Customer Communications Resume Samples
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Customer Communications Resume Samples
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NH
N Howe
Neal
Howe
4366 Lehner Knoll
Detroit
MI
+1 (555) 833 8381
4366 Lehner Knoll
Detroit
MI
Phone
p
+1 (555) 833 8381
Experience
Experience
Chicago, IL
Customer Communications
Chicago, IL
Wisozk, Hintz and Ernser
Chicago, IL
Customer Communications
- Develop strategies for growing adoption and engagement by users with an eye towards constant improvement
- Provide editorial feedback on communications in a professional and positive manner
- 15% Knowledge Management
- Adapt communications for efficacy and consistency in a multi-channel environment (including email, notification within our software application, and in our online Community)
- 70% Community Management and Moderation
- Create and maintain policies, guidelines, and training materials in support of community activities
- Lead strategy and design of resource centers; work with internal stakeholders on the best approaches for displaying and promoting their content to customers
Houston, TX
Customer Communications Manager
Houston, TX
O'Kon Group
Houston, TX
Customer Communications Manager
- Work with the wider Marketing team to develop and execute integrated one-to-many customer marketing campaigns, against SAS propositions
- Create, manage and deliver regular communications around SAS activity to SAS’ different customer audiences
- Manage email and in-app performance dashboards, socializing trends with Marketing and Customer Engagement leadership
- Create and execute customer-facing email (via tools such as Gainsight Co-Pilot and Marketo) and in-app messaging campaigns
- Align with the Customer Advocacy team on regional and national customer events. Work closely with events team on event planning, production, and logistics
- Makes recommendations and tracks progress against clear business outcomes (A)
- Manage the customer relationship with other internal stakeholders
present
Philadelphia, PA
Manager, Customer Communications
Philadelphia, PA
Smitham, Torp and Nader
present
Philadelphia, PA
Manager, Customer Communications
present
- Assists with maintaining and improving ongoing marketing programs, analyses, and reports
- Develops financial models in designing packaging and pricing to ensure competitive position in market
- Creates reporting to measure success of marketing programs
- Develops new ideas and communicates potential uses for analytics across the business
- Ensure the competence and continuity of qualified Marketing staff through optimum selection, training and development, appraisal, and motivation techniques
- Tracks and manages marketing expenses in order to ensure that they are within budget parameters
- Facilitate the development of reporting to effectively measure and analyze the results for all customer communications programs and use those results to optimize all programs on an ongoing basis
Education
Education
Bachelor’s Degree in Customer Service
Bachelor’s Degree in Customer Service
University of Arizona
Bachelor’s Degree in Customer Service
Skills
Skills
- Strong listening and monitoring skills
- Strong writing, editing, and communication skills
- Strong analytical and synthesis skills to identify trends and patterns in behavior
- Experience communicating with customers
- Experience working with cross-functional groups to achieve common goals
- Ability to succeed in a fast-paced, constantly changing environment
- Strong organizational skills, attention to detail, efficient time management skills and consistent follow-through
- Experience with html
- Superior project management capabilities; high attention to detail, ability to prioritize and to multi-task in a fast-paced environment, manage several projects simultaneously, meet deadlines, and communicate potential conflicts to manager
- Ability to work independently as well as part of an extended, cross-functional team
15 Customer Communications resume templates
Read our complete resume writing guides
1
Customer Communications VP Resume Examples & Samples
- Creative acumen – an experienced and strong eye for multi-channel creative execution (especially direct/digital), potentially having worked in an agency or marketing department
- Attention to detail – highly organized
- Strong communications skills – both written and spoken
- Proven stakeholder management expertise – including influencing stakeholders
- Brand focus – appreciation and passion for managing the brand as a strategic asset
- Production knowledge – detailed understanding of digital and print production techniques
2
IT Business Analyst With Customer Communications Experience Resume Examples & Samples
- BS/BA degree or equivalent combination of education/experience
- Junior to Senior level experience in a Business Analysis role. Subject matter expert in at least one area of Business Analysis
- Experience in the financial industry and with credit cards systems is highly preferred
- Required experience in Customer Communication products
- Possess strong collaborating and/or influencing skills
- Ability to manage multiple tasks and meet assigned deadlines
- Excellent written and verbal communication skills. Must be able to effectively communicate with management and employees across business units
3
Director, Customer Communications Management Resume Examples & Samples
- Consults with functional management in the analysis of short and long range business requirements and recommends innovations which anticipate the future impact of changing business requirements, hardware and software on the client area(s) applications and systems
- Assists business units in developing Integration Standards with CCM platform
- Delivers on overall strategy and framework
- Incorporates standards into Print Transformation templates & tools
- Manages end to end CCM platform and multiple vendor relationships
- Partners with IT vendors to influence product roadmaps to provide Prudential with competitive advantage using industry best practices and trend
- Supports integration points between business units and CCM platform (e.g.. Data Sources, output destination, platform security)
- Experience in client relationship management ensuring technology delivery and business alignment
- Proven project management skills to effectively prioritize, track and drive customer requirements and technical solutions
- Understanding of print and distribution, including familiarity with document composition tools such as HP Exstream and Thunderhead
- Understanding of tools for standardizing output such as Ricoh IPPD
- Bachelors or Master's Degree in Computer Science or related field is preferred
- 10+ years of experience in technology management
4
VP, Customer Communications Strategy Resume Examples & Samples
- Collaborate with other senior leaders in marketing, sales and other parts of the organization to create and help drive the overarching customer communications strategy
- Drive customer messaging throughout other parts of the organization to ensure consistency with overall strategy
- Collaborate with other marketing team members to understand behaviors and trends and lead team members to develop appropriate messaging to leverage these insights and drive positive behavioral change
- Prioritize and lead key customer communication initiatives, including those at the I&R level designed to identify and pursue opportunities to enhance customer loyalty
