Manager of Customer Communications & Experience

MSN Communications   •  

Madison, WI

Industry: Media

  •  

5 - 7 years

Posted 36 days ago

Overview

The Manager of Customer Communications and Experience provides leadership, focus and direction to a team of marketing professionals focused on these core functions:

Customer Communications – Development and management of communication plans for strategic company initiates and product changes or enhancements that are customer impacting. This includes identifying appropriate communications channels, developing tactical plans and providing creative direction to ensure timely and effective communications to existing customers.Customer Experience – Development and execution of customer experience strategy. This includes tracking, overseeing and optimizing all customer interactions. This also includes developing processes and ensuring appropriate customer communications to improve the customer experience, increase sales and improve the mix of products sold, increase customer loyalty.

Customer Loyalty – Development and implementation of customer nurturing programs to increase loyalty and longevity.

Sales Readiness – Ensuring that TDS sales channels are equipped to sell all applicable products and services. This includes:• Working with both product development and training teams to develop training materials for preparedness of critical product launches prior to actual launch.
• Responsibility for creating sales collateral and content needed by our sales channel which includes but is not limited to, brochures, presentations, promotional materials, reference tools and white papers.
• Assisting sales with the creation and management of the RFP process, including the development of a content repository to quicken the pace of RFP development.This role is required to maintain a thorough understanding of all TDS markets along with product availability and competitive threats. This role will work with all functional areas such as marketing, sales and product management to ensure effective sales and service delivery of our product lines, access market opportunities, and coach to sales concepts.

Benefits

As a part of your total compensation, #TDS provides a comprehensive, competitive benefit package. The benefit plans address both the immediate and long term needs that you and your family may have. For an overview of what we have to offer for full-time employees including vacation, health benefits and retirement options pleaseclick here.

Responsibilities

Essential Job Functions

  • Lead Customer Communications and Experience team by providing direction to ensure a positive customer experience through customer touchpoints, communications and loyalty programs
    • Set and communicate direction for the team
    • Develop goals for measuring success
    • Set team budgets, monitor and adjust as necessary
    • Prioritize and assign projects as necessary
  • Evaluate and assign gated projects to team to ensure timely and accurate customer communications; monitor project status. This includes identifying communication needs, developing tactical plans and providing creative direction.
  • Create sales collateral and content needed by our direct sales channels. Develop and maintain a robust collateral store and tool set for use in their day-to-day sales roles. This includes but is not limited to, brochures, presentations, promotional materials, reference tools and white papers. Regular audit and innovative update to existing sales materials and collateral to ensure all pieces are current and applicable is a pertinent component to this role.
  • RFP management, channel marketing, etc. Assists sales with the creation and management of the RFP process, including the development of a content repository to quicken the pace of RFP development.

Secondary Job Fuctions

  • Provide support to Field Marketing team to ensure consistency at a local level.

Supervisison

  • Describe the Frequency with which you receive guidance from your immediate supervisor (daily/weekly/monthly).

Due to the high level nature of most activities, interaction is at least weekly related to strategy and direction. Monthly on project-related issues.

  • List any jobs which report formally to your position.

TBD

  • List any jobs which you informally direct or coach.

Creative Services
Digital Operations
Marketing Information & Research

  • Explain the nature of the relationship of any activity described in “C” above.

    Client/vendor type relationship with creative services and digital operations by providing direction for design, copywriting and advertising development. Provide direction for marketing lists and reporting from Marketing Information & Research team.

Qualifications

Job Qualifications

• Bachelor’s degree (or higher) -OR- 4+ years professional work experience.
• 5+ years’ experience in Marketing.
• 3+ years’ competitive marketing experience in advertising, pricing, promotions, and vendor relations.

Other Qualifications

• Bachelor’s degree (or higher) in Marketing or Business Administration preferred.
• Ability to work within tight deadlines.
• Well-developed conceptual thinking skills including good intuition and the ability to make educated decisions based on customer needs.
• Ability to analyze sales and marketing initiatives for success, profitability, retention, and customer satisfaction.
• Successful experience in project management, product management and process administration.
• Working knowledge of marketing automation tools and CRM integration.
• Demonstrated experience collaborating across marketing, sales and technology teams.
• Outstanding written and verbal communication skills.
• Extensive customer interaction skills and experience.
• Strong Excel and Office Suite skills.
• Must have a genuine desire for customer satisfaction.