Southern Company Manager, Customer Communications in Virginia Beach, Virginia
Manager, Customer Communications
This role may require travel but will have an office in one of our four states with local distribution companies in Atlanta, GA; Naperville, IL; VIrginia Beach, VA; or Chattanooga, TN. Atlanta would be the preferred location.
The primary role of the manager of customer communications will be to develop and oversee implementation of strategic initiatives that improve customer sentiment for Southern Company Gas’s 4.2 million customers across four local distribution companies. They will identify opportunities to elevate customer engagement, increase information flow and maintain strong customer satisfaction and brand satisfaction scores, and then develop plans in support of these opportunities. They will also oversee project implementation enterprise wide, in coordination with the customer communications coordinator and local communications managers.
They will set strategy to ensure critical safety-related messages effectively reach and resonate with customers, helping to secure Southern Company Gas’ infrastructure, protecting communities across its entire footprint and maintaining regulatory compliance.
In addition to these responsibilities, which will be overseen by the director of external communications, the senior manager will also lead special projects in support of strategic initiatives, as necessary. Duties will include project management, materials development and coordinating with both peers and executives.
JOB DUTIRES & RESPONSIBILITIES
Provides strategy recommendations for and oversees implementation of customer communications and safety campaigns
Supports strategic initiatives as needed
Manages relationships with agencies and contractors and provides oversight of their work
Is an active contributor to the company’s corporate newsroom
Supervises customer communications coordinator, who manages logistics for on-bill and electronic customer communications, drafts communications content with a focus on Customer Experience, Safety and Supplier Diversity and provides additional operational support as needed
Works with peers to ensure work is distributed evenly and department is organized, connected and utilizing industry best practices
Results-driven communicator with experience using data and analytics to drive communications and marketing decisions
Public relations experience required, and customer communications experience preferred
Strong communication, relational and technical presentation skills
Demonstrated ability to write and edit for a wide variety of formats; the ability to share published writing samples from news releases, newspaper, marketing, online sources or other similar material upon request is required
Bachelor’s degree in journalism, media relations or a related field
8 - 10 years’ relevant experience preferred
Ability to travel, as public health and safety guidelines allow, required (<25%)
KNOWLEDGE, SKILLS, & ABILITIES
Skilled project manager with the ability to drive groups toward common goals and act quickly with minimal supervision
Excellent interpersonal and organization skills, including the ability to effectively manage multiple priorities and coordinate with numerous colleagues
Exceptional written and verbal communication skills with the ability to communicate complex ideas simply and meaningfully to audiences of diverse backgrounds and education levels
Proven ability to manage and complete complex projects in a timely, cost-effective manner
Experience supporting executives
Proactive contributor with an ability to take initiative and be resourceful
Moderate to advanced understanding of the energy industry and customer service required
Expert in AP style and grammar rules
Proficient in PowerPoint and Keynote
Familiar with digital communications platforms
Disclaimer: This information describes the general nature and level of work performed by employees in this job. The description is not designed to be a comprehensive inventory of duties, responsibilities and qualifications required in the job. Reasonable accommodations may be made to qualified disabled individuals for performance of essential duties and responsibilities.
Southern Company Gas provides for the energy needs of millions of U.S. households and businesses. As the largest natural gas-only distribution company in the United States, with more than 150 years of history behind us, we're working to ensure that Americans have access to an abundant, safely delivered supply of natural gas for decades to come. We offer our customers a wide range of energy services under one umbrella: seven regulated utilities as well as non-regulated businesses that offer retail, wholesale and storage services.
Southern Company (NYSE: SO) is America's premier energy company, with 46,000 megawatts of generating capacity and 1,500 billion cubic feet of combined natural gas consumption and throughput volume serving 9 million customers through its subsidiaries. The company provides clean, safe, reliable and affordable energy through electric operating companies in four states, natural gas distribution companies in seven states, a competitive generation company serving wholesale customers across America and a nationally recognized provider of customized energy solutions, as well as fiber optics and wireless communications. Southern Company brands are known for excellent customer service, high reliability and affordable prices that are below the national average. Through an industry-leading commitment to innovation, Southern Company and its subsidiaries are inventing America's energy future by developing the full portfolio of energy resources, including carbon-free nuclear, 21st century coal, natural gas, renewables and energy efficiency, and creating new products and services for the benefit of customers. Southern Company has been named by the U.S. Department of Defense and G.I. Jobs magazine as a top military employer, recognized among the Top 50 Companies for Diversity by DiversityInc, listed by Black Enterprise magazine as one of the 40 Best Companies for Diversity and designated a Top Employer for Hispanics by Hispanic Network. The company has earned a National Award of Nuclear Science and History from the National Atomic Museum Foundation for its leadership and commitment to nuclear development and is continually ranked among the top energy companies in Fortune's annual World's Most Admired Electric and Gas Utility rankings. Visit our website at www.southerncompany.com.
Southern Company is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.
Job Field: Communications & External Affairs
Job Type: Standard
Primary Location: Georgia-Metro Atlanta-Atlanta
Operating Company: Southern Company Gas
Other Locations: Illinois-Metro Chicago-Naperville, Tennessee-Chattanooga Area-Chattanooga, Virginia-Coastal Virginia-Virginia Beach
Job Type: Standard
Travel (Up to...): Yes, 25 % of the Time
AGLR Corporate Office - 10 Peachtree Place NE (10AtlantaCODE)
10 Peachtree Place NE
G O Naperville - 1844 W Ferry Rd. (1844NapervilleCODE)
1844 W Ferry Rd.
Chattanooga Service Center - 2207Olan Mills Dr. (2207ChattanoogaCODE)
2207Olan Mills Dr.
VNG Virginia Beach - 544 S. Independence Blvd (544VirginiaBeachCODE)
544 S. Independence Blvd
Virginia Beach, 23452
Req ID: GAS2003403