Lead, Customer & Business Communications

Summary

Spire is seeking a Lead, Customer and Business Communications, for Spire’s Tennessee region; the role will be in Nashville.

 

This is an exciting time to join Spire. With the expected transformative acquisition of the Piedmont Natural Gas business in Tennessee, Spire will soon serve the Nashville area. The individual selected for this new role will be part of the team that ensures a seamless transition for Nashville-area customers.

 

This position has primary responsibility for producing and implementing customer communications, principally for Spire’s newest service area – the Nashville, Tennessee, region. Additional responsibilities include front-line support for external marketing initiatives, local media and public relations, employee communications, and community impact and engagement efforts, as appropriate. The Spire Communications and Marketing team provides professional support across the company and Spire’s multiple service regions. While this position is primarily focused on customer communications, it offers the opportunity to do a little bit of everything in the communications area. If you’re a communications generalist or a customer communications specialist who enjoys being the hands-on, go-to communicator for the business, this might be the role for you.

 

The individual in this role should embody a service-excellence bias and be adept at collaborating with operational partners to ensure seamless communications for external and internal parties, ideally with noted experience in a customer communications role.

Duties and Responsibilities

•    Plan, manage and implement relevant and engaging customer content for the Tennessee region, in collaboration with the Communications and Marketing team
•    Implement customer communications for the transition of new Tennessee customers to Spire; own the responsibility for engaging with third parties to meet communication deadlines
•    Manage and coordinate development of customer communications in support of safety, regulatory and compliance, customer experience, legal and business development that align with Spire’s companywide vision, driving engagement, supporting customer retention efforts and strengthening community relationships
•    Implement and maintain communications and marketing programs targeted toward customers and employees using all relevant and established communications channels, including the employee intranet, multimedia, newsletters, email and other vehicles as appropriate in collaboration with the broader corporate communications team
•    Provide local support for internal communication needs in collaboration with the employee communications team
•    Support Nashville-area marketing initiatives, helping to align messaging and execution with broader corporate goals
•    Collaborate with the Customer Communications and Marketing Manager and the Communications team to support local business and economic development initiatives
•    Provide front-line support for community impact and engagement efforts in the Nashville area, as needed
•    Support employee engagement activities, including employee volunteerism, nonprofit events, corporate initiatives and other activities as needed
•    Serve as local media contact for the Tennessee utility, handling public relations, issues management and crisis communications with the field, operations/dispatch, claims, customer experience and leadership teams while serving as the company spokesperson as needed. Maintain the local 24/7 media line and coordinate media requests in collaboration with other team members
•    Provide communications support for various departments such as drafting and/or reviewing letters, articles, memos, fact sheets and speeches, and/or overseeing the creation of print and digital materials to help internal clients meet their objectives, as needed
•    Serve as a champion internally for the company’s brand standards, strategic direction
and employee engagement initiatives
•    Align strategy, content, voice and messaging with Spire’s mission and brand

•    Other duties as assigned

Essential Characteristics

•    Professional experience as a polished writer who is proficient in developing effective communications using a variety of voices, messages and communication vehicles; ideal candidate will have a strong customer communications background and experience with implementing a wide range of communication tactics
•    Employee- and team-focused, results-driven
•    Calm demeanor during changing or evolving situations, with ability to pivot
•    High degree of attention to detail, with a strong bias toward taking initiative
•    Strong ethics and integrity, dedication to a safe work environment, commitment to a diverse workforce
•    Ability to adapt to changing con