What are the responsibilities and job description for the Vice President, Client Communications position at Ascensus?
Ascensus is transforming the client experience across all client touchpoints. Client Communications are critical commercial and reputational components of the client experience, requiring a digital-first and customer-centric focus. The Vice President, Client Communications will rethink and transform client communications, setting strategy, modernizing, scaling and optimizing these critical experiences, improving NPS and reducing call volumes as a result. This leader sits at the intersection of business, product, technology, service, operations, legal / ERISA and marketing communications and represents client needs and preferences across all client communications.
Section 2 : Job Functions, Essential Duties and Responsibilities
- Set client communications strategy and execution plan to understand which clients are getting what communications and how to simplify and improve these touchpoints.
- Identify the absolute number of communications, understanding the source and distribution of the communications, as well as who receives the communication.
- Simplify and reduce the number of communications clients receive, ensuring that clients only receive the communications they need.
- Establish best practices and templates for client communications execution – writing, form (email, video, etc.), level of personalization, etc. – based on measurements including engagement, whether a required action is taken, and whether a “no action needed” communication still results in call center calls.
- Set roadmap, deliverables and delivery dates for improving existing communications.
- Partner with business, product, technology, service, operations, legal / ERISA and marketing / marketing technology, always representing client needs and preferences.
- Establish a scaled operating model for client communications execution, including reducing number of email platforms for distributing communications.
- Establish a clear measurement framework to demonstrate (1) progress against execution to improve existing communications and (2) improvement in commercial KPIs – reduction of call volumes related to client communications and improved NPS / client experience measures.
- Represent client communications as part of the Marketing Leadership team.
- Responsible for protecting, securing, and proper handling of all confidential data held by Ascensus to ensure against unauthorized access, improper transmission, and / or unapproved disclosure of information that could result in harm to Ascensus or our clients.
- Our I-Client service philosophy and our Core Values of People Matter, Quality First and Integrity Always should be visible in your actions on a day-to-day basis showing your support of our organizational culture.
Supervision
Section 3 : Experience, Skills, Knowledge Requirements
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