Job Description

Our client operates at the crossroads of energy and home services, fueled by the vision of a smarter, cleaner future. Committed to developing groundbreaking solutions, they aim to streamline their customers’ lives by providing energy, protection, and smart services for their homes and businesses.

About the Team:  

The Campaign Execution group provides operational analysis and implementation support for Retail mass marketing products, campaigns, key mass customer communications, customer marketing programs, marketing channels, and regulatory activities. The group offers the opportunity to view the big picture of retail operations and marketing, as well as develop specialized knowledge in specific areas. This team is responsible for liaising with IT, Marketing, and Operations to accomplish results for the Residential, Small Business, and Builder/Multi-Family market segments. Successful team members demonstrate the ability to effectively solve problems and address issues across multiple functional groups (e.g., Marketing, Legal, Regulatory, Customer Care, Channel Management, Transaction Processing, Billing, IT, Credit/Collections, Online, Telephony, Third Party Partners, Database Operations).

Essential Duties/Responsibilities:

• Develop approach documentation and/or business requirements for new Marketing and Operational capabilities and products needed to support campaigns, including all cross-functional stakeholders from operations and IT in the review.
• Drive consensus around system and process changes from key stakeholders to affect timely and complete implementation. Identifies issues when they arise, quickly diagnoses root causes, and implements appropriate solutions.
• Develops deep subject matter expertise in key operational tools as necessary.
• Evaluates existing operational processes to ensure appropriate controls are in place and maintain process documentation for all recurring processes.
• Designs/implements robust processes to support new business and operational activities.
• Monitors key operational metrics and responds as necessary to ensure consistently superior operational performance.
• Facilitate cross-functional team discussions to develop timelines for Retail campaigns, new product development, and project delivery.
• Manage end-end delivery of Retail campaigns, new products, and projects, including change management, project management, and post-implementation support.
• Deliver status updates to key stakeholders at regular intervals.
• Continually evaluate the effectiveness of Campaign Execution processes and initiate process and system improvement activities.
• Gather, analyze, and document requirements for marketing-related IT and operational process changes and improvements.
• The analyst is also expected to learn multiple processes and systems. Coordinates and executes tasks as required to support campaign, project, and product implementation.
• Monitors daily operational processes to identify trends and improvement opportunities. Completes user acceptance testing of new Campaign Execution system functionality.
• Provides regular updates to management on areas of responsibility and assigned tasks.
• Documents new and maintains existing process documentation for processes to be supported/managed by Campaign Execution.
• Trains members of Campaign Execution as part of the implementation of new capabilities.

Campaign specific:

• Work collaboratively with cross-functional teams, especially marketing, and sales, to successfully deliver retail marketing acquisition and retention campaigns.
• Serve as the key subject matter expert for marketing on operational and IT capabilities, knowledgeable on all processes across the customer lifecycle.
• Support development of ongoing operational processes for new campaigns where needed, including the launch of new commodity products and prices to market.
• Facilitate report development for Campaign Execution in support of campaigns.

Product specific:

• Work with Product Development teams to ensure that new product documentation and requirements are complete.
• Communicate Product Development status regularly to key campaign stakeholders.
• Manage the Product Development project queue and work with IT to prioritize through schedule conflicts and ensure timely delivery.
• Manage the development, implementation, and launch of new products with IT and Operations.
• Serve as the post-launch product expert for the resolution of operational and customer concerns/questions. Refer issues as necessary for further analysis/decisions.
• Serve as Subject Matter Expert for automated product development applications ensuring required results are being delivered.

Project specific:

• Document charter outcomes for new initiatives; investigate alternative approaches to achieve results and key measurable outcomes.
• Work with key stakeholders to develop and analyze business cases and requirements for new marketing capabilities and system enhancements.
• Obtain leadership approval on committed outcomes and business cases.
• Identify skills required to implement projects, formulate a team, and manage them to achieve project outcomes. Accountable for successful project implementation.
• Design and implement User Acceptance Testing scripts to ensure the successful launch of new capabilities.

Qualifications:

• An undergraduate degree from an accredited four-year college or university is required with a focus on operations, computer science, or engineering preferred.
• 2-4 years of professional experience required.
• 1-2 years related experience in an Operations/IT/Project Management/Consulting role preferred.

Additional Knowledge, Skills and Abilities:

• Knowledge of retail competition, customer protection rules, and Competitive Retailers.
• 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 as a solid team player.
• Comfortable working with cross-functional business teams composed of people with diverse backgrounds.
• Attention to detail with organizational and problem-solving skills.
• Exhibits technical and analytical aptitude.
• Excellent communication skills, both written and verbal.
• Demonstrates strong work ethic.
• High level of honesty and integrity.
• Handles multiple tasks simultaneously.
• Makes good business judgments/decisions.
• High initiative.
• Results-oriented.
• Proficient in Microsoft Office products (Word, Excel, Visio, PowerPoint) and MS Projects.