Sr. Mgr. Customer Exp. Communications

Profile

Comcast Business offers technology solutions ranging from Ethernet, internet, and WiFi connectivity to voice, television, and managed Enterprise solutions to power businesses of all sizes to perform better. From small businesses to mid-market and large Enterprise organizations, Comcast Business serves business customers across the country. Powered by an advanced, Gig-speed network and backed by 24/7 technical support, Comcast Business is one of the largest contributors to the growth of Comcast Cable. The organization is the nation's largest cable provider to small and mid-size businesses and has emerged as a force in the Enterprise market, recognized by leading industry associations as one of the fastest growing provider of Ethernet services.

Job Summary

Responsible for managing the development and implementation of service-based communications throughout the customer lifecycle and related campaigns / programs that seek to positively impact key customer satisfaction and digital adoption (self-service) metrics, as well as call volume deflection and key operational metrics. Executes customer experience communication strategies, campaigns, and programs. Partners closely with Marketing to deliver messaging consistent with company brand, including but not limited to onboarding and product messaging. Develops financial and operational objectives. Ensures operational plans are aligned with business objectives. Contributes to functional strategy development. Has a greater degree of impact on business results, and typically manages one or more groups of professional employees.

Job Description

Core Responsibilities

Works with area, division and corporate contacts within the Company to assure consistency of brand voice, messaging and outreach efforts.

Directs agencies and local resources to design targeted acquisition campaigns for diverse marketplace.

Collaborates with appropriate personnel to execute customer service-based strategies that inform and educate customers about issues and the Company' s new and existing products or services.

Partners with Marketing to develop onboarding and product education materials to ensure consistent branding across the customer lifecycle.

Consults with leadership team regarding strategy, content, design and production of all customer service-based materials and is responsible for ensuring accuracy of content before being communicated.

Provides leadership and direction to CX Communications personnel and develops and implements appropriate methods, practices and policies to guide work.

Serves as liaison with Public Relations, Legal and additional necessary parties to ensure project goals, timeline and budget parameters are maintained. Ensures key CX Communications programs are communicated both internally and externally.

Maintains CX Communications calendar and tracks associated expenses and accruals.

Develops and implements mechanisms for response analysis to determine ROI on selected campaigns and programs.

Consistent exercise of independent judgment and discretion in matters of significance.

Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.

Other duties and responsibilities as assigned.

Employees at all levels are expected to:

Understand our Operating Principles; make them the guidelines for how you do your job.

Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.

Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.

Win as a team - make big things happen by working together and being open to new ideas.

Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.

Drive results and growth.

Respect and promote inclusion & diversity.

Do what's right for each other, our customers, investors and our communities.

Disclaimer:

This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Comcast is an EOE/Veterans/Disabled/LGBT employer.

Education

Bachelor's Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Relevant Work Experience

7-10 Years

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality - to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary (https://jobs.comcast.com/life-at-comcast/benefits) on our careers site for more details.

Company info

Comcast
Website : http://corporate.comcast.com