Transactional Communications Senior Manager

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What you'll be doing...

Transactional Communications are a critical part of the customer experience at Verizon. They provide confirmations, deliver information about products and services, and generally serve as a guide for the customer throughout their lifetime at Verizon. These communications lower call volumes, drive revenue, improve the customer experience and increase loyalty. Working in transactional communications is one of the best ways to get exposure to many parts of the business and understand the inner workings of Verizon.

As a Senior Manager on our Transactional Communication team within the Value Based Marketing function, you will have the autonomy to oversee all aspects of transactional campaign deployment. You will work with business stakeholders across all parts of the business, agency creative, and development teams on strategic and tactical elements. You will be supported by project management, data strategy, technology, and legal, working together to design, create, and execute successful communications and best in class customer experiences.

The ideal candidate will have experience building CRM communications programs requiring multiple data sources and has a proven ability to dig deep into both business and technical needs to solve problems as they inevitably arise. Ideally they will have an understanding of commercial marketing tools and other platforms designed to build, test, and deploy communications. They are willing and able to work in a fast-paced environment and adjust on the fly to changing requirements and priorities. Most importantly, they are comfortable translating input from non-technical teams into a clear communications strategy and requirement set for our IT teams that will help drive great customer experiences.

Responsibilities include:

• Collaborating with stakeholders to understand business and customer experience objectives, translating requirements into a clear and concise communications strategy (vehicles, cadence, variations, etc).

• Overseeing creative partners for copy and design elements, providing input where necessary based on timing needs and/or expertise on broader business objectives, and keeping in mind consistency in tone, brand alignment, and clarity across all customer-facing messages.

• Working closely with development teams to ensure the communication requirements and design are properly built and orchestrated as expected.

• Working with QA team to ensure the communications meet functional and quality standards,; perform final reviews and approvals before deployment to production.

• Managing your projects from start to finish, including timelines, deliverables, conflict resolution, and stakeholder approvals.

• Maintaining up-to-date documentation of communication workflow, requirements documentation, Jira tickets, and processes for future reference and audit purposes.

• Become the SME for your part of the communications universe, delivering insight and ideas for optimizing programs, understanding how new requests fit into existing journeys, and overall continuous improvement.

What we're looking for...

You'll need to have:

• Bachelor's degree or four or more years of work experience.

• Six or more years of relevant experience required, demonstrated through one or a combination of work and/or military experience, or specialized training.

• Experience managing complex projects and operate under tight time frames.

• Marketing experience with a customer experience focus.

• Experience managing external partners and agencies.

• Experience with and knowledge of technical aspects of 1:1 communications as well as copy, creative and strategy, such as dynamic data, triggering and orchestration systems.

• Experience with project management and related tools (e.g. JIRA).

Even better if you have:

• Bachelor's degree in Marketing or Business.

• Excellent communication and presentation skills.

• Expertise in customer communications architecture and processes.

• A tireless attention to detail, both on communication copy/creative as well as date/technical requirements.

• Digital Marketing experience.

• Experience with commercial marketing software and/or tools.

• Knowledge of agile development process.

If Verizon and this role sound like a fit for you, we encourage you to apply even if you don't meet every "even better" qualification listed above.

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