Salary Range: The base salary range for this position is dependent upon experience and location, ranging from $111,500 - $160,300.
Schedule: Office - On Site
Recruiter: Cynthia Harrall
Job Summary
The Manager - Sales & Marketing will play a pivotal role in enhancing customer satisfaction and increasing digital adoption across all marketing and service customer touchpoints. In this role, you will collaborate with various teams to develop and implement strategies that are aligned with the company's goals, remaining customer-centric. Your responsibilities will include managing teams, addressing operational challenges, and leading initiatives to improve the overall customer experience.
By aligning marketing strategies with customer experience initiatives, this role will help to create a cohesive and compelling customer experience across NY, CT, ME, and MA that drives brand loyalty and advocacy. Overall, this role plays a critical role in helping Avangrid differentiate itself in the market by delivering exceptional customer experiences that drive long-term customer satisfaction and efficiency.
Key Responsibilities
Develop and implement customer experience strategies across all channels, focusing on customer satisfaction and digital adoption.
Collaborate with Marketing, Customer Communications, Customer Care, Operations, and Design teams to ensure alignment with company goals and customer-centricity.
Support metric owners in the delivery of critical customer satisfaction and digital adoption KPI's
Lead initiatives to enhance brand image and maintain consistency across all customer interactions.
Guide customer experience best practices, acting as a customer advocate, and develop channel strategies that meet customer expectations.
Manage teams and address operational challenges to ensure successful strategy implementation.
Conduct cross-functional customer experience sessions to identify pain points and areas for improvement.
Review customer feedback and satisfaction metrics.
Collaborate with cross-functional teams to develop and refine customer experience strategies.
Lead efforts to improve customer interactions across all touchpoints.
Monitor progress and identify areas for improvement.
Required Qualifications
13+ years experience in customer experience, communications, public relations, or marketing
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)
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.
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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.
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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
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
