Avangrid
Senior Manager - Customer Communications
Avangrid, Kirkwood, New York, United States, 13795
Position Informaton
Considering making an application for this job Check all the details in this job description, and then click on Apply.Locations: Orange, CT; Rochester, NY; Binghamton, NY; Augusta, ME; or Portland, MEPay Range: The base salary range for this position is dependent upon experience and location, ranging from $128,800 - $$177,100.Schedule: OfficeJob SummaryThe Avangrid Customer Communications Senior Manager will shape the external communications strategy across the brands within Avangrid Networks by leading the team responsible for developing and executing comprehensive communications plans that align with the company's objectives and values. In this role, you will create and roll out strategic communication plans for over 3 million customers spanning four states to enhance the company's brand image, engage customers, and support our communities effectively. This person will lead a team of professionals across NY, CT, ME, and MA and oversee a budget to ensure customer experience is optimized for customer satisfaction and operational efficiency across the business. This is an exciting opportunity to directly impact how customers interact with and view the rapidly changing utility and energy efficiency space.Key ResponsibilitiesStrategic communications planning:
Develop and implement plans to enhance customers' experience with their utility, keep them informed, and provide them with communications that enhance their customer lifecycle with AvangridCustomer engagement:
Initiating and overseeing initiatives to proactively engage customers, including newsletters, email campaigns, web content, and social media interactionsCustomer education:
Creating educational materials and content to teach customers about Avangrid's products, services, and initiatives, including energy efficiency programs, sustainability efforts, and community serviceCrisis management:
Developing protocols and procedures for communicating with customers during emergencies, outages, and other critical situations, ensuring transparency and timely updatesContent creation:Regulatory communications:
Ensure that all customer communications comply with relevant regulations and industry standards, including data privacy and consumer protection lawsBudget management:
Maintain budget for communications vendors, tools, printing, and other communications line itemsStakeholder management:
Collaborating with internal teams, including customer service, marketing, corporate communications, and operations teams to ensure alignment of communication efforts and consistency in messagingVendor management:
Manage relationships with external vendors, such as communication agencies or technology providers, to support customer communication initiatives effectivelyRequired Qualifications13+ years experience in communications, public relations, or marketingA bachelor's degree in communications, marketing, public relations, business administration, or a related fieldProven ability to demonstrate value and tie communications programs back to overall business objectivesProficiency in digital communication tools and platforms such as websites, CRM tools, social media, email platforms, and mobile appsFamiliarity with content management systems, analytics tools, and social media management platformsBudget management and reporting experienceExperience working with research teams and data analysts to understand customer feedback and identify areas for improvementProven ability to manage multiple strategic deliverables on timeExcellent verbal and written communications skillsAbility to travelPreferred QualificationsDeep understanding of customer needs, preferences, and behaviors, as well as ability to empathize with customers and address concernsVendor management, project management, and stakeholder management experienceExperience with managing a staff of geographically-dispersed communication professionalsKnowledge of electric and gas utility customer needs and emerging industry trendsAbility to anticipate potential communication challenges and address quicklyChange management experienceDemonstrated effectiveness facilitating teams across functional areas, operating companies, and globallyCompetenciesGrowth & Continuous ImprovementInitiative & ChangeFocused on ResultsCustomer Centric (internal and/or External)CommunicationCollaborationLeadership (people managers/leaders)DisclaimerAVANGRID is committed to a diverse and inclusive workplace. AVANGRID is an equal opportunity employer and does not discriminate on the basis of an individual's sex, gender, gender identification, gender expression, race, color, religion, national origin, age, ancestry, genetic information, medical condition, physical or mental disability, marital status, sexual orientation, military or veteran status, or other characteristics or conditions protected by law.Click here for Additional Disclaimer InformationAvangrid employees may be assigned a system emergency role and in the event of a system emergency, may be required to work outside of their regular schedule/job duties. This is applicable to employees that will work in Connecticut, Maine, Massachusetts, and New York within AVANGRD Network and Corporate functions. This does not include those that will work for Avangrid Renewables.#OFFICE; #LI-CH1Mobility InformationPlease note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that countryAVANGRID's employment practices and policies are geared to hiring a diverse workforce and sustaining an inclusive culture. At AVANGRID we provide fair and equal employment and advancement opportunities for all employees and candidates regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, disability, protected veteran status or any other status protected by federal, state, or local law.If you are an individual with a disability or a disabled veteran who is unable to use our online tool to search for or to apply for jobs, you may request a reasonable accommodation by contacting our People and Organization department at careers@avangrid.comJob Posting End Date:PDN-9c33ec39-ffe3-40fc-96f8-fbd219edde1b
