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Job Details

VP Customer Communications.

Company name
CSC Holdings LLC

Location
Long Island City, NY, United States

Employment Type
Full-Time

Industry
Clevel, Executive, Marketing, 100k

Posted on
Aug 30, 2021

Valid Through
Dec 13, 2021

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Profile

\u003Cp\u003EAltice USA is a cutting\u002Dedge communications, media, and tech company. We connect people to what matters most to them\u003B texting with friends, advertising that resonates, or binge watching their favorite show. Our differentiated approach centers around technologies that push the envelope and deliver the ultimate customer experience. We\u0027re building a workforce that attracts and retains the best talent, not only to meet the needs of our customers, but that also reflects the diverse communities we serve. We\u0027re not the only ones who have seen it\u003B we\u0027ve recently been recognized by Forbes as one of America\u0027s Best Employers as well as by the Human Rights Campaign, DiversityInc Magazine, and Cablefax for our diversity \u0026amp\u003B inclusion program.\u003C/p\u003E\u003Cdiv\u003E\u003Ch2\u003EResponsibilities\u003C/h2\u003E\u003Cp\u003E\u003Cstrong\u003EJob Summary:\u003C/strong\u003E\u003C/p\u003E\u003Cp\u003EThe Vice President Customer Communications is a highly visible leadership role in the Consumer Services Organization and reports directly to the SVP, Consumer Services CMO Organization.\u003C/p\u003E\u003Cp\u003EThe Vice President Customer Communications will be responsible to drive a team that oversees all customer facing communications and touchpoints across the different channels throughout the customer lifecycle. A strong advocate for customer experience improvement an engagement and developing customer\u002Dcentric initiatives that will be deployed throughout the customer journey. Drives initiatives that help manage and improve customer lifecycle from onboarding to post\u002Dsale, building loyalty and a positive customer experience. \u003C/p\u003E\u003Cp\u003EThe VP of Customer Communications has hands\u002Don experience developing and executing integrated communications campaigns within the customers and prospects lifecycle management, as well as the customer journey to create personable and meaningful experiences. A creative thinker and decision maker who is comfortable simultaneously operating at a high strategic level while also leading his/her team. Will be responsible for the development and continuous evolution of all marketing assets through all media and sales channels. Works collaboratively with multi\u002Dfunctional teams to support customer acquisition \u0026amp\u003B CBM strategies for the entire portfolio of services to generate new customer relationships, grow customer revenue and support customer retention.\u003C/p\u003E\u003Ctable width\u003D\u0022100%\u0022\u003E\u003Ctbody\u003E\u003Ctr\u003E\u003Cp\u003E\u003Cstrong\u003EKey Responsibilities\u003C/strong\u003E\u003C/p\u003E\u003C/tr\u003E\u003C/tbody\u003E\u003C/table\u003E\u003Cul\u003E\u003Cli\u003EDrives the development of a compelling customer communications plan throughout the different channels and customer touchpoints within the customer journey, align with brand guidelines. \u003C/li\u003E\u003Cli\u003EResponsible for managing and writing proactive and reactive messaging for Customer Relationship Management (CRM)and Customer Comms.\u003C/li\u003E\u003Cli\u003EDevelops and maintains a detailed roadmap for customer communications through the customer lifecycle with the right messaging and tonality.\u003C/li\u003E\u003Cli\u003ELeads a team that works collaboratively with corporate communications, sales, product, offer strategy, customer care, and customer experience teams to ensure alignment and successful execution of customer communications initiatives, and provides support to customer experience teams through customer lifecycle \u0026amp\u003B customer journey.\u003C/li\u003E\u003Cli\u003EDevelops and executes customer communications strategy to fulfill customer activation and retention goals.