Zaddy Solutions is searching for a Senior Marketing Communications Manager on behalf of a client. This role is direct hire and hybrid, located in Houston, TX.
Senior Marketing Communications Manager
Location: Houston, TX - Hybrid (3 days onsite)
Overview: The Senior Marketing Communications Manager will play a pivotal role in shaping and executing customer lifecycle communication strategies that drive engagement, retention, and brand loyalty. This leadership role will involve overseeing a dynamic team of marketing professionals responsible for crafting personalized, impactful communications at every stage of the customer journey—from onboarding through renewal. Working closely with cross-functional teams including Go-To-Market, Customer Experience, and Product, you will ensure cohesive, data-driven messaging that elevates customer experiences and maximizes business outcomes.
Key Responsibilities:
- Customer Lifecycle Communications: Lead the development and execution of targeted communications across the customer lifecycle, including onboarding, transactional, and educational messaging. Focus on reinforcing brand value and boosting customer engagement at every touchpoint.
- Renewal and Retention Strategies: Design and implement data-driven renewal campaigns and personalized retention efforts to minimize churn and maximize customer lifetime value. Use insights to proactively address customer needs and pain points, ensuring continued satisfaction.
- Team Leadership: Manage and mentor a team of marketing managers, overseeing the planning, execution, and optimization of customer lifecycle communication initiatives. Provide guidance on best practices, project management, and cross-functional collaboration.
- Product and Service Communications: Oversee messaging for non-commodity services and product offerings, including customer programs, promotions, paperless billing, and other value-added services. Ensure messaging aligns with overall customer engagement strategies.
- Customer Experience & Service Communication: Manage communication strategies for customer service issues, including billing errors, missing documents, overdrafts, and other fulfillment-related concerns. Drive continuous improvement of lifecycle surveys and feedback loops to measure and enhance the customer experience.
- Crisis and Severe Weather Communication: Lead real-time communication strategies during crises, such as severe weather events or outages, ensuring timely, clear, and compassionate messaging that keeps customers informed and reassured.
Required Qualifications:
- Bachelor's degree in Marketing, Communications, Business, or a related field.
- 7+ years of experience in marketing, communications, brand management, or related fields.
- 2+ years of experience managing a team, with a proven track record of leading cross-functional projects and delivering results.
Preferred Qualifications:
- Proven experience in developing and executing successful customer marketing strategies.
- Familiarity with the energy or services industry (e.g., electricity, cable, internet) preferred.
Skills & Attributes:
- Strategic thinker with a data-driven approach to communications.
- Excellent leadership and team management skills.
- Strong collaborator, able to partner with diverse teams to align on goals and strategies.
- Exceptional written and verbal communication skills, with the ability to tailor messages for different audiences.
- Proven ability to manage multiple projects simultaneously and meet deadlines in a fast-paced environment.