Considering making an application for this job Check all the details in this job description, and then click on Apply.Locations: Orange, CT; Rochester, NY; Binghamton, NY; Augusta, ME; or Portland, MEPay Range: The base salary range for this position is dependent upon experience and location, ranging from $128,800 - $$177,100.Schedule: OfficeJob SummaryThe Avangrid Customer Communications Senior Manager will shape the external communications strategy across the brands within Avangrid Networks by leading the team responsible for developing and executing comprehensive communications plans that align with the company's objectives and values. In this role, you will create and roll out strategic communication plans for over 3 million customers spanning four states to enhance the company's brand image, engage customers, and support our communities effectively. This person will lead a team of professionals across NY, CT, ME, and MA and oversee a budget to ensure customer experience is optimized for customer satisfaction and operational efficiency across the business. This is an exciting opportunity to directly impact how customers interact with and view the rapidly changing utility and energy efficiency space.Key ResponsibilitiesStrategic communications planning:
Develop and implement plans to enhance customers' experience with their utility, keep them informed, and provide them with communications that enhance their customer lifecycle with AvangridCustomer engagement:
Initiating and overseeing initiatives to proactively engage customers, including newsletters, email campaigns, web content, and social media interactionsCustomer education:
Creating educational materials and content to teach customers about Avangrid's products, services, and initiatives, including energy efficiency programs, sustainability efforts, and community serviceCrisis management:
Developing protocols and procedures for communicating with customers during emergencies, outages, and other critical situations, ensuring transparency and timely updatesContent creation:Regulatory communications:
Ensure that all customer communications comply with relevant regulations and industry standards, including data privacy and consumer protection lawsBudget management:
Maintain budget for communications vendors, tools, printing, and other communications line itemsStakeholder management:
Collaborating with internal teams, including customer service, marketing, corporate communications, and operations teams to ensure alignment of communication efforts and consistency in messagingVendor management:
Manage relationships with external vendors, such as communication agencies or technology providers, to support customer communication initiatives effectivelyRequired Qualifications13+ years experience in communications, public relations, or marketingA bachelor's degree in communications, marketing, public relations, business administration, or a related fieldProven ability to demonstrate value and tie communications programs back to overall business objectivesProficiency in digital communication tools and platforms such as websites, CRM tools, social media, email platforms, and mobile appsFamiliarity with content management systems, analytics tools, and social media management platformsBudget management and reporting experienceExperience working with research teams and data analysts to understand customer feedback and identify areas for improvementProven ability to manage multiple strategic deliverables on timeExcellent verbal and written communications skillsAbility to travelPreferred QualificationsDeep understanding of customer needs, preferences, and behaviors, as well as ability to empathize with customers and address concernsVendor management, project management, and stakeholder management experienceExperience with managing a staff of geographically-dispersed communication professionalsKnowledge of electric and gas utility customer needs and emerging industry trendsAbility to anticipate potential communication challenges and address quicklyChange management experienceDemonstrated effectiveness facilitating teams across functional areas, operating companies, and globallyCompetenciesGrowth & Continuous ImprovementInitiative & ChangeFocused on ResultsCustomer Centric (internal and/or External)CommunicationCollaborationLeadership (people managers/leaders)DisclaimerAVANGRID is committed to a diverse and inclusive workplace. AVANGRID is an equal opportunity employer and does not discriminate on the basis of an individual's sex, gender, gender identification, gender expression, race, color, religion, national origin, age, ancestry, genetic information, medical condition, physical or mental disability, marital status, sexual orientation, military or veteran status, or other characteristics or conditions protected by law.Click here for Additional Disclaimer InformationAvangrid employees may be assigned a system emergency role and in the event of a system emergency, may be required to work outside of their regular schedule/job duties. This is applicable to employees that will work in Connecticut, Maine, Massachusetts, and New York within AVANGRD Network and Corporate functions. This does not include those that will work for Avangrid Renewables.#OFFICE; #LI-CH1Mobility InformationPlease note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that countryAVANGRID's employment practices and policies are geared to hiring a diverse workforce and sustaining an inclusive culture. At AVANGRID we provide fair and equal employment and advancement opportunities for all employees and candidates regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, disability, protected veteran status or any other status protected by federal, state, or local law.If you are an individual with a disability or a disabled veteran who is unable to use our online tool to search for or to apply for jobs, you may request a reasonable accommodation by contacting our People and Organization department at careers@avangrid.comJob Posting End Date:PDN-9c33ec39-ffe3-40fc-96f8-fbd219edde1b