Manager, Customer Communication and Asset

The purpose of this role is to be responsible for strategic and tactical support of ongoing communication of brand and system migrations to customers and consumers. Will act as a liaison with creative, digital, local, and internal system teams to update branding at the branch level. This role will be a key point of contact for the category for internal teams; creative, finance, and cross-functional teams within sales, operations and the larger organization. 

Key Performance Indicators:

• Delivery: Execution to agreed Brand Transition Strategy Plan

• Market Success: Solution penetration / Residential penetration / Commercial penetration

• Brand: NPS / Awareness / Consideration / Transition 

​Key Relationships:

Principal Duties and Responsibilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Responsibilities and essential job functions include but are not limited to the following:

• Develop & manage content for various mediums to support transition of brand, including website content

• Manage creation of updated sales collateral and coordinate destruction of outdated material

• Manage resources to ensure the content library is up to date.

• Feed the communication streams and content to the social and digital teams.

• Manage, organize, coordinate, plan, and be the content developer to create a smooth brand transition.

• Engage with MVP, RD, finance, CSC, and inside sales to execute communication plans.

• Provide communications support to inform clients of changes to brand, system, billing, service, etc., inclusive of writing clear and concise for business-to-business migration communications.

• Provide or coordinate updated brand information to relevant trade associations or organizations.

• Meet tight deadlines and fast-turnaround requests.
   

• 5  years of marketing or brand management experience

• Strong writing skills, including editing and proofreading for letters, email, flyers, and training documents

• Strong project management skills in a fast paced environment

• Brand management experience highly preferred

• Excellent leadership, organizational, planning and execution abilities

• Experience implementing change in organizations

• Highly creative, autonomous, self-starter, problem solver.

• Able to think strategically and engage with proper stakeholders and colleagues 

• Able to work in a fast-paced environment and switch tasks quickly.

• Expert editorial knowledge and ability to ensure content and messaging adheres to established brand guidelines.

• Experience in email campaign software including Mailchimp, HubSpot and/or Marketing Cloud

• Expert understanding of brand management, brand positioning, awareness.

• Experience in Monday and/or Asana

• Advance knowledge of Google Workspace

• Significant experience in Sheets and/or Excel, as well as PowerPoint and/or Slides

Required Leadership Traits and Characteristics:

• Highly commercial and entrepreneurial with an attestable customer focus and growth mindset.

• Outstanding analytical and problem-solving abilities with a strong understanding of corporate marketing  and influencing key financial performance indicators including content strategies, marketing and digital content.

• Outstanding communication skills with demonstrated ability to influence at all levels with a range of internal and external stakeholders including customers, employees, trade unions, investors, analysts, regulators, government bodies and suppliers as required.

• Strives towards making a positive impact on society and the environment across the ESG spectrum, establishing RNA as a leader in this space

• Able to demonstrate high levels of drive, work ethic and personal accountability with the ability to work under pressure while maintaining sound judgement and a rigorous focus on the details.  

• Outstanding communication skills with demonstrated ability to influence at all levels with a range of internal and external stakeholders including customers, employees, trade unions, investors, analysts, regulators, government bodies and suppliers as required.

• Strives towards making a positive impact on society and the environment across the ESG spectrum, establishing RNA as a leader in this space

• Able to demonstrate high levels of drive, work ethic and personal accountability with the ability to work under pressure while maintaining sound judgement and a rigorous focus on the details.  

Formal Education, Qualifications or Training:

• Bachelor’s Degree or equivalent in a Business, Communication, or Marketing related subject 

• Excellent leadership, organizational, analytical, planning and execution abilities

• Experience implementing change in organizations

Physical Demands and Working Conditions

The physical demands are representative of those that must be met by an employee to perform the essential function to this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Incumbent must be prepared to:

• Move up to 10 pounds occasionally, by lifting, carrying, pushing, pulling, or otherwise repositioning objects.
• Sitting for long periods of time while using office equipment such as computers, phones and etc.
• Fingering and Repetitive motions; such as movement of wrists, hands and fingers while picking, pinching and typing during your normal working environment.
• Express or exchange ideas with others through the use of spoken word, quickly, accurately, and at an easily audible volume, and receive detailed information through oral communication at usual speaking levels without correction, and/or make fine discriminations in the nature of sounds in the environment.

Incumbent is required to have:

• Close visual acuity to perform detail-oriented activities at distances close to the eyes, as well as visual acuity to perform activities at or within arm’s reach with skill, control, and accuracy, such as preparing and analyzing data, viewing computer screen and expansive reading.

Incumbent will be subject to:

• Inside working conditions: The change of building environment such as with or without air conditioning and heating.

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