- Ensure customer messaging is continually refined to incorporate new products and services as they are developed,
- Represent marketing and/or Transamerica at internal and external meetings or conferences as needed
- A Bachelor’s degree is required, with English, communications or journalism major preferred. A Master’s degree is a plus
- Minimum of 10+ year’s financial industry marketing and/or communications experience. HR communications and benefits communication consulting experience are a plus
- Proven management and leadership experience is essential
- Advanced knowledge of financial services including defined contribution plans, IRAs, pension products, variable annuities and mutual funds
- Excellent written and verbal communication skills are required, along with proven communication planning, execution and measurement expertise
5
IT Business Analyst With Customer Communications & Collections Experience Resume Examples & Samples
- Strong technical solutions knowledge for collections, as statements, letters and embossing products for CRS Private Label Credit Cards
- Directly interfaces and manages relationships with internal and external cross-functional business and technical groups
- Ability to manage Business Analyst leads in multiple workstream functions
- Formulates and defines systems scope and objectives for aligned product projects through in-depth evaluation of complex business processes, systems and industry standards
- Consults with the business clients to determine system functional specifications and high level design
- Partners with multiple teams to ensure appropriate integration of functions to meet goals; identifies and defines necessary system enhancements to deploy new products and process enhancements
- Provides direction and technical leadership; acts as technical resource in all phases of the development process
- Considers the business implications; identifies and communicates risks and impacts; proposes risk mitigation options
- Evaluates new IT developments and evolving business requirements and recommends appropriate systems alternatives and/or enhancements to current systems
- Considers the business implications of the application of technology to the current business environment; identifies and communicates risks and impacts; proposes risk mitigation options
- Provides expertise in area and an advanced level of understanding of the principles of business analysis
- Proactively communicates and collaborates with external/internal customers to analyze information needs and functional requirements (FR) and to deliver robust artifacts as required by the project (e.g., work request, EO/ EI/2, Risk/Timeline Assessment, FR, Use Cases, High-Level Design (HLD), Systems Impact Analysis (SIA), Project Change Request (PCR) sizing, and so forth)
- Serves as a liaison between the business community and IT to illicit and document business requirements
- Junior to senior level experience in a Business Analysis (BA) role. Subject matter expert (SME) in at least one area of Business Analysis
- Experience in the financial industry and with private label credit cards systems is highly preferred
- Required experience with collections, statements, letters, and embossing products. It is a plus if experience and or knowledgeable of Customer Services such as Desktop and IVR products
- Demonstrated strong analytical skills
- Aptitude to team and work independently with minimal direction in a fast-paced, changing environment - excellent prioritization skills a must
- Ability to manage multiple tasks, projects and meet assigned deadlines
6
Customer Communications Learning Solutions Senior Manager Resume Examples & Samples
- Define product positioning, messaging and competitive differentiators for greenfield markets
- Lead, manage, and execute product launches, including go-to-market programs for product releases and select solutions or cross-platform initiatives
- Develop and deliver field training and sales enablement tools including: presentations, web conferencing session content, web site copy, case studies, collateral, and online demos
- Evangelize Blackboard’s LMS platforms at industry conferences and online forums as a presenter and education technology expert
- Provide industry updates to company on trends, competitive products and other factors that shape the industry and Blackboard’s LMS platforms
- Support North America Higher Education and Professional Education Sales teams
- 8-10 years of applicable B2B Marketing experience in the Education or Technology industry
- Minimum of Bachelor’s degree required
- Understanding of basic business to business Marketing
- Must be comfortable with researching, collecting, analyzing, synthesizing, and presenting data
- Analytically rigorous! Can apply pricing and financial analyses, competitive analyses, sales feedback, and customer measurements into actionable, viable campaigns
- A can-do attitude with passion and enthusiasm
- The ability to work and thrive in a fast-paced environment
- Organized and detail oriented; must be able to prioritize and juggle multiple projects/tasks at one time in a fast paced, entrepreneurial environment
- The ability to work independently, and execute on strategic objectives
- The ability to demonstrate creative decision-making and problem-solving
- Strong ability to engage, guide and work effectively with cross-functional teams and demonstrated ability to interact with senior leaders
- Proven communication skill both orally and written; ability to effectively communicate with both internal and external customers
- Must possess a strong work ethic; professional maturity and integrity a must
- Proficient in MS Word, Excel, and Power Point
- Fluency in written and spoken English are required, other languages a plus
- Marketing degree or Business degree highly preferred
- Interest and knowledge in technology
- Knowledge of/experience in using Blackboard products
7
Dir, Customer Communications Investments Resume Examples & Samples
- Take an active role in creating an environment of innovation, collaboration, transparency, accountability and trust
- Develop investor and annuity holder messaging, consistent with Marketing’s overall investment strategy
- Work with other parts of the organization to ensure consistency in approach, content and tone
- Participate in and help drive broader customer communication initiatives, including those at the I&R level designed to identify and pursue opportunities to enhance customer loyalty
- Help drive acquisition or development of tools and technologies that facilitate customer communication enhancements
- Develop and monitor key metrics around effectiveness of customer communication initiatives
- Manage and communicate value-creating solutions to complex issues regarding all facets of the overarching communications plan
- A Bachelor’s degree is required, with English, communications or journalism major preferred
- Minimum of 10+ year’s financial industry marketing and/or communications experience
- Ability to interact effectively with and lead all levels; to influence others; to negotiate and support policies and procedures where necessary; and to adapt to frequent change and stringent deadlines
- Strong leadership, relationship, management and presentation skills required
- A Master's Degree is a plus
- HR communications and benefits communication consulting experience are a plus
8
Customer Communications Specialist Resume Examples & Samples
