Program Manager, Customer Communications

Company Profile

At Sand Cherry Associates, we excel in the design and delivery of strategic customer-centric initiatives through digitally-native, data-empowered solutions. Our client’s confidence in us is centered on exceptionally skilled, high-energy talent working with the support of the full Sand Cherry team. Finding the right match for this role is a critical aspect of continuing that success.

Overview

This leadership role is responsible for the strategic planning, leadership, management and hands on implementation of customer communication initiatives as part of a broader customer engagement/customer loyalty strategy. This position is remote, working mostly within the eastern time zone.

Duties & Responsibilities

Work with client to build strategic plan to optimize, elevate and streamline customer communication initiatives in order to drive customer brand loyalty

Manage the creation, editing, approval, and delivery of customer communications

Write communications as needed

Collaborate with other departments on specific communication needs

Execute communications plans with a detailed understanding of project’s objectives, value, and priorities

Put customers first and actively work to improve their overall communication experience

Maintain current knowledge of effective methods for communicating with a customer audience

Build and maintain current knowledge of products and services

Ensure quality, accuracy, and completeness of communications

Serve as the escalation point for issues with communications

Measure communication program success to ensure goals are being met

Recommend new approaches for customer communication, including new messaging, new tools, templates, and platforms, or strategic changes to delivery methods

Guide team’s approach to writing communications through appropriate voice and persona

Establish customer experience process improvement program and project management practices, tools and templates customized for client’s environment

Establish program management reporting and/or dashboards to drive awareness and accountability

Lead communications and stakeholdering efforts to drive buy-in to assigned initiatives

Mentor client and consulting team members in best practices with a focus on strong project management and process improvement practices

Participate with leadership in crafting customer communications and customer experience roadmap

Ensure assigned projects are structured and managed successfully to drive immediate, medium and longer term improvements

Ensure project management artifacts are completed per program templates, with consistent high quality

Complete process maps, and associated KPI analysis in support of improvement initiatives

Establish risk management, escalation paths, and take corrective measurements

Facilitate and lead project meetings and manage stakeholders’ communication

Coordinate, manage and monitor the workflow of cross-functional teams

Function as owner of overall Program, manage cross-functional resources where applicable, ensuring on-time delivery, meeting of budgetary demands, and achievement of business goal

Consistently exercise informed judgment and discretion in matters of significance

Requirements

Desired Skills & Experience

Candidates must have strong practical experience in a Customer centered environment leading improvement initiatives and communication efforts. Additional desired skills and experience include:

Prior consulting and/or program management experience with a focus on customer communications, customer experience, and operations

Minimum 5 years of experience utilizing building, managing and implementing customer communications programs

Strong analytical skills; prior experience with project management, process mapping and KPI tracking

Excellent PowerPoint and Excel skills

Excellent oral and written communications skills working with a range of stakeholders including the ability to influence, strategize and negotiate

Ability to think analytically and process information quickly, presenting it in a succinct and insightful format suitable for executives

Experience in establishing and/or managing a program management function desired

Direct hands-on proficiency with Microsoft Project, Smartsheet or other project management tools

Education & Certifications

Bachelor’s degree in a related field, or commensurate experience

MBA strongly prefe