\u003C/li\u003E\u003Cli\u003EDevelops a wide range of strategies for multiple channels to increase customer engagement inclusive of email channel, social media, outages notifications, onboarding, customer education, IVR, sales scripts, E\u002Dcomm Blogs, Care, Field Service and Logistics, Product and Billing notifications among others. \u003C/li\u003E\u003Cli\u003ETracks performance and effectiveness of all efforts developed within the team scope. \u003C/li\u003E\u003Cli\u003EOversees customer experience content on the company\u0027s customer portal and Apps to deliver a meaningful customer experience.\u003C/li\u003E\u003Cli\u003EUses market research primary, secondary and informal to identify opportunities for educating customers and delivering information in a way most effective and appropriate to different targets.\u003C/li\u003E\u003Cli\u003EResponsible to oversee that every customer facing communication adheres to corporate brand guidelines in all communications as well as when co\u002Dbranding with 3\u003Csup\u003Erd\u003C/sup\u003E party providers and community engagements.\u003C/li\u003E\u003Cli\u003EEnsure the right level of project planning, concept development, research, writing, editing, proofreading, while interacting and directing the work of external agencies and internal resources.\u003C/li\u003E\u003C/ul\u003E\u003C/div\u003E\u003Cdiv\u003E\u003Ch2\u003EQualifications\u003C/h2\u003E\u003Cp\u003E\u003Cstrong\u003ERequired Skills / Experience:\u003C/strong\u003E\u003C/p\u003E\u003Cul\u003E\u003Cli\u003EBachelor\u0027s degree in Marketing, Communications, or related relevant fields\u003B MBA or relevant master\u0027s degree (preferred)\u003C/li\u003E\u003Cli\u003E8 years of experience in marketing or customer experience, communication, or brand management \u003C/li\u003E\u003Cli\u003EExceptional business understanding and decision\u002Dmaking, leadership skills, communication, and interpersonal skills, to work with CxO level executives within the leadership team and multi\u002Dfunctional partners across the organization\u003B driving results by generating the right level of influence and buy in from key stakeholders.\u003C/li\u003E\u003Cli\u003EProven track record in the marketing or Communications space, brand management and creative process management \u0026amp\u003B execution.\u003C/li\u003E\u003Cli\u003ECreative thinker\u003B idea generator.\u003C/li\u003E\u003Cli\u003ESolid teaming and collaboration skills\u003B good listener \u0026amp\u003B influential to others.\u003C/li\u003E\u003Cli\u003EResults and action\u002Doriented, with the ability to translate results into proactive measures \u003C/li\u003E\u003Cli\u003EExhibits confidence and a positive attitude, highly diplomatic yet assertive, demonstrating passion for the company, brand, and inspiring others.\u003C/li\u003E\u003Cli\u003EStrong and effective project management skills and the ability to lead and direct internal and external resources with direct or indirect reporting structure.\u003C/li\u003E\u003Cli\u003ECan build presentations appropriate for executive audiences and present a compelling story behind the data.\u003C/li\u003E\u003Cli\u003EDemonstrated experience collaborating and influencing colleagues in a highly matrixed cross functional and senior environment\u003B\u003C/li\u003E\u003Cli\u003EAbility to work under limited supervision, in a fast\u002Dpaced environment with tight deadlines, maintaining high quality, accuracy and consistency of deliverables \u003C/li\u003E\u003Cli\u003EResults oriented leader with ability to develop and communicate big\u002Dpicture vision and strategy, and deliver results through practical, disciplined execution. Demonstrated success in developing strategies and roadmaps that directly led to measurable business results.\u003C/li\u003E\u003Cli\u003EAbility to hire, scale, and develop a high\u002Dperforming team that continuously delivers market driven strategies and cross\u002Dcollaborates for its execution.\u003C/li\u003E\u003Cli\u003EUnderstanding of the media and telecommunications industries, with awareness of consumer trends, the competitive landscape and most up to date best practices in the field.\u003C/li\u003E\u003C/ul\u003E\u003Cp\u003EAltice USA is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.\u003C/p\u003E\u003Cp\u003EAltice USA, Inc. collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA\u002Dcompliant background screening, human resource administration and compliance with federal, state and local law.\u003C/p\u003E\u003C/div\u003E,

Company info

CSC Holdings LLC
Website : http://www.cablevision.com/

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