- Bachelor's degree (B. A.) from four-year college or university; or 3 to 5 years related experience and/or training; or equivalent combination of education and experience
- Proven experience authoring and/or editing accurate customer correspondence using original or innovative techniques or style
- Demonstrated success analyzing and interpreting business requests and working independently to implement solutions by working with necessary parties
- Proven experience reading, analyzing, and interpreting the most complex documents and instructions that may be furnished in written, oral, diagram, or schedule form
- Demonstrated success solving problems in situations with a variety of variables where only limited standardization exists
- Proven experience effectively responding to the most sensitive inquiries or complaints
- Proven experience effectively partnering to drive process to a successful outcome
- Good working knowledge of life insurance products and services is desired
9
Manager, Customer Communications Resume Examples & Samples
- Oversee the customer lifecycle communications plan across Comcast's six West Division regions with an annualized budget of $12M
- Lead a team that executes customer communications plans in support of channel line-up changes, product enhancements, pricing changes and required legal notifications
- Comply with all legal parameters as it pertains to customer communications
- Maintain accurate budgets and forecasts for customer communications programs
- Be a change agent for optimizing existing programs with a customer centric lens thru partnership with key stakeholders within the organization
- Facilitate the development of reporting to effectively measure and analyze the results for all customer communications programs and use those results to optimize all programs on an ongoing basis
- Oversee and develop financial models in designing customer communications plans
- Oversee Comcast's statement marketing program
- Ensure the competence and continuity of qualified Marketing staff through optimum selection, training and development, appraisal, and motivation techniques
- Tracks and manages marketing expenses in order to ensure that they are within budget parameters
- Manages local promotions and event marketing; coordinates with direct sales staff
- Translates business needs into analysis designs providing insight, knowledge, and understanding of customers, products, and industries
- Develops and maintains demographic and other market data as needed in order to support marketing goals
- Gathers and communicates marketing campaign information and subscriber feedback in order to promote a common understanding of marketing campaigns, changes, and issues
- Analyzes subscriber numbers and packages and revenue to determine performance compared to budget
- Develops financial models in designing packaging and pricing to ensure competitive position in market
- Creates reporting to measure success of marketing programs
- Assists with maintaining and improving ongoing marketing programs, analyses, and reports
- Develops new ideas and communicates potential uses for analytics across the business
10
Evening Customer Communications Junior Associate Resume Examples & Samples
- Becomes an expert in customer communication
- Must be able to work evenings (2-11pm)
- Flexible schedule including weekend and holiday coverage
11
Customer Communications Manager France & Benelux Resume Examples & Samples
- Coordination and management of various customer communication tools across the market structure in France, Monaco, Luxembourg, Belgium & the Netherlands
- Reporting and tracking of key indicators
- Development and management of the customer communication plan across multiple channels
- Ensure the brand equity is protected and respectfully represented through communications activities
- Execute and deliver campaigns via email, postal mailing and SMS on Dutch & French
- Ensure the development and provision of visuals for
- E-commerce site (banners, products, etc.)
- Social networks (Facebook, Instagram, etc.)
- The campaigns of external communication (flyers, catalogues, product sheets, etc.)
- To collect, compare and synthesise market information and competition and propose action plans
- Manage the reporting related to communication campaigns
- Collaborate with key stakeholders and teams both in the market structure and at International & EMEA Zone Participate other tasks as needed
12
Product Manager, Customer Communications Resume Examples & Samples
- Own the product roadmap around Fareportal’s go-to-market strategies, strategic positioning, and product updates for our core communications products
- Become an expert on up-and-coming technologies that create new opportunities for communications
- Develop a product roadmap and work with designers and engineers to define, prioritize, and deliver core products
- Propose and/or design technical solutions, which include mock-ups and documented work flows
- Provide proactive support to internal partners building applications that need to utilize your communications infrastructure
- Create customer and business Key Performance Indicators that you will use to drive priorities and communicate results
- Write clear user stories/requirements that articulate desired product functionality
13
Marketing Manager Customer Communications Resume Examples & Samples
- Responsible for planning customer communications and full delivery and execution across email, DM, SMS etc
- Delivering a variety of communications to the existing broadband customer base that improve customer experience across Sky’s broadband product and services
- Manage multiple stakeholders’ expectations including, but not limited to, product, proposition and commercial
- Manage multiple projects and deliver to sometimes tight deadlines being responsive to changes in business requirements
- Represent Broadband and Talk in working groups for in-life engagement communications
- Manage agency briefing, reviewing and providing feedback on copy language and tone of voice
- Manage communications with varying objectives across retention, sales and service
- Able to project manage multiple priorities
- Strong creative skills and ability to manage creative development process with agencies
- Entrepreneurial spirit; ambitious, self-starter who is able to effectively navigate an ambiguous environment where plans/projects change at short notice
- Flexible attitude
- Real team player with solid communication skills
14
Customer Communications Manager Resume Examples & Samples
- Building and implementing customer communication plans, including mailing design
- Driving and developing new, and improving existing, communication channels and strategies in both direct customer contact - such as the development, creation and implementation of email, SMS and other channel capabilities - and literature - including the development of paperless solutions and print reduction
- Acting as a Subject Matter Expert for all customer communications: planning, scheduling, design, copywriting, data and supplier choice
- Providing support to the team in delivery of communications where required at times of peak demand
15
Customer Communications Manager Resume Examples & Samples
- Prepare emails, presentations and operational materials for the CEO
- Manage and conduct research as needed (create PowerPoint presentations, pull data, analyze results)
- Develop and implement growth and expansion strategies for accounts
