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Senior Manager, Customer Communications

NRG Energy - Houston, TX

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Job Description

At NRG, we''re bringing the power of energy to people and organizations by putting customers at the center of everything we do. We generate electricity and provide energy solutions and natural gas to millions of customers through our diverse portfolio of retail brands. A Fortune 500 company, operating in the United States and Canada, NRG delivers innovative solutions while advocating for competitive energy markets and customer choice, working towards a sustainable energy future. More information is available at Connect with NRG on Facebook, LinkedIn and follow us on Twitter @nrgenergy. Job Summary: The Sr. Manager of Customer Communications will be responsible for the implementation of the Reliant customer communications to support customer retention. The position works across the organization to ensure we deliver the right customer communications assets to support marketing campaigns and transactional communications. This role will work closely with strategy, segment marketing, communications, digital, sales, customer care, operations, legal and regulatory to ensure alignment. The position requires strong influencing skills, an understanding of industry best practices, and a passion for creating customer-focused, effortless customer communications that support the customer journey. Essential Duties/Responsibilities: Lead customer communications team toward project execution. Develop timeline plan for various omnichannel projects (i.e. evaluate stakeholder requests, develop creative briefs in conjunction with strategy team to develop channel plan). Support the implementation of the ideal customer experience for the residential and small business segments. Drive initiatives by conducting research, identifying opportunities, developing short term and long-term action plans, executing initiatives, and communicating with stakeholders. The goal is to enhance the experience for internal and external customers, so they stay loyal to us, buy more, and recommend us to others. Facilitate weekly check-ins with clients to set expectations, manage scope changes and discuss prioritization of requests. Use tools such as customer journey maps to identify strengths and opportunities and communicate these to the broader organization from the perspective of the customer. Work with analytics and market research teams to track and drive initiatives for Net Promoter Score, Customer Effort Score, Online Ratings and other key metrics as appropriate. Work with the Customer First internal cross-functional team to help identify pain points and implement improvements based on customer insights. The ideal candidate is highly analytical, curious, able to identify and tell a story with data, and a self-starter who is a fast learner - creating and delivering projects that truly impact customer loyalty. Communicate and document short-term and long-term goals, requirements, deliverables, and release dates, as well as program results and impact. Collaborate with other region / brand customer experience leads to identify and share best practices and ideas. Monitor and evaluate customer experience programs of best-in-class organizations and identify ways to adopt their best practices. Administer and serve as the SME for Workfront, a work management tool, WebDam, an asset management tool, and ProofHQ, a digital proofing tool for 50+ users. Manage Workfront contract. Support the email program enhancement process, providing training and recommendations for streamlined development and execution process for the Reliant, Cirro and Discount Power retail electricity brands. Serve as the business continuity program coordinator, leading a cross functional team through crisis response such as hurricane, hot weather, cold weather and severe weather. Working Conditions: Hybrid remote and open office environment. Some overtime required as special projects arise. Minimal travel only as required for special projects or meetings. Minimum Requirements: Bachelor''s degree in marketing, business, or equivalent discipline. Advanced degree a plus. 8+ years working experience with 3+ years of specific experience in Customer Experience, Digital or Marketing in a consumer-facing product or service company. Preferred Qualifications: Project management skills, including ability to manage and prioritize multiple projects simultaneously. Ability to manage a team with competing priorities and initiatives. Working knowledge of customer communications best practices and a passion for doing what is right for the customer and the company. Proven ability to adapt in a flexible and fast-paced environment. Demonstrated ability to translate customer needs into requirements. Ability to use hard data and metrics to back up assumptions. Excellent written and verbal communication skills; i.e. effectively communicates with internal groups on ideas and resolves issues; presents complex information in a clear, concise manner. Ability to work in a team environment or independently. Ability to take initiative and be proactive. Online, web, and/or mobile experience a plus. Expert user of Microsoft Office, especially Excel and PowerPoint. Additional Knowledge, Skills and Abilities: Experience in retail and email marketing a plus. CB-TA LI-TA1 NRG Energy is committed to a drug and alcohol free workplace. To the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post-accident and reasonable suspicion drug and alcohol testing. EOE AA M/F/Protected Veteran Status/Disability EEO is the Law Poster (The poster can be found at Level, Title and/or Salary may be adjusted based on the applicant''s experience or skills. Official description on file with Human Resources

Created: 2021-11-29

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