Senior Manager - Customer Communications
CENTRAL MAINE POWER CO - Los Angeles, California, United States,![CENTRAL MAINE POWER CO](/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
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.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 Avangrid.Customer engagement:
Initiating and overseeing initiatives to proactively engage customers, including newsletters, email campaigns, web content, and social media interactions.Customer education:
Creating educational materials and content to teach customers about Avangrid’s products, services, and initiatives, including energy efficiency programs, sustainability efforts, and community service.Crisis management:
Developing protocols and procedures for communicating with customers during emergencies, outages, and other critical situations, ensuring transparency and timely updates.Regulatory communications:
Ensure that all customer communications comply with relevant regulations and industry standards, including data privacy and consumer protection laws.Budget management:
Maintain budget for communications vendors, tools, printing, and other communications line items.Stakeholder management:
Collaborating with internal teams, including customer service, marketing, corporate communications, and operations teams to ensure alignment of communication efforts and consistency in messaging.Vendor management:
Manage relationships with external vendors, such as communication agencies or technology providers, to support customer communication initiatives effectively.Required Qualifications13+ years experience in communications, public relations, or marketing.A bachelor’s degree in communications, marketing, public relations, business administration, or a related field.Proven ability to demonstrate value and tie communications programs back to overall business objectives.Proficiency in digital communication tools and platforms such as websites, CRM tools, social media, email platforms, and mobile apps.Familiarity with content management systems, analytics tools, and social media management platforms.Budget management and reporting experience.Experience working with research teams and data analysts to understand customer feedback and identify areas for improvement.Proven ability to manage multiple strategic deliverables on time.Excellent verbal and written communications skills.Ability to travel.Preferred QualificationsDeep understanding of customer needs, preferences, and behaviors, as well as ability to empathize with customers and address concerns.Vendor management, project management, and stakeholder management experience.Experience with managing a staff of geographically-dispersed communication professionals.Knowledge of electric and gas utility customer needs and emerging industry trends.Ability to anticipate potential communication challenges and address quickly.Change management experience.Demonstrated effectiveness facilitating teams across functional areas, operating companies, and globally.CompetenciesGrowth & 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.Mobility 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 country.
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