- Superior writing, communication and client management skills
- Excellent time management, organizational, problem solving, analytical skills, multi-tasking and attention to detail
- Advanced with Microsoft Office (PPT, Word, Excel) including skills for the formatting and creative visual display of information
16
Customer Communications Mgr Resume Examples & Samples
- Lead PSL and Hub connectivity activities including maintenance of contact list & assignments, advisory boards, on-going educational and Q&A sessions
- On-boarding for all new PSL team members related to roles & responsibilities with hub services
- PSL escalations management with Client Lead including management of necessary follow up, resolution trending and change management as appropriate
- Manage all program communication including approval and version control
- Manage project plan for updates to correspondence and communication activities
- Participate in cross functional and National Sales meetings with the customer to insure alignment on brand initiatives, updates on service offerings, communications to patients and providers, etc
- Integrate marketing and brand strategies into overall Hub Services and PSL education and communication for overall consistent patient and provider experience
- Overall account management and customer relationship management
- Thorough understanding of managing marketing communications and corporate communications
- Previous professional writing skills for educational materials, press releases, newsletters, web content updates, WebEx presentations and/or other communication channels
- Excellent organizational, execution and project management capabilities with keen attention to detail and sense of big picture
- Proficient at managing multiple priorities while focusing on delivering key projects with tight and competing deadlines
- Ability to work in a collaborative team environment and build strong relationships with both internal and external customers
- Strong problem solving and creative-thinking skills
- Intermediate to advanced experience with Microsoft Office applications (including PowerPoint) and other communications tools
17
Specialist, Customer Communications Resume Examples & Samples
- A minimum of a BA/BS required, preferably in English, Mass Communications or Advertising
- At least three to four years of communications or copywriting experience
- Knowledge of AP style
- Excellent analytical and verbal/written communication skills
- Able to work independently and as part of a team
- Strong internal and external customer focus
- Strong project-management skills; extremely well-organized and detail-oriented; able to work on multiple tasks simultaneously under tight deadlines
18
Fido, Customer Communications Brand Manager Resume Examples & Samples
- Lead the development and deployment of Fido customer base marketing programs using an embedded cross functional approach. The candidate is the lead for Brand and brings the right parties to the table: CBM, Marketing, DBM, Customer experience, Call center, Legal, Agencies, etc. to develop and deploy the right solutions to the right customer
- Apply a 360 campaign method from strategic development, to briefing, to production to market, to full campaign results reporting and interpretation
- Align communications plans against brand and marketing objectives, business alignment, and budget
- Lead creative briefing to agencies (DM & digital). Develop and negotiate timelines and budgets
- Lead project workflows, sign-offs, production requirements, media and channel planning in parallel to all appropriate tasks with internal and external partners
- Act as a key contact with internal and external partners to make sure deliverables are on target
- Supervise and communicate project status with all involved stakeholders; foresee and realign priorities when necessary
- Apply and reinforce Fido campaign management process in every campaign (including print, email, digital, Fido.ca and budget estimate process)
- Ensure tasks are executed on time. Monitor and ensure campaign timeline compliance as per process
- Ensure content/offer accuracy by coordinating approvals with internal and external partners
- Act as a Brand guardian to all communication executions
- Accountable for flawless executions by maintaining strict compliance of the Fido Branding guidelines
- Implement digital best practice in electronic communications channels: emails, targeted online, SMS, MMS, etc
- Develop and maintain efficient relationships with internal and external partners
- Manage campaigns on budget while foreseeing cost efficiencies - negotiate with partners
- Bachelor’s degree in communications or equivalent
- Experience in leading development teams, specifically from a Brand point of view
- 4-6 years customer relationship management & marketing communications
- Experience in working with customer relationship management agencies
- Advance knowledge of digital marketing and best practices including email marketing, programmatic, apps
- Experience managing CRM-centric brands
- Strong organization and implementation skills
- Ability to manage multiple tasks at a time & to work under tight deadlines
- Ability to manage cross-functional projects
- Has a natural flair for strategic and industry leading communications techniques
- Strong communications and persuasion skills (written and oral)
- Thrives in fast moving environment
- Team player and demonstrates strong interpersonal skills
- Independent, able to lead projects from a-z with limited supervision
- Demonstrates good customer service skills
- Knowledge of telecommunications an asset
19
Customer Communications Manager Resume Examples & Samples
- Lead and own the marketing effort designed to support customer retention
- Work with the wider Marketing team to develop and execute integrated one-to-many customer marketing campaigns, against SAS propositions
- Managing the campaign process from end-to-end, which will include planning, executing and reporting in the SAS Marketing systems
- Define the appropriate marketing channels, elements, and strategies associated with marketing goals of the campaign
- Create, manage and deliver regular communications around SAS activity to SAS’ different customer audiences
- Works with Sales and Marketing functions to create a customer reference programme; references to be used internally and externally. Managing the process from end-to-end, which will include the writing/editing of customer case studies
- Proactive and reactive management of customer-to-customer reference requests, promotes and positions referencing opportunities to new and existing customers and manages the process from end-to-end
- Align with the Customer Advocacy team on regional and national customer events. Work closely with events team on event planning, production, and logistics
- Own and manage regular customer events including large-scale events such as SAS Forum UK. Act as the overall project manager working closely with the events team on event planning, production, and logistics
- Own and manage, alongside key stakeholder, the annual SAS customer satisfaction surveys
- Write and edit external communications to target SAS customers. Integrating both new and traditional media approaches to stay current with communication trends and target audiences
- Work as a key liaison to multiple organisations across SAS (global marketing teams, customer loyalty team, business advisory team.)
