Spectrum

Manager, Customer Communications

Spectrum

July 31, 2021


JOB SUMMARY
Responsible for leading Marketing Communications projects’ strategy and execution for Residential and Small & Medium Business customers. The scope of responsibility covers all product lines including Video, Internet, Voice & Mobile related initiatives.
Requires frequent interaction with cross-functional departments, peers and Senior Leadership. Includes collaboration with other Marketing teams, Billing, Product Development, Government Relations, Legal, and Customer Service/Operations as well as external vendors.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.
Manage projects assigned ensuring accuracy, on-time execution and budget compliance.
Responsible for initiatives related to products, package features, new programs, pricing and regulatory compliance notifications.
Accountable for relationship management with internal teams and external vendors to successfully execute various marketing tactics (e.g. email, direct mail, SMS, print, media, automated calls, etc.).
Monitor and assess response reporting for marketing campaigns; utilize analysis to make recommendations for marketing tests to improve customer experience.
Provide internal communications and updates for assigned projects including project summaries, reporting, presentations, etc.
Facilitate meetings with various internal teams, as assigned.
Maintain associated databases and libraries to store required information.
Manage project expenses including purchase orders, invoices, and budget.
Accountable for monthly and annual expense budget including forecasting.
Perform other duties as requested by manager.
REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to read, write, and speak English.
Communicate appropriately, verbally and in writing, in a clear and straightforward manner.
Must have strong project management skills and be effective at planning, prioritizing and organizing multiple initiatives.
Knowledge of direct marketing and execution of various tactics such as direct mail, digital media, email, SMS, social media, newspaper advertising, etc.
Ability to make decisions and solve problems while working under pressure.
Proficient with Microsoft (Excel, PowerPoint, Word, Visio).
Knowledge of SharePoint, Tableau, etc.
Ability to create plans, timelines, expense forecasts & process flowcharts.
Related Work Experience
Marketing, 2 years minimum
Education
4 year undergraduate degree
PREFERRED QUALIFICATIONS
Skills/Abilities and Knowledge
Cable, Internet or Telecommunications industry experience.
Ability to read, write and speak Spanish.
WORKING CONDITIONS
Office environment
Travel as required
MCU500 288114 288114BR
For more information on Spectrum’s benefits, please click here.