SUMMARY OF JOB RESPONSIBILITIES AND REQUIREMENTS

JOB TITLE: Customer Marketing Manager II or Sr.

REQUISITION ID: PUB0011

DEPARTMENT: Marketing Communications - Kansas City Headquarters

LOCATION: Kansas City, MO

PAY RANGE: Marketing Mgr II: $66,600 - $83,200

Sr Marketing Mgr: $84,500 - $112,600

Scheduled Work Hours: Monday - Friday, 8:00 a.m. - 5:00 p.m. (Other hours as required)

Summary of Primary Duties and Responsibilities:

The Customer Marketing Manager leads customer engagement and communication strategies designed around customer needs, behaviors and key moments throughout the customer experience. This role develops customer segments, journeys and engagement strategies that improve customer understanding, engagement, satisfaction and desired customer behaviors.

Working across teams, this position connects customer insights, business priorities and channels to create coordinated, relevant customer experiences. The role uses customer behavior, research and performance data to continually improve customer communications, education strategies and engagement.

What You'll Do:

Lifecycle Strategy & Customer Journeys
• Develop customer engagement, communication and lifecycle strategies for assigned customer segments and journeys.
• Develop customer education strategies that help customers understand, navigate and manage their energy service.
• Identify customer needs, behaviors and key moments to inform engagement strategies.
• Develop lifecycle communication, content and treatment strategies across channels that support customer understanding, engagement and behavior change.
• Connect campaigns and tactics to broader customer journeys and objectives.
• Continuously evolve customer journeys based on customer insights, performance and changing needs.

Customer Engagement & Communications
• Develop strategies to improve customer understanding, engagement, participation and behavior change.
• Translate complex utility topics, programs, tools and rate concepts into clear customer-facing communication and education strategies.
• Use segmentation and customer insights to create relevant, personalized experiences
• Develop proactive engagement around key customer moments and service-related events.
• Partner across teams and channels to create coordinated customer experiences.

Measurement & Optimization
• Establish objectives and KPIs for communication strategies, journeys and campaigns.
• Use testing and insights to optimize strategies and recommend next steps.
• Measure success through campaign performance, customer understanding, engagement, behavior change, participation and business outcomes.

Education and Experience Requirements:
• Bachelor's degree in Marketing, Communications, Journalism or related discipline.
• 3-5 years (II) 6-10 years (SR) experience within a corporate marketing department or at a marketing/communications agency

Skills, Knowledge, and Abilities Required:
• Experience developing customer segments, customer journey strategies and communication plans based on customer insights, behaviors and business priorities.
• Proven ability to build consensus and work effectively within a cross-departmental team. Ability to collaborate, influence and work cooperatively with key team members, vendors, and partners, demonstrating strategic thinking, creativity, and enthusiasm for reaching goals.
• Client-service mentality and ability -- Anticipate and identify customer and business needs, develop recommendations and effectively communicate those recommendations to stakeholders.
• Demonstrated understanding of marketing strategy and execution. Understand how efforts support brand positioning, while being mindful of how individual tactics tie into overall corporate initiatives.
• Clear understanding of how to utilize segmentation and marketing automation for creating strategies, campaigns, and tactics. Strong analytical skills, and an ability to translate data into actionable recommendations.
• Ability to translate complex information into clear customer communications and education strategies that support understanding and action.
• Proven experience in multi-channel marketing (ex: direct mail, email, search, social) with expertise in optimizing campaigns using specific metrics and KPIs, driving measurable results.
• Excellent written and verbal communication, including developing key messages and presentations.
• Will be a team player with a positive attitude, flexible but determined, detailed, and organized and above all, results oriented. Proven ability to work independently and make progress while keeping supervisor appropriately informed and consulted.
• Must be proficient in Microsoft Word, Excel and PowerPoint, and familiar with Desktop Publishing.

Working Conditions: Hybrid Home/Office Environment

Disclaimer: The above information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.