- Define key performance indicators and implements measurement and reporting metrics. Also responsible for reporting against agreed measurement back to Head of Content and Communications and Marketing management
- Communicates campaign results, evaluates overall success, and return on investment
- Customer marketing experience required
- Strong verbal and written communication
- Excellent editorial skills and proven experience in writing and editing for external customer references and customer content such as newsletters
- Self-reliant with the ability to operate as an effective strategic thinker as well as be able to deliver tactically
- Results oriented attitude and ability to focus efforts of multiple stakeholders in order to increase engagement as well as asset creation and distribution
- Ability to multitask, handle detail, be organised and work with minimal guidance
20
Customer Communications Tech Resume Examples & Samples
- Knowledge of specific databases and systems is a plus such as WAFA-C, WAFA-DO, WAFA-DI, TIRKS, NMA, TEMS, INTAS , TNMS, INFINERA and electronic switching systems
- Prefer experience with Titan 5500, Dacs IV, Cisco and Fujitsu equipment
- Customer service skills are a must as you will be working with internal customers such as Central Office technicians, field technicians, engineering, and Load Specialists. Customer Communication Technicians also have contact with our CLEC customers
21
Customer Communications Specialist Resume Examples & Samples
- Partner with Wholesalers, Industrial and Food Service business units to be the Subject Matter Expert (SME) and maintain the highest level of communication to customer
- Order Management – ensuring orders received through EDI, OCR, Email or Fax are delivered to the customer with correct pricing and lead time
- Maintaining customer Masterfile, product and item code data in SAP
- Responsible for identifying, tracking root cause of failures and suggesting strategies for their resolution
- Recommend and support continuous improvement projects within the supply chain
22
Customer Communications Manager Resume Examples & Samples
- Build, maintain and develop successful relationships with all stakeholders on the contract
- Develop an understanding of the needs of these different stakeholders and develop communications tools and activities to help address their needs
- Define, deliver and maintain a consistent and high quality approach to all communications across the contract
- Develop and implement effective and efficient internal communication processes
- Develop contract specific internal communications campaigns to support the needs of the senior management team
- Champion and facilitate wider Group internal communication campaigns within your contract
- Support HR in internal engagement activities and employee satisfaction
- Devise and deliver effective communications to promote the company, the client, the supply chain and wider stakeholders to the public, to ensure and enhance appreciation of the service being provided
- Use effective communications to improve all aspects of customer engagement and satisfaction
- Manage all customer engagement activities including customer service, complaint handling and awareness campaigns
- Monitor, measure and evaluate communications activity to be able to report on its impact and success and to inform any evolution of approach and delivery
- Excellent customer service/communications experience and skill
- Excellent communication skills; oral and written communication
- Effective project management skills, managing successful delivery of multiple projects for multiple stakeholders on time and within budget
- Experience of managing diverse groups of stakeholders ranging from members of the public to senior business leaders, desirable – experience with specialist stakeholder groups like the media, MPs, local councils and emergency services
- Knowledge of the breadth of communications tools that can be used to influence stakeholders, desirable – an understanding of digital channels and tools
- Demonstrable experience of creating and using communications tools to influence stakeholders
- Excellent attention to detail, focus on accuracy and clarity in all communication
- Lateral thinking, identifying solutions to problems and maximising opportunities to increase awareness
- Highly computer literate in Microsoft packages, desirable – graphic design software expertise
- A working understanding of social media, desirable – experience of using social media in the channel mix to influence customers
23
Customer Communications Resume Examples & Samples
- 70% Community Management and Moderation
- Be the face of athenahealth within our customer community; learn about client pain points, identify themes and trends for the team to address
- Moderate client discussions to ensure users are complying with site Terms and Conditions
- Engage with clients as appropriate to answer questions, provide guidance, or direct to support resources. Coordinate with internal teams to research and resolve issues
- Contribute to strategies for growing adoption and engagement among users
- Lead overall management and evolution of the Community and all its entities as a customer support and collaboration channel
- Create and maintain policies, guidelines, and training materials in support of community activities
- Moderate client discussions and coordinate with internal teams to highlight issues and respond to clients to ensure a constructive community environment
- Lead strategy and design of resource centers; work with internal stakeholders on the best approaches for displaying and promoting their content to customers
- Continuously explore and experiment with opportunities to expand utilization and use cases of the site
- Develop strategies for growing adoption and engagement by users with an eye towards constant improvement
- Manage the vendor relationship, access to internal teams and clients, and coordinate with technical teams on upgrades and other technology support needed
- 15% Knowledge Management
- Review and track document submission requests for from internal teams
- Review document submissions for brand, tone, and clarity
- Coordinate with internal teams as necessary to ensure documents are up-to-date and relevant
- Reach out to internal teams for document updates in a timely manner
- 15% Copywriting
- Write and edit customer communications to inform or drive action
- Adapt communications for efficacy and consistency in a multi-channel environment (including email, notification within our software application, and in our online Community)
- Ensure consistency in style and tone across communications, working within our guidelines
- Provide editorial feedback on communications in a professional and positive manner
- Maintain a working understanding of athenahealth’s services and the customer experience
- 1-2 years of experience (Community Management experience preferred)
- Jive or Salesforce platform experience preferred
- Strong writing, editing, and communication skills
- Strong analytical and synthesis skills to identify trends and patterns in behavior
- Experience communicating with customers
- Experience with html a plus
- Sense of humor required
- Ability to be an effective team member and display initiative and flexibility in meeting business demands in a fast paced, ever-changing industry and organizational environment
- Demonstrate a high degree of customer service and relationship building abilities
- Ability to understand complex processes, identify inefficiencies and redesign to drive optimization
- Quantitative skills and an understanding of analytics in support of projects and daily activities
- Confident presenter to all audiences
24
Customer Communications Specialist Resume Examples & Samples
- Interface with key internal stakeholders and external suppliers to create and deliver exceptional customer outcomes
- Develop excellent customer communications based on strategic, commercial and competitive environment and prioritise work across a number of initiatives on an ongoing basis, driving clarity and agreement of the road map for change
- Present updates on achievements, risks and issues to stakeholders and ensure the customer is always at the heart of each decision made
