Customer Experience & Communications Manager

About Us: The Community Power Coalition of New Hampshire (the Coalition) is a democratically governed and forward-thinking Joint Powers Agency dedicated to launching and operating Community Power Aggregation (CPA) programs. We represent over 30% of New Hampshire's population with more than 60 member communities. We are dedicated to empowering individuals and communities to take control of their energy future, reduce their carbon footprint, and create a clean and resilient energy system. Our mission is to foster resilient New Hampshire communities by empowering them to realize their energy goals. If you want to make real and sustained changes to how communities interact with energy, working with a collaborative and energetic team, this is the place for you. The Communications and Customer Service Manager will report to the Coalition’s Director of Member Services. Responsibilities: Communications Strategy Development: Create and execute communication strategies and media calendars that align with organizational goals and drive engagement. Content Creation: Oversee the development of high-quality content for a variety of platforms, including press releases, newsletters, website updates, and social media. Media Relations: Build and maintain relationships with media outlets and journalists to secure coverage and enhance the organization’s visibility; coordinate placement of op-eds; manage CPCNH’s paid media budget. Internal Communication: Develop and implement internal communication initiatives to ensure employees are informed and engaged with organizational updates and initiatives. Analytics and Reporting: Monitor and analyze the effectiveness of communication strategies and campaigns, providing insights and recommendations for continuous improvement. Collaboration: Work closely with cross-functional teams, including Member Services, Administration, Projects & Programs, and Regulatory & Legislative Affairs to support organizational objectives and initiatives. Customer Service Develop, maintain, and provide updates to customer messaging including contact center talking points; Frequently Asked Questions; customer enrollment letters; and website messaging. Field customer service escalations from the contact center. Events Coordinate CPCNH participation in and sponsorship of conferences and events. Qualifications: Bachelor’s degree in Communications, Public Relations, Marketing, or a related field; Master’s degree preferred. Five (5) years of experience in communications, public relations, or a similar role, with a proven track record of successful strategy development and execution. Strong writing, editing, and verbal communication skills. Proficiency in digital communication tools, content management systems, email marketing systems, social media platforms, and analytics software. Excellent interpersonal skills and the ability to work collaboratively with diverse teams. Strong organizational and project management skills, with the ability to manage multiple projects simultaneously. Knowledge of current trends and best practices in communications and public relations. Passion for providing outstanding customer service and improving the customer experience. Commitment to serving the CPCNH’s mission and values and providing excellent service to the New Hampshire residents/customers that make up our membership. About CPCNH: Read about CPCNH at www.cpcnh.org Salary: Depends on Interview. Date posted: 11/04/2024