Digital Communications Manager

Description

• Leads and manages organizational change.
• Sets and achieve customer satisfaction goals.
• Develops and implements key performance indicators (KPIs) to measure process health and effectiveness.
• Addresses any conflicts or issues that arise within the team or with stakeholders.
• Oversees content development, automation set up, testing, and implementation.
• Collaborates with cross-functional teams to deliver solutions and meet business requirements.
• Oversees and approves the user acceptance testing (UAT) process to ensure successful system implementation.
• Collaborates with stakeholders to understand business needs and translate them into actionable product requirements.
• Submit a weekly progress report detailing team accomplishments and milestones.
• Provides administrative support to team members.
• Implements new product strategies and roadmaps.
• Develops robust data management processes for accurate reporting.
• Communicates timely performance and errors to management, including volume, trends, and root causes.
• Tracks the progress of product development and ensures that milestones and deadlines are met.
• Designs and implements innovative process solutions.
• Maintains business continuity plans.
• Develops and executes customer service strategies aligned with business objectives.
• Provides the necessary resources, including budget, personnel, and tools, to the product owner.
• Manages, and maintains accurate budgets and forecasts.
• Analyzes customer data to identify trends and implement improvements.
• Conducts and approves internal control reviews ensuring compliance and enhancing efficiency and accuracy.
• Embraces NRG values, live them, breathe them and encourage them as well as 1NRG.
• Develops and mentors email analysts for career growth.
• Conducts recurring 1:1s with team members to check statuses, provide support and coaching opportunities.
• Conducts performance evaluations and provides feedback.
• Aligns process enhancements with overall business objectives.
• Develops and implements a departmental goal-setting framework to align with organizational objectives.
• Builds and maintains strong relationships with internal and external stakeholders.
• Leverages data analytics to identify performance trends and improvement opportunities.
• Identifies and facilitate resolutions, projects, and project-related issues.
• Creates and distributes actionable reports to inform decision-making.
• Tracks team productivity and manage special projects.
• Analyzes end-to-end processes to identify bottlenecks and opportunities for efficiency improvements.
• Manages and maintains vendor relationships.
• Leads cross-functional teams in successfully executing small to medium-sized projects from inception to completion.
• Oversees process documentation development and maintenance.
• Oversees and coordinates complex, nationwide (Texas, Canada, East) team operations.
• Collaborates with IT and cross functional teams to prioritize and implement system improvements.
• Resolves escalated customer issues efficiently.
• Anticipates customer needs and enhances the customer experience.
• Monitors and review all Regulatory and compliance changes or updates for operational impact.
• Implements robust quality control systems such as reconciliation and audits to ensure process adherence.
• Develop and implement a departmental goal-setting framework.
• Acts as subject matter expert for areas of responsibility.
• Provide regular updates on areas of responsibility and assigned tasks.
• Establishes and maintains quality standards for the team.
• Identifies and addresses training needs.
• Reviews, screens interview and hires prospective employees.
• Responsible for decisions on the feasibility of proposed marketing initiatives and projects.

Requirements

• Proficient in Microsoft Office products (Teams Word, Excel, Visio, PowerPoint, Power BI) and MS Project.
• 4-6 years of professional experience in the energy retail market.
• 1-3+ years of people management experience
• Familiarity with HTML/CSS for email
• Proven ability to lead and motivate hybrid or remote teams.
• 7-10+ years of professional experience in an Operations/IT/Project Management/Consulting role.
• Experience leading cross-functional team projects from requirements to implementation.
• 4-7 years in email development experience
• 1-3+ vendor management experience.
• Lifting, bending, sitting, reaching, and standing manual dexterity may be necessary.
• Proficient in Power Bi.
• Proven track record of managing successful email campaigns.
• Experience with Salesforce Marketing Cloud and email render tools (Litmus, Email on Acid)
• 1-3+ years of people management experience.
• Excellent communication skills, both written and verbal.
• An undergraduate degree from an accredited four-year college or university is required, with a focus on operations, computer science, or engineering.
• Position requires employee to work using a laptop/computer screen.

Benefits

• Monday – Friday with standard office hours.
• Hybrid working environment.
• Minimal travel when necessary.

Training + Development

Interview process

Visa Sponsorship

Security clearance