Job Description

Our client is a leading provider of sustainable energy solutions, specializing in renewable energy sources such as wind, solar, and battery storage. With a commitment to innovation and environmental responsibility, they aim to power a brighter, more sustainable future for communities and businesses around the world. Offering a diverse portfolio of energy products and services, they strive to meet the evolving needs of their customers while reducing carbon emissions and promoting energy efficiency. Take your career to the next level by working on a dynamic and innovative team as a Digital Communications Analyst.

Position Overview:
The Program Support groups enable our Go-To-Market and retention teams to improve customer experience and increase customer counts by implementing new products and services, provide operational support, quality assurance, and process improvement to multiple functions across all brands and market regions.

This team is responsible for liaising with IT, Marketing, Call Center, and Operations to accomplish results for the Residential, Small Business, and Builder/Multi-Family market segments. Successful team members can 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).

In this role the Digital Communications Analyst is responsible for SMS and Push notification execution, building and troubleshooting, performing quality assurance review and deployment of the SMS e-communications daily. Additionally this role will support NRG’s products and services that include operational analysis and implementation support for Retail mass marketing products, campaigns, customer marketing programs, marketing channels, regulatory activities and key mass customer correspondences and e-communications.

Essential Duties/Responsibilities:

• Highly motivated, comfortable working both independently and in a team environment with proven record of accomplishing goals and tasks on time
• Manage multiple, concurrent projects and able to deliver.
• Perform daily execution tasks, conducts audits, and prepares reconciliation reports with a focus on timeliness, accuracy, and customer impact.
• Communicate information effectively to cross-functional teams in both written and oral form.
• Able to create and deliver presentations.
• Requires very little direction to get the job done.
• Must exercise initiative, good judgment, and professionalism.
• Taking responsibility for delivering expected and timely outcomes.
• Develops deep subject matter expertise in essential operational tools as necessary.
• Monitors vital operational metrics and responds as necessary to ensure consistently superior operational performance.
• Deliver status updates to key stakeholders at regular intervals.
• Identifies issues when they arise, quickly diagnoses root causes, and implements an appropriate solution.
• Designs/implements/manages robust processes and database solutions to support new business and operational activities.
• Evaluate existing operational processes to ensure appropriate controls are in place and maintain process documentation for all recurring processes.
• Continually evaluate the effectiveness of Program Support processes and initiate processes and system improvement and automation activities.
• Develop approach documentation and 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.
• Design, implement, and execute User Acceptance Testing scripts to ensure the successful launch of new capabilities.
• Facilitate cross-functional team discussions to develop timelines for Retail campaigns, new product development, and project delivery.
• Work closely with the Product Owner to deliver projects, enhancements, and production fixes.

Minimum Requirements:

• 2-5 years of professional experience required.
• 1-2 years related experience in an Operations/IT/Project Management/Consulting role preferred.

Preferred Qualifications:

• Bachelor’s degree from an accredited college or university is preferred.

Additional Knowledge, Skills, and Abilities:

• Develops communications, content, and data element mapping.
• Monitor customer communications for multiple brands – both automated and manual – to ensure compliance with rules, internal policies, and regulatory guidelines.
• Perform quality assurance tests to ensure links, image, 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 the 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.
• Aware of SMS compliance, best practices, and industry standards.
• Familiar with the CAN-SPAM Act.
• HTML, Dreamweaver, and Photoshop experience is preferred.
• Experience with Salesforce Marketing Cloud preferred.
• Ability to work long hours when required.
• Comfortably handles risk and uncertainty as appropriate for level of responsibility.
• Attention to detail with organizational and problem-solving skills.
• Exhibits technical and analytical aptitude.
• 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.
• Excellent communication skills, both written and verbal.
• Demonstrates strong work ethic.
• High level of honesty and integrity.
• Makes good business judgments/decisions.
• High initiative.
• Results-oriented.
• Proficient in Microsoft Office products (Word, Excel, Visio, PowerPoint, Power BI, and MS Project).

Working Conditions:

• Fast-paced, professional environment.
• Hybrid working environment, 3 days in office, 2 remote.
• Nights, weekends, and holidays may be required as special projects arise.
• Lifting, bending, sitting, reaching, and standing manual dexterity may be necessary.
• Minimal travel when necessary.