Job Description

  • Description:
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Department:  Marketing Operations
Job Posting Title:   Manager/Senior Manager, Customer Communications Strategy & Operations
Role Summary
 
This role  is responsible for the communications strategy for key operational communications across Cox.  In this role, the individual will report to the Director of Consumer Product Marketing Operations and work collaboratively across marketing strategy, product, customer care, technology, creative and execution, analytics, digital and other teams to develop and execute a holistic, customer-first communications strategy that supports our business objectives and brand promise.  
 
 
Primary Responsibilities and Essential Functions
 
·         Owns the communication strategy (inclusive of timing, tactic, frequency, volume, and messaging) for 1:1 operational communication related to paying journey, field service, sales and others. 
·         Supports a unified customer communications strategy by leading the intake and governance of new notification communications.  Includes identifying potential collisions and facilitating necessary adjustments.   
·         Collaborates with Marketing, Product, Care, and Digital teams to garner consensus on customer communication priorities for an integrated, strategic communications plan that supports business initiatives.  
·         Collaborates with Customer Journey Experience teams to ensure communications strategy aligns with frictionless customer experience (minimize pain points, streamline communications).  
·         Partners with Analytics team to identify advanced reporting needs. Analyzes performances trends, CX insights and best practices to provide ideal state including optimization recommendations (test and learn, start/stop/continue). 
·         Works closely with Martech, application owners and Technology teams to advance new marketing tools/technology capabilities for optimal program execution
·         Management of Opex and Capex; includes identifying opportunities to reduce direct marketing costs, execution costs and transactions 
·         Effectively manages in a matrix working with strategic and creative agencies, technology partners and supporting team members.  Initially is an individual contributor with potential for a direct report in the future. 
 
 
Skills and Qualifications 
 
 
QUALIFICATIONS
 
Minimum 
·         7 or more years of experience required in related field (Marketing, Communications, etc)
·         5 or more years of experience required if candidate possesses a related advanced degree
·         Experience developing and managing marketing programs and working with technology, execution and analytics teams
·         Strong understanding of marketing program best practices (inclusive of strategy, creative and execution)
·         Strong collaboration and consensus building skills.  Excellent verbal, written and presentation skills.   Process orientation, ability to mulitask and work effectively in a heavily matrixed environment.   
·         Working knowledge of key operational communications
·         Strong financial acumen and understanding of operations
·         Requires strong knowledge of Microsoft Word, Excel, PowerPoint, Teams, Workfront and Quickbase 
 
Preferred 
·         BS/BA degree in related discipline strongly desired (i.e. Marketing, Business, etc.).  
·         3 or more years of experience in a management role or leading cross functional projects preferred
·         Working knowledge of key operational communications
·         Experience in telecommunications industry desired
  r
 If this is for a Sr. Manager, won't they have a direct report? 
 
 I didn't change anything here - something weird happened with the formatting. 

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