- Influence and manage stakeholder relationships to drive and measure strategic and operational change across the Business that is compliant and customer centric
- Manage and report project spend across relevant business case driven change
- Exceptional leader of self skills with the ability to influence and prioritise change
- Preferably experience of working in a regulated business
- Experience of designing, creating and delivering best in class customer communications
- Experience of communications technology platforms and industry leaders
25
NCT Customer Communications Manager Resume Examples & Samples
- Review current annual communications plan and previous individual communications/ documents and update as required
- Set strategic direction for future planned communications and documents
- Define the strategy for reactive media interest and communications
- Plan, edit and write content for regular e-newsletters and other communications with Marker community
- Ensure organisational initiatives and projects are successfully communicated to stakeholders
- Copy-edit and proofread process documents, and training materials, suggesting and defining overhauls if deemed necessary. Contributing to the creation of these documents when familiar with the qualification
- Respond to reactive media queries to ensure the professionalism of the NCT qualification and process are upheld
- Handle the internal communication response to crisis situations which could affect organisational perception and reputation
- Deliver reactive communications to individual marker queries, planning supporting pro-active communications to wider community if necessary
- Engage with the marker community to determine the effectiveness of our stakeholder experience to help refine strategy if necessary
- Upskill wider team in communications and embed editorial style guide, either through presentation or written training material
- 2+ years’ experience in a Communications role
- Strong written and editorial skills
- Skilled at delivering creative campaigns that resonate with a diverse field-based team
- Excellent verbal communication and interpersonal skills
- Experienced in planned and reactive communications and reactive media interest, and can effortlessly switch between the two
- Good grasp of technical writing
- Experienced user of CMS
- Ability to quickly learn company-specific software
- Displays solid judgement and confident decision maker
- Used to working at pace
- Confidence in dealing with stakeholders at all levels
- Excellent organisational skills with the ability to work to strict deadlines
- Self-motivated and enthusiastic
- Good understanding of the UK education sector
- Experience of operating at a senior (decision maker) level
- Experience in proactive media interaction
- Black book of educational journalists
26
Customer Communications Manager Resume Examples & Samples
- To contribute to Customer Communications Mailbox reviews, invoice management and processing, and communications team initiatives
- 4+ years of experience in a major corporation, preferably a credit card bank, supporting marketing and the brand / customer communications strategy or at a marketing/creative agency
- Creative acumen – an experienced and strong eye for multi-channel creative execution (especially direct/digital), potentially having worked in an agency
- Competitive positioning – breadth of competitive awareness and understanding which drives significantly differentiated communications
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Summer Intern Marketing Customer Communications Resume Examples & Samples
- Assist with execution of communications tactics such as automated calls and direct mail
- Maintain rate and packaging data matrix, and assist with order entry
- Assist all members of assigned department with daily operations and special projects
- Sales/Marketing
- Business Management
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Customer Communications Specialist Resume Examples & Samples
- Serve as a writer, editor and manager for the content of customer-based communications. This includes collaborative work supporting the development of related messaging for internal and public audiences
- Content Management and Quality Inspections
- Edit the work of others and provide guidance and direction on style and content
- Maintain a current view of the customer communications experiences
- Maintain process to ensure all colleagues understand how to reinforce communication with their customers
- Enhance cross-organizational customer communication programs for efficiency, effectiveness and consistency, including proposal of alternative approaches to increase customer satisfaction
- Assist in the alignment of customer communications activities with internal, public relations, marketing and community relations activities for maximum effectiveness and resource allocation
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Senior Operations Consultant Customer Communications Resume Examples & Samples
- B.A. or B.S. in a relevant field or equivalent experience
- Experience with project management and process improvement
- Demonstrated ability to facilitate cross-functional meetings
- Business knowledge of at least one of the areas in Consumer Banking
- Demonstrated strong written and verbal communication skills and the ability to communicate complex written information in a clear, concise manner
- Experience building relationships with partners to understand business and communication needs
- Strong time management skills to ensure competing deadlines and priorities are successfully achieved
- Proficiency in MS Word, Excel, PowerPoint and SharePoint
- Ability to remain flexible and adjust to evolving business needs
- Experience developing, writing or drafting customer communications to meet business requirements
- Experience presenting to executive leadership
- Experience running a governance routine
- Strong content development abilities including grammar and punctuation skills
- Demonstrated ability to improve the customer experience
- Understanding of the merge field and data programming process for letter templates
- Understanding of Bank of America Brand Guidelines
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Director of Customer Communications & Business Operations Resume Examples & Samples
- Strong and proven leadership of direct reports and the ability manage governance and oversight to lead large cross functional teams
- A leadership style that builds on a partnership approach and can control the noise of the organization and break down silos through strong relationships
- Internal creative and content strategy, editorial plans, storytelling and information for internal channels in conjunction with senior executives
- External creative and content strategy, copy, design to effectively convey messages to our customers
- Creatively conceive and lead communication programs and content strategy across multiple channels: intranet/online, social media, multimedia, video, print, newsletter, conferences,
- Provide strategic counsel to senior executives and develop messaging and internal presentations for company updates, key initiatives, industry issues and other topics
- Manage partnerships with project teams, lead communications for key corporate initiatives such as acquisitions, transformation programs, national marketing campaigns, etc
- Work collaboratively with peers and delegate responsibilities to a cross functional team; ability to manage across internal business units and large cross functional teams
- Partner with Wireline Network Operations, Marketing, Digital & Strategic Sales and IT to identify, leverage and integrate technology with the effectiveness and timeliness of internal communications
- Research industry trends (e.g., through networking, benchmarking, industry publications) to identify new methods for message delivery
- Establish and track metrics that help correlate communications to understand customer behavior
- Own process from inception through execution and analysis
- Exceptional writing and communication skills
- Digital exposure and experience and the ability to position communications in that direction
- Experience in governance and oversight to lead large cross functional teams
- Innovation, design and transformation experience
- Manage deadlines and quickly adapt and re-prioritize to deliver results
