Customer Communications Job Description
Customer communications
provides strategic direction and oversight for all marketing plans, including planning and implementation of strategic marketing communication using the CRM system.
Customer Communications Duties & Responsibilities
To write an effective customer communications job description, begin by listing detailed duties, responsibilities and expectations. We have included customer communications job description templates that you can modify and use.
Sample responsibilities for this position include:
Set and analyze social media and feedback metrics in comparison to current benchmark/goals
Collaboratively work with the Program Director (who is responsible for overall community management, inclusive product relationship oversight and program development and management) on the development of the Voice of the Customer program
On call to support Major Incident Committee to develop and execute real-time communication plans post-incident communications
Manage “on incident” communications within set time frames
Partners with senior management and other cross-functional groups to support key business objectives, long-term goals, and projects with strategic customer- and employee-centric communication programs and initiatives and content
Develops and executes strategic customer- and employee-centric communication programs and initiatives and related content
Manages knowledge and utility tool(s) employees use to perform their day-to-day jobs
Acts as a Change Management agent and ensures communication and knowledge management initiatives and programs are flawlessly implemented and executed
Meets communications operational standards by contributing information to strategic plans and reviews
Writes and edits myriad of strategic and tactical documents and communication pieces including Leadership Communication, Quick Reference How To' Guides, FAQs, Talking Points
Customer Communications Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Customer Communications
List any licenses or certifications required by the position: NICE, CCNA, NRX, MCSE, CCNP, PMP, V3, ITIL, CSM, LEAN
Education for Customer Communications
Typically a job would require a certain level of education.
Employers hiring for the customer communications job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Communications, Marketing, Business, Journalism, Public Relations, Education, English, Technical, MBA, Advertising
Skills for Customer Communications
Desired skills for customer communications include:
NMA
TEMS
TIRKS
WAFA-DI
WAFA-DO
INTAS
TNMS
INTAS and electronic switching systems
Marketing principles
CRM programme design and implementation
Desired experience for customer communications includes:
Maintains and updates Sharepoint for Team's quick and timely reference
Acts as co-lead custodian of all current and historic Team policy and procedure documents
Can demonstrate ability to present technical and challenging concepts in easy to understand ways
Can manage and edit communication messages and tailor as needed for various audiences
History of proven collaboration, facilitative skills and business partnerships
Excellent customer service orientation and problem-solving/negotiation skills
Customer Communications Examples
1
Customer Communications Job Description
Job Description Example
Our growing company is searching for experienced candidates for the position of customer communications. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer communications
- Manage multiple agency partners to enable the strategic vision for the industry, customers and shoppers
- Stewardship & alignment of strategic messaging and vision with senior leadership internally & externally through industry events
- Develop, coach, & inspire team and become an exporter of leadership talent
- Develops and implements marketing communications strategies, plans, programs and campaigns, including creative design and content development services, to support the company's and businesses’ strategies, goals and objectives and effectively represent the organization and its products, services, solutions and brands to internal and external audiences
- Applies marketing communications strategies that support the marketing goals of the business to create an impression, raise awareness and build preference among target audiences for the organization and its products, services, solutions and brands
- Recommends and provides creative direction in messaging, channel selection and marketing mix to reach target audiences through demand generation programs and activities
- Create and execute PR plans for business in the media
- Brand custodian - ensuring that adherence to all brand guidelines are followed by every employee in all internal and external pieces of communication and collateral – print, online, digital
- Maintain good media relations across the country
- Responsible for internal newsletter writing and designing
Qualifications for customer communications
- Seven to ten years business experience in PR, Marketing and Business Leadership
- Five to ten years experience in The Coca-Cola System preferred
- Experience engaging and influencing Senior Level Executives and Officers internally and externally
- Experience marketing leads with 15+ years of marketing experience in a fast-paced high-tech environment with a proven track record of delivering innovative, creative and integrated marketing communications plans
- Position based out of Palo Alto, CA
- Responsible for Marketing campaigns & event management
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Customer Communications Job Description
Job Description Example
Our innovative and growing company is hiring for a customer communications. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer communications
- Closely work with the ISS sales management to identify the right Marketing programs that will provide high quality leads to the sales teams
- Should be able to independently organize and execute customer roundtable events, Technology workshop sessions and seminars
- Involved in planning and execution of product launches and large annual customer summits
- Actively organize & handle Social Media & Digital Marketing campaigns
- Responsible for updating and monitoring of the India website
- Develops, tracks and reports on analytics associated with marketing activities including ROI
- Incorporate Social media elements into all Marketing campaigns and events
- Manages and aligns local, regional and global branding and messaging related to strategy
- Responsible for the complete functioning and managing Customer Care
- Responsible for SFDC
Qualifications for customer communications
