Description
Summary:
The Digital Communications Analyst II / Email Developer II is responsible for supporting NRG's products and services, including operational analysis and implementation support for Retail mass marketing products, email campaigns, customer marketing programs, marketing channels, regulatory activities, and key mass electronic customer correspondences and e-communications.
In this role, the Digital Communications Analyst / Email Developer II possesses skills and knowledge to support, effectively address, and resolve issues by liaising with all NRG brands and departments to accomplish results for the Residential, Small Business, and Builder/Multi-Family market segments. Interacting with multiple functional groups (e.g. Marketing, Legal, Regulatory, Customer Care, Channel Management, Transaction Processing, Billing, IT, Credit/Collections/Remittance Processing, Online, Third Party Partners, Database Operations) is imperative.
Essential Duties/Responsibilities:
- Designs/implements/manages robust email and electronic communications, processes and/or database solutions to support new business and operational activities
- Leverage existing software and/or create new tools to automate repetitive and repeatable processes and/or communications
- Continually evaluate the effectiveness of Marketing Execution processes, initiative procedures, and system improvement activities
- Develop approach documentation, process flows, and/or business requirements for new Marketing and Operational capabilities and products needed to support customer campaigns, including all cross-functional stakeholders from operations and IT in the review
- Identifies issues when they arise, quickly diagnoses root cause, implements appropriate solutions and escalates accordingly
- Develops deep subject matter expertise in key operational tools as necessary
- Monitors key operational metrics and responds as necessary to ensure consistently superior operational performance
- Evaluate existing operational processes to ensure appropriate controls are in place and maintain process documentation for all recurring processes
- Facilitate cross-functional team discussions to develop timelines for Retail campaigns, new product development, and project delivery
- Deliver status updates to key stakeholders at regular intervals
- Highly motivated, comfortable working both independently and in a team environment with a proven record of accomplishing goals and tasks on time
- Manage multiple concurrent projects and able to deliver
- Perform daily execution tasks, conduct audits, and prepare reconciliation reports with a focus on timeliness, accuracy, and customer impact
- Creates, coordinates, and executes user acceptance test plans to ensure successful launch of new capabilities
- Communicate information effectively to cross-functional teams in both written and oral form
- Able to create and deliver presentations
- Requires minimal direction to get the job done
- Must exercise initiative, good judgment, and professionalism
- Adheres to strict timelines to meet project deadlines
- Perform other duties as assigned
E-Communication Duties/Responsibilities:
- Develop communications, content, and data element mapping
- Monitor customer communications for multiple brands - both electronic/automated and manual - to ensure compliance with rules, internal policies, and regulatory guidelines
- Perform quality assurance tests to ensure links, images, subject lines, and dynamic elements are functioning correctly
- Interaction with internal and external clients is needed to understand e-communication requirements and deliverables
- HTML coding, proofing, editing, and troubleshooting
- Liaise with internal stakeholders along with external clients to understand the requirements for each campaign
- Participate in creative discussions to develop solutions for stakeholders
- Develop digital communication strategies and oversee the implementation
- Responsible for monitoring the effectiveness of the website and other digital platforms
- SMS Compliance, best practices, and industry standards
- Familiar with the CAN-SPAM Act
Education:
- An undergraduate degree from an accredited four-year college or university is required, with a focus on operations, computer science, or engineering preferred.
Experience:
- 2-4 years of professional experience required
- 1-2 years of experience with e-communications
Additional Knowledge, Skills, and Abilities:
- Solid negotiation and conflict resolution skills
- Demonstrates strong customer service skills with both internal and external customers
- Work effectively and build relationships with people at all levels - solid team player
- Comfortable working with a cross-functional business team composed of people with diverse backgrounds
- Demonstrates ability to facilitate clear and concise conversations in conference calls over the phone and/or web
- Demonstrates strong work ethic
- Proficient in MS Word, Excel, PowerPoint, and Visio software
- Experience with Salesforce Marketing Cloud preferred
- Ability to work long hours when required
- Comfortably handles risk and uncertainty as appropriate for the level of responsibility
- Ability to handle and meet aggressive, metric-oriented deadlines while maintaining a high degree of accuracy
- Able to handle multiple tasks simultaneously
- Makes good business judgments/decisions
- High initiative
- Results-oriented
- Self-disciplined
- High level of honesty and integrity
- Proficient in Microsoft Office products (Word, Excel, Visio, PowerPoint, Access)
Contact
NRG
www.nrg.com/
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3 Jun, 2024
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