Lead, Customer & Business Communications

Responsibilities

• Plan, manage and implement relevant and engaging customer content for the Tennessee region, in collaboration with the Communications and Marketing team
• Implement customer communications for the transition of new Tennessee customers to Spire; own the responsibility for engaging with third parties to meet communication deadlines
• Manage and coordinate development of customer communications in support of safety, regulatory and compliance, customer experience, legal and business development that align with Spire’s companywide vision, driving engagement, supporting customer retention efforts and strengthening community relationships
• Implement and maintain communications and marketing programs targeted toward customers and employees using all relevant and established communications channels, including the employee intranet, multimedia, newsletters, email and other vehicles as appropriate in collaboration with the broader corporate communications team
• Provide local support for internal communication needs in collaboration with the employee communications team
• Support Nashville-area marketing initiatives, helping to align messaging and execution with broader corporate goals
• Collaborate with the Customer Communications and Marketing Manager and the Communications team to support local business and economic development initiatives
• Provide front-line support for community impact and engagement efforts in the Nashville area, as needed
• Support employee engagement activities, including employee volunteerism, nonprofit events, corporate initiatives and other activities as needed
• Serve as local media contact for the Tennessee utility, handling public relations, issues management and crisis communications with the field, operations/dispatch, claims, customer experience and leadership teams while serving as the company spokesperson as needed. Maintain the local 24/7 media line and coordinate media requests in collaboration with other team members

Requirements

• Bachelor’s degree in communications, marketing, business, journalism, or related field
• Accomplished communications professional with at least ten years of professional work experience in a variety of communications areas, such as customer communications, public relations, advertising, customer experience, etc.
• Customer communications experience strongly preferred
• Professional work experience in supporting media and public relations
• Proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint), digital technologies and social media tools. Ideal candidate has marketing automation experience
• Ability to make data-informed decisions
• Understanding of Nashville region and its framework of communities and key stakeholders
• Familiarity with working in a regulated industry preferred
• Extensive experience in project management

Preferred

• Experience with marketing automation tools, marketing technology platforms and digital-first best practices preferred.
• Ideal candidate will have a strong customer communications background and experience with implementing a wide range of communication tactics.