- Create original content for Customer Care communications that can be used in media messaging, news releases, social media, fact sheets, and PG&E blog posts (www.pgecurrents.com)
- Partners with senior management and other cross-functional groups to support key business and operational objectives, long-term goals, and projects with strategic employee-centric operational communication programs and initiatives and content
- Develops and executes strategic employee-centric operational communication programs and initiatives and related content
- Writes and edits strategic and operational documents and communication pieces including Leadership Communication, Quick Reference How To' Guides, FAQs, Talking Points
- Additional responsibilities include briefings, content auditing, and validation ad-hoc written work under tight timelines
- Ability to solve, high impact problems related to schedules and work flows in a laboratory environment
3
Customer Communications Job Description
Job Description Example
Our company is growing rapidly and is hiring for a customer communications. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for customer communications
- Receive and resolve customer complaints and emergency situations, determine the correct route for resolution and escalate high level issues to the proper authority when necessary
- Provide ongoing communication to the customer with regard to status and actions of any work requested by the customer
- Input work orders into system and dispatch jobs to the proper person or department for resolution
- Identify and anticipate customer problems and determine level of urgency needed for customer satisfaction and timely completion of order
- Understand and be aware of products and services utilized by each customer the availability, limitations and skill set of the technician base
- Document all account activity, including labor hours, and provide documentation to management for inclusion in site book
- Update all system notes for customer status and satisfaction
- Collect all paperwork associated with jobs including work orders from technicians on a weekly basis
- Keep management informed of large, unusual or pressing jobs
- Ensure that technicians adhere to STI policy and procedures regarding time reporting and coding off jobs
Qualifications for customer communications
- Cross-train as Customer Service Rep to assist with MAC order placement
- Creating and driving a pro-active program of external relations initiatives including press conferences, media announcements, executive interviews, building tours, trade shows CeBIT, IFA ), thought leadership events, by-lined article placement
- Writing strategic easy to share content that influences stakeholders and generates excitement such as customer announcements, executive briefing materials, blog posts, photos, videos, GIFs, and social tiles
- 8+ years’ experience in Communications, or equivalent combination of education and experience
- Strong interpersonal skills and ability to manage across different work styles
- Knowledge of the insurance industry (preferred)
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Customer Communications Job Description
Job Description Example
Our innovative and growing company is looking to fill the role of customer communications. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for customer communications
- Align with the Customer Advocacy team on regional and national customer events
- Define key performance indicators and implements measurement and reporting metrics
- Responsible for the business strategy for CRM Retail Programs
- Develops analytic approach to shape future programs and measure results
- Directs agencies to deliver to program specifications
- Works very closely with Brands, Retail Planning, and Finance to develop programs to meet their business objectives and deliver business results
- Propose marketing and incentive budgets to achieve objectives
- Long-term timelines/planning
- Engage with clients as appropriate to answer questions, provide guidance, or direct to support resources
- Lead the setting of annual objectives in customer communications and key performance indicators, and provide performance monitoring
Qualifications for customer communications
- A passion for food
- BS degree in Marketing, Business or related field
- ITIL V3 certification preferred Unique/Additional Requirements
- Must have demonstrated excellent interpersonal and leadership skills and the ability to organize simultaneous tasks
- Must be able to obtain and retain an FAA-issued PIV badge (Mandatory)
- Self-reliant with the ability to operate as an effective strategic thinker be able to deliver tactically
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Customer Communications Job Description
Job Description Example
Our company is growing rapidly and is looking to fill the role of customer communications. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for customer communications
- Oversee the creation of advertising materials for the campaigns in cooperation with the agencies and providers, in both English and French
- Optimize the email marketing campaigns and exceed industry standards in terms of performance
- Lead the development of printed direct marketing campaigns
- Ensure brand consistency in all direct marketing points of contact
- Copy-edit and proofread process documents, and training materials, suggesting and defining overhauls if deemed necessary
- Customer Experience - Define the customer experience vision, strategies, and roadmaps to deliver a consistent, growth generating customer experience across North America with reapplication for international markets
- Digital Leadership - Serve as the Digital lead for the North America business with digital and IT, helping identify the customer journey, regional needs, and capabilities to deliver against the defined customer experience vision
- Innovation - Define and bring to market new, qualified, and proven solutions that demonstrate value for customers and partners
- Build Organizational Capability - Grow the capability of the organization by improving processes and approaches, and building organization knowledge in marketing
- Work closely with call center leadership to establish organizational messages and keep staff informed of developments
Qualifications for customer communications
- Results oriented attitude and ability to focus efforts of multiple stakeholders in order to increase engagement asset creation and distribution
- Creative specialist with keen eye for detail and experience of working with large ad agencies
- Team management and matrix management experience
- Direct development of insights from program results
- Leverage available CLM research budget as needed
- Share best practices among brands