing communication journeys, build new communication journeys, perform A/B testing and deploy emails in Salesforce Marketing Cloud.
• Lead the development of campaign workflows, including validation rules, triggers, alerts, and automated responses.
• Manage bill and letter print vendors to established performance and service level standards.
• Report regularly on campaign and communication effectiveness.
• Establish process for managing and prioritizing systems issues, upgrades, defects, and enhancements and establish communications standards to ensure stakeholders are always informed of status.
• Manage process to intake requests, track progress and provide status to stakeholders.
• Serve as SME on projects partnering effectively with PMO, internal stakeholders and external vendor resources to consult and recommend solutions.
• Identify and implement process improvements to simplify system management and eliminate drivers of customer dissatisfaction.
• Develop and manage roadmaps for print and digital communication platforms.
• Communicate with executive stakeholders through regular updates on the status of roadmap, projects, and priorities of upcoming projects.
• Develop and manage a strong team through the hiring of diverse and skilled talent, strong performance management and personnel development, and clear goal setting and results tracking.
• Set performance standards and hold team members and vendors accountable.

How to Apply

Job Categories: Equal Opportunities. Job Types: Full-Time. Salaries: 80,000 - 100,000.

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