Senior Specialist Corporate Communications resume example

Program Management

• Manages customer communications projects and coordinates with graphic design, media relations, editorial, and vendors to ensure delivery of quality collateral in timely fashion
• Manages customer email marketing program by keeping content calendar, working with email service provider, keeping up-to-date with email trends, and scheduling emails
• Provides insights and reports on performance of emails and makes recommendations based on data
• Coordinates dissemination of federal and state mandated information, and ensures that required messages are communicated at prescribed intervals
• Submits communication plans and reports as required to regulatory agencies, and participates in annual compliance reviews and periodic audits by regulatory agencies
• Oversees, coordinates and creates content for gas safety-related communications and outreach & education materials that are disseminated to customers and general public

Copywriting

• Copywrites and edits customer communications for website, transactional emails and marketing emails, and print communications such as brochures, pamphlets and bill inserts

Website

• Provides recommendations for structure, design, layout and content of website, mobile app, and other related digital applications
• As part of Digital Customer Experience core team for redesigning and relaunching company website, participated in customer research studies, customer persona development, journey mapping, wireframing, UX testing, vendor selection and implementation of CMS platform, using agile methods
• Creates, maintains and updates pages on company website using Sitecore platform

Budgeting

• Administers $1.8 million budget for Corporate Communications and Marketing departments; monitors spending levels, prepares monthly variance reports and accrual submissions, and ensures that expenses are allocated to proper accounts for regulatory reporting purposes
• Annually plans five-year budget and presents it to President and CEO

Social Media

• Managed and maintained company’s social media program for five years before company’s program was merged with Con Edison’s program
• Oversaw social media team and functions by creating, implementing and providing direction for social media strategy and initiatives

Leadership

• Led Customer Experience Excellence Team for three years – cross-functional committee that develops various programs and initiatives focused on enhancing customer experience, both internally and externally.