- Maintain highest level of confidentiality
- Master’s Degree in English, Journalism, Communications or other related field
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Customer Communications Manager Resume Examples & Samples
- Create and execute customer-facing email (via tools such as Gainsight Co-Pilot and Marketo) and in-app messaging campaigns
- Build HTML templates in multiple ESPs, as well as maintain and edit existing templates
- Own template QA, testing, and execution, maintaining a high bar for quality control
- Optimize campaign performance through continuous A/B and multivariate testing
- Manage email and in-app performance dashboards, socializing trends with Marketing and Customer Engagement leadership
- Function as a valued thought partner to Customer Engagement leadership, providing ongoing insight into what content most resonates with Box users
- Cultivate a deep knowledge of customer segmentation criteria, incl. Box product activity and CRM characteristics
- Extreme detail obsession
- Demonstrated ability to manage multiple stakeholders across teams
- Ability to code HTML and CSS preferred
- Prior marketing automation experience (list pulls, program management, reporting) preferred
- 4 year college degree
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Customer Communications Manager Resume Examples & Samples
- Detail Oriented: You have experience working with high standards under tight deadlines
- Creative Communicator:You’re creative and thrive on finding new ways to communicate complex concepts simply using friendly language and graphics. You have exemplary writing ability, exceptional initiative, and a talent for collaboration
- Ability to be a strategist and a tactician: You can put together the big picture pitch and work the details to ensure successful execution
- Thought leadership: you embrace being seen as the customer communications expert and are comfortable providing direction and counsel on best practices to team members at all levels within the organization
- Create and execute internal and external communications strategies across many parts of the company in partnership with cross functional teams and subject matter experts, focusing on opportunities to grow or protect the value of the base using internal data (e.g. customer segmentation) and external data (e.g. market trends)
- Lead a team of one or more direct reports
- Creative writing and editing of communications - formulate a clear point of view on complex issues from potentially incongruous facts and individual perspectives and create a concise and well-written narrative to express it
- Successfully manage "issues of the day" by triaging, developing strategies, getting relevant stakeholders aligned on a path forward, and then executing – quickly
- Develop and manage intake, routing, and approval processes that balance pressing business needs with input from a variety of groups across the business
- Exercise sound judgment, particularly in narrow timeframes
- Act as the business owner for customer communications as part of cross-functional IT project groups including creation of requirements, user acceptance testing, go to marketing planning, and deployments
- Oversee daily hands-on execution of email marketing programs in support of company objectives. This includes ownership of the setup, maintenance, and review of recurring and triggered email campaigns, maintaining a current understanding of email marketing best practices and applying them to the execution of our email campaigns
- Create content for e–mail, print, SMS text, social media, community forums, web, self-help tools, and IVR messaging in support of an engagement plan
- Familiarity with technical tools, platforms, and methods used to manage customer communications (examples: ExactTarget, Marketo, HTML coding, reporting for variables in content, etc.)
- Constantly improve email features and capabilities including targeting, personalization, database segmentation, APIs and email templates.+
- Develop and present compelling business cases
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Customer Communications Tech Resume Examples & Samples
- Knowledge of specific databases and systems is a plus such as WAFA-C, WAFA-DO, WAFA-DI, TIRKS, NMA, TEMS, INTAS , TNMS, INFINERA, and Electronic Switching Systems
- Must have minimum of 12 months working with Digital Cross Connects
- Experience with Titan 5500, Dacs IV, Cisco and Fujitsu equipment
- 12 months experience working with Unbundled Circuits, Hi Cap (T1- to OC 192 systems) Dark Fiber, IPG, ISDN, and DSO circuits
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Customer Communications Tech Resume Examples & Samples
- Knowledge of specific databases and systems is a plus such as WAFA-C, WAFA-DO, WAFA-DI, TIRKS, NMA, TEMS, INTAS ,TNMS, INFINERA and Electronic Switching Systems
- Experience with HDSL including SNR/PA Knowledge
- Customer service skills are a must as you will be working with internal customers such as Central Office Technicians, Field Technicians, Engineering, and Load Specialists
- Customer Communication Technicians also have contact with our CLEC customers
- Prefer 12 months experience working with Unbundled Circuits, Hi Cap (T1- to OC 192 systems) Dark Fiber, IPG, ISDN, and DSO Circuits
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Senior Mgr Customer Communications Cntr Resume Examples & Samples
- Provide leadership and supervision to Customer Communications Center in all three center locations (Wilkes-Barre, Reading, CPG)
- Plan for the effective operation of the virtual call center in order to achieve department goals including Grade of Service and customer satisfaction performance targets
- Develop, execute and analyze research studies including JD Power Customer Satisfaction Studies as needed to generate insights that provide strategic direction to support customer satisfaction, Customer Communications Center personnel satisfaction and center effectiveness
- Maintain adherence to company policy and PUC regulations. Work closely with training department to ensure that proper training needs of Customer Communications Center reps are scheduled and implemented. Coordinate Customer Communications Center off phone functions, and communicate with area personnel
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Customer Communications Manager Resume Examples & Samples
- Asks ‘why’ and listens closely to customer and employee feedback to identify root causes (E)
- Spends productive time directly with customers and front line employees in order to speak with authority about the customer experience (E)
- Acts strategically to identify and improve key drivers of customer satisfaction (E)
- Proactively shares actionable insights, not simple data (E,A)
- Makes recommendations and tracks progress against clear business outcomes (A)
- Is highly visible in inspiring and influencing others to care about customers and bring client-centric thinking into decision-making at all levels of our businesses and functions (A)
- Works constructively in partnership with a broad range of colleagues outside of RBWM to transform how they positively impact our customers (A)
- Provides service that exceeds our internal and external customers’ expectations (E,A)
- Excellent communication skills, particularly written
- Strong project management / change management
- Attitude of continual improvement and openness to change
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Customer Communications Manager Resume Examples & Samples
- Write customer communication for VIP and at-risk customers
- Research and analyze account needs
- Prepare Powerpoint presentations for VIP customer meetings
- Manage the customer relationship with other internal stakeholders
- Follow up with each customer in a timely mannerRefer to a Friend
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Director, Customer Communications Resume Examples & Samples
- Lead and direct team in the development of customer communications and product deployment communications strategies
- Works with key stakeholders to understand programs and impacts to customers, as well as, assessment of impacts to company. Design and execute customer touchpoints, keeping customer experience a focus
- Ability to gather crossfunctional, cross departmental buy-in for programs
