Manager of Customer Communications

Work Place Flexibility: Onsite 

Legal Entity: Entergy Services, LLC 

***This is an onsite position located in New Orleans, LA or The Woodlands, TX. Relocation assistance is provided for those outside of a 50 mile radius of our office in New Orleans, LA or The Woodlands, TX. Sponsorship is not provided. The official job title for this position is Mgr, Customer Communications.***

 

Job Summary/Purpose 

The manager of customer communications oversees a team responsible for providing strategic communications support to Entergy’s integrated customer organization – working to collaboratively develop and implement effective communications internally and externally. Imperatives for the role include proactively assessing stakeholder communications opportunities and challenges, collaborating with other Entergy groups, such as, marketing, customer service and regulatory affairs teams, as well as peers on the utility, advertising and branding, creative services teams and other disciplines within communications, and working with company leadership to inform and build employee engagement across the integrated customer organization.

 

Job Duties/Responsibilities

• • Communications strategy, counsel and oversight: Develop and execute internal and external communications strategies that support business objectives and convey the company’s progress in delivering extraordinary customer experiences while also bringing to market innovative communications solutions that keep pace with evolving customer needs and expectations. Offer ongoing communications counsel and guidelines to customer organization management regarding company brand standards, external speaking opportunities, key customer wins promotion and employee engagement opportunities.
  • Cross-functional collaboration: Ensure timeliness, coordination and consistency in messaging and campaign development with marketing communications, as well as operating company communications, public affairs and regulatory leads to ensure integrated internal and external strategies that support business needs.
  • Employee communications: Offer counsel to the customer organization on internal communication opportunities and assist the customer organization in leveraging internal platforms and publications to educate and engage employees both within their own line of business and across the company.
  • Customer communications and campaigns: Develop and execute integrated customer campaigns, for example, bill support or scam awareness. Provide support and ensure alignment across Entergy’s five operating companies, including campaigns and other ongoing communications to customers. Work with the company’s research team to leverage data-driven communications strategies that impact customer sentiment. Knowledge of customer satisfaction measurements, like Net Promoter Score, is a plus.
  • Asset development and content review: Serve as communications lead for the integrated customer organization for any content or asset creation – liaison to the company’s creative services team. Work with internal stakeholders and team members to define messaging requirements, budget, timing and scopes of work for projects and deliverables to support a holistic corporate customer communications strategy. Ensure all internal and external-facing communications are in alignment with approved talking points, company brand standards, AP style and general communication best practices.
  • Team and work management: Work with staff to develop annual communications goals and development plans and provide ongoing coaching and training opportunities to help them achieve those objectives. Proactively assess customer-facing metrics from our work and regularly identify opportunities for improvements. Communicate plans to management and other stakeholders to keep teams informed of plans and project status.
  • Industry and team best practices: Stay abreast of evolving industry and business issues, new trends in digital and social media, and emerging technologies and incorporate into communications strategies and plans. Ensure talent development through effective performance reviews, knowledge sharing and career opportunities. Provide clear vision and strategy, building a safe, inclusive and engaging work environment.
  • Crisis communication support: Offer communications support during storms or other emergencies, ensuring accurate and timely messages are shared with the appropriate audiences. Onsite participation may be required during an active response.