The Senior Marketing Communications Manager will lead the strategy, development and execution of customer lifecycle communications, driving engagement from onboarding through renewal. Overseeing a team of marketing managers, this role is responsible for ensuring and applying a strategic and cohesive approach to customer touchpoints, including transactional communications, account-related messaging, and promotional campaigns. The ideal candidate will collaborate cross-functionally with Go-To-Market, Customer Experience, and Product teams, to drive alignment, optimize messaging, and continuously optimize and elevate the impact of lifecycle communications. This position is HYBRID with 3 days a week onsite. 

Job Summary 

• Customer Lifecycle Communications: Lead the strategy and execution of onboarding, transactional, and educational communications that reinforce brand value and improve customer engagement. 
• Renewal and Retention Communications: Develop and implement data-driven renewal strategies, personalized retention efforts, and proactive churn-prevention initiatives. 
• Team Leadership: Manage team of marketing managers that supports the project management and execution of lifecycle communications projects and initiatives. 
• Non-Commodity Product and Service Communications: Customer programs, additional products and promotions including paperless billing, average billing and “add-ons”. 
• Customer Experience & Service Communications: Oversee messaging related to production and billing issues or follow-ups including missing documents, overdrafts, fulfillment. Support lifecycle survey development and feedback loops. 
• Severe Weather and Crisis Communications: Oversee the management of urgent, real-time communications related to severe weather events, outages, and other crises, ensuring timely and clear customer updates 

Minimum Requirements

• Bachelor’s degree in Marketing, Communications, Business, or related field required.
• 7+ years of experience in marketing, communications, project management, brand management or related field.
• 2+ years of experience managing a team of marketing managers or project managers. 

Preferred Qualifications 

• Experience building and implementing successful strategic customer marketing plans.
• Experience with the energy industry or services industry (electricity, cable, internet, etc.).