What are the responsibilities and job description for the Senior Marketing Communications Manager position at Impact Solutions Inc?
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.).