- Ability to manage at all levels of the organization. Presentation to key senior executives as appropriate
- Own relationships with external vendors
- Oversite of processes and inventory control
- Maintain company compliance policies related to communications process and material
- Thorough research skills with ability to gather data to support and reach sound conclusions
- Develop talent and skillsets of team members
- Responsible for managing the budget, expense tracking and accrual process
- Ability to communicate with all levels of management and company personnel as well as in public forums
- Ability to perform business negotiations
- Ability to communicate orally and in writing in a clear and straightforward manner
- Ability to handle multiple projects and tasks
- Ability to simultaneously manage several projects
- Ability to use personal computer and software applications (i.e. word processing, spreadsheet, etc)
- Ability to lead large, cross-functional teams in order to achieve business goals and results
- Proficiency with Word, Excel, PowerPoint and database management
- Requires strategic thinking, deep analytical, and executive presentation/ communication skills
- Good organizational and office management skills
- Excellent cognitive and communication skills
- Strong business sense and sense of urgency to achieve business results
- Consumer Product management 5-7
- Related industry experience 5-7
- Cable, Internet, and/or Web 2.0 industry experience required
- Extensive Product Management, material P&L accountability,
- And/or Corporate Strategy experience required
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Customer Communications Tech Resume Examples & Samples
- Knowledge of and experience with Sonet technologies
- Knowledge of and experience in Carrier Ethernet
- Knowledge of and experience with Dense Wave Division Multiplexing systems
- Knowledge of and experience with TDM systems
- Excellent administrative and record keeping abilities
- Computer literacy, multi-tasking and strong verbal & written communications skills
- Knowledge of and experience working with Designed Services products
- Knowledge and experience with WFA
- Knowledge and experience with OTTO
- Knowledge and experience working with TIRKS designs
- Knowledge and experience working with NMA
- Knowledge and experience with TEMS
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Customer Communications Tech Resume Examples & Samples
- Utilizes and interprets documentation and methods and procedures to solve problems
- Utilizes process flow to analyze and manage work efforts
- Manages and coordinates work efforts by interfacing with several work groups, both internal and external. Escalates when necessary to resolve problems or delays
- Utilize CLLI (Common Language Location Identification), CLCI (Common Language Circuit Identification), CLEI (Common Language Equipment Identification), and CLFI (Common Language Facility Identification) codes to determine assignments
- Proficient in SONET & Ethernet technologies and able to analyze word documents and associated equipment (i.e. ROADM, Netvanta, Infinera, etc.) to provision
- Issues work requests and initiates dispatch to field and/or Central Office when physical work/installation is required
- Interface with customers to keep them informed of status of service and to confirm proper service has been provided
- This is a technical job requiring attention to detail while multitasking in several systems at once
- Experience in specific databases and systems is a plus such as WAFA-C, WAFA-DO, WAFA-DI, TIRKS, NMA, TEMS, INTAS, MILC, Omnivue, Armor
- Experience with ROADM device such as Fujitsu, Coriant, Ciena
- Knowledge in system hierarchy and associated requirements
- Experience with switched ethernet products including layer 2 activation
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Customer Communications Management Architect Resume Examples & Samples
- Provide thought leadership through planning and architecting large scale cross-project print solutions, modernizing and simplifying our Document environment and enabling future document composition and distribution strategies
- Develop, maintain, and promote strategies that ensure our Documentation and Content Management solutions align to our long term business capabilities
- Develop, maintain, and promote principles, standards and guidelines that define best practices in the documentation domain and guide documentation architecture and design decisions
- Participate in research, evaluation, and proof of concept for new products, technology, and packaged applications that impact our documentation and content management architecture
- Collaborate with other Architects to establish an architecture roadmap covering document and enterprise content management
- Collaborate with Application and Business Owners to define solutions that provide relevant electronic and physical communications between an enterprise and our customers, prospective customers and business partners
- Work with Business and IT Delivery teams to ensure Documentation solutions align to our business capabilities and architectural roadmap
- Ensure sound architectural practices are followed through architecture blueprint, design and code reviews and through mentorship and organization influence
- Participate in all phases of the assigned projects and provide architecture guidance and consulting on solution design and development
- Coordinate across projects to ensure that each incremental change fits into the overall plan
- 8+ years of progressive experience within Information Technology and a minimum of 5 year’s experience
- Working knowledge of Document and Content Management Architecture practices, deliverables and methodologies, both at the enterprise and project level
- Experience with or thorough understanding of key Document and Content Management capabilities
- Real Time and Batch Document Composition
- Distribution Models (Physical, Electronic, Intake)
- OCR, Scanning and Imaging
- Document Workflow Management
- Retention, archiving and purging strategies
- ESignatures
- Experience with industry standard document and content management solutions: eg. AEM, HP Exstream Dialogue, Thunderhead, FileNet, Oracle WebCenter, Documentum
- Experience with industry standard ETL toolsets eg. Ab Initio, Talend, Datastage
- Experience with standard programming languages eg. Java, .NET, Python, Ruby
- Experience with standard data constructs eg. XML, JSON
- Knowledge of overall enterprise architecture concepts and practices
- Service Oriented Architecture, RESTful services, Micro Services Architecture, , Cloud Technologies (SaaS, PaaS, IaaS)
- Familiarity with or certification on use of architecture frameworks like TOGAF, Zachman is a plus
- Knowledge of the insurance industry, most notably in the area of P&C desired
- Bachelor’s Degree in Computer Science, Information Technology or related field is highly desired
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Customer Communications Manager Resume Examples & Samples
- Bachelor degree in Business, Communication, Marketing, Management, or other related major and three (3) or more years of related work experience in Marketing, Business Administration, Corporate Communications, Project Management OR seven (7) or more years of related work experience in lieu of a degree
- Experience in developing, implementing, and overseeing strategic marketing plans and campaigns within set budgetary restrictions
- Experience in developing creative marketing concepts and advertising collateral using traditional and new media contact channels and multimedia (videos, social media, e-commerce, direct mail, broadcast, etc.)
- MBA or other advanced degree
- Experience developing, implementing and managing strategic communications plans
- Experience identifying and securing multiple marketing channels with cross-sell opportunities
- Experience defining creative, supportive advertising collateral
- Experience in a utility or other regulatory environment
- Strong project management and organizational skills with the ability to keep stakeholders informed and updated on campaign progress and goals
- Ability to multi-task and perform well under pressure
- Expertise in working with timelines, budgets and project management
