Digital Communications Manager

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Job Summary:

The Digital Communications Manager within the Program Support Team delivers value to internal and external customers by providing operational expertise and support to implement new products and services, optimize existing processes, and resolve customer issues. The team partners closely with Marketing to drive successful product launches, while ensuring operational efficiency and customer satisfaction. Additionally, the team fosters strategic partnerships with IT, Legal, Regulatory, Customer Care, Mass Operations, and external vendors to achieve business objectives across Residential, Small Business, Builder/Multi-Family, and Home Solar markets.

In this role, the Digital Communications Manager is accountable for email production and execution, HTML coding and troubleshooting, automation setup, and performing daily quality assurance reviews and deployments of e-communications. This individual will liaise with internal stakeholders and external clients to understand the requirements for each communication; participate in creative discussions; and execute e-communications with a high degree of accuracy. This role requires knowledge of email applications and the ability to work effectively in a fast-paced team environment. In this role, the Digital Communications Manager must possess the skills and expertise to address and resolve issues across multiple cross-functional groups effectively. This role also works closely with third-party vendors to deliver pertinent communications to our customers each day.

The Digital Communications Manager oversees and optimizes critical business operations, driving efficiency, quality, and customer satisfaction for commodity and non-commodity communications. This role involves leading and developing high-performing teams, implementing strategic initiatives, fostering cross-functional collaboration, and ensuring compliance with organizational goals. Successful candidates will possess strong leadership, analytical, and problem-solving skills, with a proven ability to achieve operational excellence and drive business growth.

Essential Duties/Responsibilities:

Team Management:

*Conducts performance evaluations and provides feedback.

*Develop and implement a departmental goal-setting framework.

*Develops and mentors email analysts for career growth.

*Develops and implements a departmental goal-setting framework to align with organizational objectives.

*Embodies and reinforces the company's values and culture through actions and behaviors.

*Identifies and addresses training needs.

*Leads and manages organizational change.

*Oversees and coordinates complex, nationwide (Texas, Canada, East) team operations.

*Oversees content development, automation set up, testing, and implementation.

*Reviews, screens interview and hires prospective employees.

*Implements new product strategies and roadmaps.

*Tracks team productivity and manage special projects.

*Collaborates with stakeholders to understand business needs and translate them into actionable product requirements.

*Provides the necessary resources, including budget, personnel, and tools, to the product owner.

*Tracks the progress of product development and ensures that milestones and deadlines are met.

*Addresses any conflicts or issues that arise within the team or with stakeholders.

*Conducts recurring 1:1s with team members to check statuses, provide support and coaching opportunities.

Process Improvement:

*Aligns process enhancements with overall business objectives.

*Analyzes end-to-end processes to identify bottlenecks and opportunities for efficiency improvements.

*Collaborates with IT and cross functional teams to prioritize and implement system improvements.

*Designs and implements innovative process solutions.

*Leads cross-functional teams in successfully executing small to medium-sized projects from inception to completion.

*Provides administrative support to team members.

*Responsible for decisions on the feasibility of proposed marketing initiatives and projects.

Quality Control:

*Conducts and approves internal control reviews ensuring compliance and enhancing efficiency and accuracy.

*Develops and implements key performance indicators (KPIs) to measure process health and effectiveness.

*Establishes and maintains quality standards for the team.

*Implements robust quality control systems such as reconciliation and audits to ensure process adherence.

Data Management:

*Creates and distributes actionable reports to inform decision-making.

*Manages, and maintains accurate budgets and forecasts.

*Develops robust data management processes for accurate reporting.

*Leverages data analytics to identify performance trends and improvement opportunities.

Customer Service and Vendor Management:

*Analyzes customer data to identify trends and implement improvements.

*Anticipates customer needs and enhances the customer experience.

*Builds and maintains strong relationships with internal and external stakeholders.

*Collaborates with cross-functional teams to deliver solutions and meet business requirements.

*Develops and executes customer service strategies aligned with business objectives.

*Manages and maintains vendor relationships.

*Resolves escalated customer issues efficiently.

*Sets and achieve customer satisfaction goals.

Minimum Requirements:

*An undergraduate degree from an accredited four-year college or university is required, with a focus on operations, computer science, or engineering.

*7-10+ years of professional experience in an Operations/IT/Project Management/Consulting role.

*1-3+ years of people management experience

*4-7 years in email development experience

*Proven track record of managing successful email campaigns.

*Familiarity with HTML/CSS for email

*Experience with Salesforce Marketing Cloud and email render tools (Litmus, Email on Acid)

*Desire for use of AI technologies

Preferred Qualifications:

*Experience leading cross-functional team projects from requirements to implementation.

*1-3+ years of people management experience.

*1-3+ vendor management experience.

*4-6 years of professional experience in the energy retail market.

Additional Knowledge, Skills, and Abilities:

*Acts as subject matter expert for areas of responsibility.

*Communicates timely performance and errors to management, including volume, trends, and root causes.

*Excellent communication skills, both written and verbal.

*Identifies and facilitate resolutions, projects, and project-related issues.

*Maintains business continuity plans.

*Monitors and review all Regulatory and compliance changes or updates for operational impact.

*Oversees and approves the user acceptance testing (UAT) process to ensure successful system implementation.

*Oversees process documentation development and maintenance.

*Proficient in Microsoft Office products (Teams Word, Excel, Visio, PowerPoint, Power BI) and MS Project.

*Proficient in Power Bi.

*Provide regular updates on areas of responsibility and assigned tasks.

*Proven ability to lead and motivate hybrid or remote teams.

*Submit a weekly progress report detailing team accomplishments and milestones.

*Embraces NRG values, live them, breathe them and encourage them as well as 1NRG.

Working Conditions:

*Hybrid working environment.

*Monday - Friday with standard office hours.

*Some overtime is required as special projects arise.

*Minimal travel when necessary.

Physical Requirements:

*Lifting, bending, sitting, reaching, and standing manual dexterity may be necessary.

*Position requires employee to work using a laptop/computer screen.

NRG Energy is committed to a drug and alcohol-free workplace. To the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post-accident and reasonable suspicion drug and alcohol testing. EOE AA M/F/Protected Veteran Status/Disability. Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.

EEO is the Law Poster (The poster can be found at http://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf)

Official description on file with Talent.