Job Abstract

Position Informaton

Locations: Orange, CT; Rochester, NY; or Binghamton, NY

Pay Range: The base salary range for this position is dependent upon experience and location, ranging from $128,800 - $$177,100.

Schedule: Office

Job Summary

The Avangrid Customer Communications Senior Manager will shape the external communications strategy across the brands within Avangrid Networks by leading the team responsible for developing and executing comprehensive communications plans that align with the company’s objectives and values. In this role, you will create and roll out strategic communication plans for over 3 million customers spanning four states to enhance the company’s brand image, engage customers, and support our communities effectively. This person will lead a team of professionals across NY, CT, ME, and MA and oversee a budget to ensure customer experience is optimized for customer satisfaction and operational efficiency across the business. This is an exciting opportunity to directly impact how customers interact with and view the rapidly changing utility and energy efficiency space. 

Key Responsibilities

• Strategic communications planning: Develop and implement plans to enhance customers’ experience with their utility, keep them informed, and provide them with communications that enhance their customer lifecycle with Avangrid
• Customer engagement: Initiating and overseeing initiatives to proactively engage customers, including newsletters, email campaigns, web content, and social media interactions
• Customer education: Creating educational materials and content to teach customers about Avangrid’s products, services, and initiatives, including energy efficiency programs, sustainability efforts, and community service
• Crisis management: Developing protocols and procedures for communicating with customers during emergencies, outages, and other critical situations, ensuring transparency and timely updates
• Content creation:
• Regulatory communications: Ensure that all customer communications comply with relevant regulations and industry standards, including data privacy and consumer protection laws
• Budget management: Maintain budget for communications vendors, tools, printing, and other communications line items
• Stakeholder management: Collaborating with internal teams, including customer service, marketing, corporate communications, and operations teams to ensure alignment of communication efforts and consistency in messaging
• Vendor management: Manage relationships with external vendors, such as communication agencies or technology providers, to support customer communication initiatives effectively

Required Qualifications

• 13+ years experience in communications, public relations, or marketing
• A bachelor’s degree in communications, marketing, public relations, business administration, or a related field
• Proven ability to demonstrate value and tie communications programs back to overall business objectives
• Proficiency in digital communication tools and platforms such as websites, CRM tools, social media, email platforms, and mobile apps
• Familiarity with content management systems, analytics tools, and social media management platforms
• Budget management and reporting experience
• Experience working with research teams and data analysts to understand customer feedback and identify areas for improvement
• Proven ability to manage multiple strategic deliverables on time
• Excellent verbal and written communications skills
• Ability to travel

Preferred Qualifications

• Deep understanding of customer needs, preferences, and behaviors, as well as ability to empathize with customers and address concerns
• Vendor management, project management, and stakeholder management experience
• Experience with managing a staff of geographically-dispersed communication professionals
• Knowledge of electric and gas utility customer needs and emerging industry trends
• Ability to anticipate potential communication challenges and address quickly
• Change management experience
• Demonstrated effectiveness facilitating teams across functional areas, operating companies, and globally

Competencies

• Growth & Continuous Improvement
• Initiative & Change
• Focused on Results
• Customer Centric (internal and/or External)
• Communication
• Collaboration
• Leadership (people managers/leaders)

Disclaimer

AVANGRID is committed to a diverse and inclusive workplace. AVANGRID is an equal opportunity employer and does not discriminate on the basis of an individual’s sex, gender, gender identification, gender expression, race, color, religion, national origin, age, ancestry, genetic information, medical condition, physical or mental disability, marital status, sexual orientation, military or veteran status, or other characteristics or conditions protected by law.

Click here for Additional Disclaimer Information

Avangrid employees may be assigned a system emergency role and in the event of a system emergency, may be required to work outside of their regular schedule/job duties. This is applicable to employees that will work in Connecticut, Maine, Massachusetts, and New York within AVANGRD Network and Corporate functions.  This does not include those that will work for Avangrid Renewables.

#OFFICE; #LI-CH1

Mobility Information

Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country

AVANGRID’s employment practices and policies are geared to hiring a diverse workforce and sustaining an inclusive culture. At AVANGRID we provide fair and equal employment and advancement opportunities for all employees and candidates regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, disability, protected veteran status or any other status protected by federal, state, or local law.
If you are an individual with a disability or a disabled veteran who is unable to use our online tool to search for or to apply for jobs, you may request a reasonable accommodation by contacting our People and Organization department at careers@avangrid.com

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