Exec Dir Brand & Customer Comms

# Exec Dir Brand & Customer Comms

Location:

JACKSON, MI, US

Company: Consumers Energy

Consumers Energy is Michigan’s largest energy provider, providing natural gas and/or electricity to 6.8 million of the state’s 10 million residents in all 68 Lower Peninsula counties. Consumers Energy knows job number one is to keep the lights on for customers. We are committed to delivering reliable, clean, and affordable energy to our customers 24/7.

This position is not eligible for immigration sponsorship, e.g., H-1B, TN, etc. Please do not apply if you will need immigration sponsorship for a work visa now or in the future, including sponsorship for H-1B, TN, etc., now or in the future. We are unable to hire individuals with CPT, OPT, or STEM OPT for this position as the position is not eligible for participation in the H-1B lottery program and is not eligible for current or future immigration sponsorship for a work visa.

Location: This is a hybrid (virtual/onsite) position with required onsite days on Monday, Tuesday and Thursday and may be assigned to any Consumers Energy Service Center located throughout Michigan's lower Peninsula however the preferred headquarter would be in Jackson, MI. The selected candidate must be within a commutable distance or willing to relocate (relocation package is available for those that qualify).

General Summary of Job Responsibilities

The Executive Director, Brand & Customer Communications is an enterprise‑level leadership role responsible for defining, governing, and activating the company’s brand and customer communications ecosystem. This role sets the strategic direction for how the organization communicates with customers and external audiences across all channels, ensuring clarity, credibility, relevance, and trust in a complex, highly visible, and regulated environment. As the senior steward of the brand voice and customer narrative. The role establishes the strategy, governance, and operating model that align brand, communications, marketing, Voice of the Customer, and Experience Design into a unified, disciplined system with clear priorities, standards, decision rights, and performance accountability. The Executive Director holds end‑to‑end accountability for customer‑facing communications strategy, development, execution, and measurement, including brand strategy, content and creative services, channel strategy and execution, operational communications, and the tools, standards, and processes required to deliver work at scale.

The Executive Director translates evolving business priorities into clear narratives, integrated campaigns, and customer experiences that drive trust, engagement, program participation. Success is defined by measurable impact on brand health, reputation resilience, execution speed, and customer and business outcomes.

Essential Duties and Responsibilities

- Establishes performance management, operating cadence, and governance for brand, communications, and experience investments, leveraging data, digital platforms, marketing technology, and responsible use of AI to improve effectiveness and speed‑to‑market.

- Leads enterprise Experience Design efforts across digital and assisted channels, embedding research, usability, accessibility, and design standards to reduce customer effort and improve task success.

- Provides enterprise leadership and strategic direction for brand, communications, marketing, Voice of the Customer, and Experience Design, ensuring these functions operate as an integrated system aligned to business priorities.

- Establishes and stewards clear enterprise narratives, brand standards, and governance to ensure consistent, accessible, and compliant communications across all customer and stakeholder touchpoints.

- Leads integrated communications and marketing strategies that build trust, support reputation resilience, improve understanding, and drive measurable customer behaviors including program participation, digital adoption, and service outcomes.

- Oversees enterprise service communications and customer journey engagement across key moments, ensuring clarity, relevance, and scalability during routine operations as well as high‑volume or sensitive events.

- Builds, develops, and leads a high‑performing organization with clear decision rights, accountability, and a healthy, inclusive culture, partnering across the enterprise to deliver consistent and impactful customer experiences.

- Elevates Voice of the Customer into a trusted enterprise capability, translating customer feedback, sentiment, and behavioral insights into prioritized actions and closed‑loop performance improvements.

- Other duties as assigned or may be necessary.

Knowledge/Skills/Abilities

- Experience operating in regulated or highly scrutinized industries (e.g., energy, financial services, healthcare, telecommunications)

- Demonstrated ability to translate business strategy into clear, compelling narratives that drive measurable outcomes

- Fluency in digital channels and marketing technology, with experience applying data and AI responsibly (automation, personalization, and insight generation) in regulated environments

- Strong executive presence with the ability to influence senior leaders

- Proven leadership and talent development skills, including building senior leadership capability, holding teams accountable for outcomes, and fostering a culture of rigor, collaboration, and customer‑first thinking.

- Proven executive leadership experience in brand, communications, or marketing roles within complex organizations

- Track record of leading integrated campaigns that influence customer behavior at scale

- Experience building and leading high-performing teams

Education

- Bachelor's degree in Business, Communications, Strategy or related field and 12+ years in senior leader role with enterprise-wide oversight of brand, communications, and stakeholder engagement functions within complex, matrixed organizations. Demonstrated success in shaping long‑range vision and translating it into actionable strategies, business plans, and integrated communications that drive organizational performance, strengthen brand reputation, and deliver measurable business results. Skilled in influencing across executive teams, optimizing cross‑functional alignment, and leading high‑performing teams to execute with excellence in dynamic, fast‑paced environments. - [OR] Associate's degree in Business, Communications, Strategy or related field and 14+ years in senior leader role with enterprise-wide oversight of brand, communications, and stakeholder engagement functions within complex, matrixed organizations. Demonstrated success in shaping long‑range vision and translating it into actionable strategies, business plans, and integrated communications that drive organizational performance, strengthen brand reputation, and deliver measurable business results. Skilled in influencing across executive teams, optimizing cross‑functional alignment, and leading high‑performing teams to execute with excellence in dynamic, fast‑paced environments. - [OR] High School diploma and 16+ years in senior leader role with enterprise-wide oversight of brand, communications, and stakeholder engagement functions within complex, matrixed organizations. Demonstrated success in shaping long‑range vision and translating it into actionable strategies, business plans, and integrated communications that drive organizational performance, strengthen brand reputation, and deliver measurable business results. Skilled in influencing across executive teams, optimizing cross‑functional alignment, and leading high‑performing teams to execute with excellence in dynamic, fast‑paced environments.

Why should you join our team?

At Consumers Energy, we offer more than just a place to work. We foster a culture that supports career development, growth, and stability, and we take pride in offering our co-workers excellent benefits and compensation packages. We are deliberately creating an inclusive culture that makes our diverse team of co-workers feel valued, supported, and empowered every day. We're a company made up of thousands of people, all with different stories to share and work to do, but we stand united in our company purpose: world class performance delivering hometown service.

What we offer:

- Competitive compensation packages

- Medical, Dental and Vision

- 401k with company match

- Paid parental leave

- Up to 13 paid Holidays

- Paid time off

- Educational Assistance Program

Diversity, Equity & Inclusion:

We, at CMS Energy, value Diversity, Equity, & Inclusion. It is part of our DNA. We treat our employees with respect, we treat each other fairly and we value the opinions of others. We are passionate about building and nurturing an environment where everyone feels included. We don’t discriminate. We seek to learn about each other and better understand our unique differences. Our uniqueness makes us authentic. We create safe spaces where everyone can be who they truly are. We invite difficult conversations and uncomfortable topics. We value diverse perspectives; this is what makes us great together. We harbor an inclusive environment where employees feel empowered to share their backgrounds, experiences, and ideas. Our Employee Resource Groups, Women in Energy (WE), Minority Advisory Panel (MAP), Pride Alliance of Consumers Energy (PACE), GENERGY, capABLE, Interfaith and Veterans Advisory Panel (VAP) are key enablers to living the values of our company culture: Caring, Empowered, Deliberate, Agility, and Ownership.

All qualified applicants will not be discriminated against and will receive consideration for employment without regard to protected veteran status, disability, race, color, religion, sex, age, sexual orientation, gender identity or national origin.

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