Manager, Customer Communications, Product Journeys
Comcast - Phila, Pennsylvania, United States, 19117![Comcast](/api/image?src=https%3A%2F%2Fgeneral-board-default.s3.us-east-2.amazonaws.com%2Fpublic%2Fimages%2Fdesk-360x180.webp&w=640&q=75&f=webp)
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Overview
The Manager, Customer Communications, Product Journeys, will lead the development and execution of customer communications in support of key product journeys, including triggered and ad hoc campaigns designed to drive awareness and adoption of equipment swaps and returns, as well as automated enrollment comms for the Affordable Connectivity Program (ACP). This role requires a high degree of collaboration with many senior-level stakeholders from across the organization, including legal, product, TPX, CX, as well as outside vendors.Are you...
Able to navigate complex and nuanced situations to drive the best customer experience?Very detail oriented yet able to see the big picture?A strong writer who is able to translate technical issues and enhancements into customer-friendly language?A true collaborator who is willing to dig in with colleagues and teammates to solve a problem?Able to influence even without ownership of a specific workstream?Self-motivated to understand new platforms and data sources, dive into customer feedback, and dissect customer touch points and journeys to identify where there may be opportunity for improvement?Core Responsibilities
Lead the communications strategy, execution, and deployment of omnichannel equipment swaps and returns campaigns for all products and all customer scenarios, including end of life, speed increase, Genesis, and returns.Partner with Martech and outside agencies and vendors to set up automation for key swaps and returns campaigns.Partner with agency to maintain automated journeys for ACP, optimizing as needed.Constantly analyze campaign results and recommend test and learn opportunities to optimize plans to help achieve agreed upon goals for KPIs.Proactively bring fresh ideas to Sr. Director, Customer Service Communications and leadership teams.Drive alignment for a consistent experience across all appropriate customer-facing channels, including help & support communications.Consistent exercise of independent judgment and discretion in matters of significance.Regular, consistent, and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.Other duties and responsibilities as assigned.Key Competencies
To be successful in this role, the candidate must:Be a strong writer and proofreader who can translate technical information into customer-friendly language.Keep the customer experience at the forefront of everything they do.Be able to collaborate with cross-functional partners and have excellent relationship management skills.Be able to pivot with the shifting priorities of the company.Be able to create and provide analysis for executive summaries and readouts, and present to senior leadership.Embrace opportunities to continually learn more, understand data, and its implications.Employees at all levels are expected to:
Understand our Operating Principles; make them the guidelines for how you do your job.Own the customer experience – think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.Know your stuff – be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.Win as a team – make big things happen by working together and being open to new ideas.Be an active part of the Net Promoter System, a way of working that brings more employee and customer feedback into the company, by joining huddles, making callbacks, and helping us elevate opportunities to do better for our customers.Drive results and growth.Respect and promote inclusion & diversity.Do what's right for each other, our customers, investors and our communities.Disclaimer:
This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.Comcast is an EOE/Veterans/Disabled/LGBT employer.
Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.Education
Bachelor's DegreeWhile possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.Relevant Work Experience
5-7 YearsBase pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.
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