Customer Marketing Manager II or Sr

JOB TITLE: Customer Marketing Manager II or Sr.
REQUISITION : PUB
0011
DEPARTMENT
:
Marketing Communications - Kansas City Headquarters
LOCATION
:
Kansas City, MO
PAY RANGE: Marketing Mgr II: $66,600 - $83,200
Sr Marketing Mgr: $84,500 - $112,600

Scheduled

Work Hours:

Monday - Friday, 8:00 a.m.

- 5:00 p.m. (Other hours as required)

Summary of

Primary Duties and Responsibilities:


The Customer Marketing Manager leads customer engagement and communication strategies designed around customer needs, behaviors and key moments throughout the customer experience. This role develops customer segments, journeys and engagement strategies that improve customer understanding, engagement, satisfaction and desired customer behaviors.
Working across teams, this position connects customer insights, business priorities and channels to create coordinated, relevant customer experiences. The role uses customer behavior, research and performance data to continually improve customer communications, education strategies and engagement.

What You'll Do:

• Develop customer engagement, communication and lifecycle strategies for assigned customer segments and journeys.
• Develop customer education strategies that help customers understand, navigate and manage their energy service.
• Identify customer needs, behaviors and key moments to inform engagement strategies.
• Develop lifecycle communication, content and treatment strategies across channels that support customer understanding, engagement and behavior change.
• Connect campaigns and tactics to broader customer journeys and objectives.
• Continuously evolve customer journeys based on customer insights, performance and changing needs.

• Develop strategies to improve customer understanding, engagement, participation and behavior change.
• Translate complex utility topics, programs, tools and rate concepts into clear customer-facing communication and education strategies.
• Use segmentation and customer insights to create relevant, personalized experiences
• Develop proactive engagement around key customer moments and service-related events.
• Partner across teams and channels to create coordinated customer experiences.

• Establish objectives and KPIs for communication strategies, journeys and campaigns.
• Use testing and insights to optimize strategies and recommend next steps.
• Measure success through campaign performance, customer understanding, engagement, behavior change, participation and business outcomes.

• Innovative Environment:
  Be part of a forward-thinking team that values creativity and innovation.
• Collaborative Culture:
  Enjoy a supportive and collaborative work environment where your ideas are valued.
• Impactful Work:
  Make a meaningful difference by creating customer experiences that help customers better understand, engage with and manage their energy service.

The marketing team offers a flexible hybrid working model, with team members working together in the office three days a week.

Education and Experience Requirements:

• Bachelor's degree in Marketing, Communications, Journalism or related discipline.
• 3-5 years (II) 6-10 years (SR) experience within a corporate marketing department or at a marketing/communications agency

Skills, Knowledge, and Abilities

Required:

• Experience developing customer segments, customer journey strategies and communication plans based on customer insights, behaviors and business priorities.
• Proven ability to build consensus and work effectively within a cross-departmental team. Ability to collaborate, influence and work cooperatively with key team members, vendors, and partners, demonstrating strategic thinking, creativity, and enthusiasm for reaching goals.
• Client-service mentality and ability -- Anticipate and identify customer and business needs, develop recommendations and effectively communicate those recommendations to stakeholders.
• Demonstrated understanding of marketing strategy and execution. Understand how efforts support brand positioning, while being mindful of how individual tactics tie into overall corporate initiatives.
• Clear understanding of how to utilize segmentation and marketing automation for creating strategies, campaigns, and tactics. Strong analytical skills, and an ability to translate data into actionable recommendations.
• Ability to translate complex information into clear customer communications and education strategies…