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Customer Communications Manager - Vehicles
About the position
This role is responsible for leading SRP’s Communications Vehicles team, which manages SRP owned communications and marketing vehicles, including customer email, direct mail, and newsletters; develop personalized, multi-touch communications journeys to foster engagement, satisfaction and loyalty among SRP’s customers, stakeholders and the public. Partner with subject matter experts across the organization to optimize communications to best deliver SRP’s messages to customers and the public. The ideal candidate will have experience leading high-performing teams with a track record of delivering seamless, personalized experiences that meet business objectives and support customer satisfaction. public. Partner with subject matter experts across the organization to optimize communications to best deliver SRP’s messages to customers and the public.
Responsibilities
- Provide strategic guidance to SRP’s Communications Vehicles Team, stakeholders, and cross-functional teams to continuously improve omni-channel communications and journey-based marketing, ensuring strategies reflect current best practices and evolving industry trends.
- Ensure the quality, accuracy, and effectiveness of customer-facing email and direct mail communications.
- Lead and develop a team of digital communication strategists, ensuring aligned priorities and efficient resource allocation.
- Create and enhance industry-leading email and direct mail experiences that help customers and stakeholders easily access important information, understand key initiatives, and strengthen their connection to the SRP brand.
- Leverage data insights, performance metrics, and industry best practices to optimize channel performance, support corporate objectives, and strengthen customer satisfaction.
- Collaborate with cross-functional teams to develop and refine personalized, multi-touch journeys across email and direct mail to ensure timely, relevant communications at every point of the customer lifecycle.
- Establish clear priorities and continuously provide efficient resourcing to meet a high-volume workload while balancing short-term and long-term goals/needs.
- Oversee budget for key systems, training, and related business needs.
- Partner with teams across SRP to prepare for crisis situations, ensuring owned digital platforms can effectively support customers and the public during critical events.
- Participate in cross-functional initiatives to evolve processes and technology.
- Perform other job-related functions as assigned.
Requirements
- Minimum 7 years of relevant experience required. In lieu of a degree, 11 years of relevant experience or an equivalent combination of education and experience totaling 11 years may be considered.
- Demonstrated ability to inspire teams through creativity, innovation, and strategic thinking.
- Exceptional written and verbal communication skills, including clear, concise, structured, and accessible writing.
- Ability to communicate complex topics effectively and deliver compelling presentations to varied leadership levels.
- Proven ability to apply initiative and technical expertise to develop effective solutions to complex problems.
- Awareness of email marketing and direct mail best practices, legal considerations, and compliance requirements.
- Experience with Zeta or similar best-in-class email marketing platforms.
- Excellent time and project management skills, with the ability to manage a high volume of complex work within deadlines and budget.
- Demonstrate strong executional leadership by balancing technical precision with compelling storytelling and visually engaging content across planned campaigns as well as urgent or crisis scenarios.
- Commitment to continual improvement in personal leadership capabilities and passion for developing team members.
- Strong team leadership and resource management skills within high-volume, high-complexity environments.
Benefits
- Pension Plan (at no cost to the employee)
- 401(k) plan with employer matching
- Available your first day: Medical, vision, dental, and life insurance
- Over 200+ hours of PTO (includes vacation days, holidays, floating holidays, and sick leave)
- Parental leave (up to 4 weeks) and adoption assistance
- Wellness programs (including access to a recreation and fitness facility)
- Short and long-term disability plans
- Tuition assistance for both undergraduate and graduate programs
- 10 Employee Resource Groups for career development, community service, and networking
