Manager of Customer Communications

Work Place Flexibility:

Onsite

Legal Entity:

Entergy Services, LLC

This is an onsite position located in New Orleans, LA or The Woodlands, TX. Relocation assistance is provided for those outside of a 50 mile radius of our office in New Orleans, LA or The Woodlands, TX. Sponsorship is not provided. The official job title for this position is Mgr, Customer Communications.

Job Summary/Purpose

The manager of customer communications oversees a team responsible for providing strategic communications support to Entergy’s integrated customer organization – working to collaboratively develop and implement effective communications internally and externally. Imperatives for the role include proactively assessing stakeholder communications opportunities and challenges, collaborating with other Entergy groups, such as, marketing, customer service and regulatory affairs teams, as well as peers on the utility, advertising and branding, creative services teams and other disciplines within communications, and working with company leadership to inform and build employee engagement across the integrated customer organization.

Job Duties/Responsibilities

- Communications strategy, counsel and oversight : Develop and execute internal and external communications strategies that support business objectives and convey the company’s progress in delivering extraordinary customer experiences while also bringing to market innovative communications solutions that keep pace with evolving customer needs and expectations. Offer ongoing communications counsel and guidelines to customer organization management regarding company brand standards, external speaking opportunities, key customer wins promotion and employee engagement opportunities.

- Cross-functional collaboration: Ensure timeliness, coordination and consistency in messaging and campaign development with marketing communications, as well as operating company communications, public affairs and regulatory leads to ensure integrated internal and external strategies that support business needs.

- Employee communications: Offer counsel to the customer organization on internal communication opportunities and assist the customer organization in leveraging internal platforms and publications to educate and engage employees both within their own line of business and across the company.

- Customer communications and campaigns: Develop and execute integrated customer campaigns, for example, bill support or scam awareness. Provide support and ensure alignment across Entergy’s five operating companies, including campaigns and other ongoing communications to customers. Work with the company’s research team to leverage data-driven communications strategies that impact customer sentiment. Knowledge of customer satisfaction measurements, like Net Promoter Score, is a plus.

- Asset development and content review: Serve as communications lead for the integrated customer organization for any content or asset creation – liaison to the company’s creative services team. Work with internal stakeholders and team members to define messaging requirements, budget, timing and scopes of work for projects and deliverables to support a holistic corporate customer communications strategy. Ensure all internal and external-facing communications are in alignment with approved talking points, company brand standards, AP style and general communication best practices.

- Team and work management: Work with staff to develop annual communications goals and development plans and provide ongoing coaching and training opportunities to help them achieve those objectives. Proactively assess customer-facing metrics from our work and regularly identify opportunities for improvements. Communicate plans to management and other stakeholders to keep teams informed of plans and project status.

- Industry and team best practices: Stay abreast of evolving industry and business issues, new trends in digital and social media, and emerging technologies and incorporate into communications strategies and plans. Ensure talent development through effective performance reviews, knowledge sharing and career opportunities. Provide clear vision and strategy, building a safe, inclusive and engaging work environment.

- Crisis communication support: Offer communications support during storms or other emergencies, ensuring accurate and timely messages are shared with the appropriate audiences. Onsite participation may be required during an active response.

Minimum Requirements

Minimum education required of the position

Bachelor's Degree in English, Communications, Journalism, Public Relations or a related field preferred; or equivalent work experience.

Minimum Experience Required Of The Position 7+ years of related work experience; utility industry experience preferred

Minimum Knowledge, Skills And Abilities Required Of The Position

- Management experience with an ability to oversee projects, strategic programs and production execution.

- Risk identification and mitigation planning that impact our stakeholder groups.

- Experience in crisis communications planning and response, strategic and integrated communications planning, public speaking, positive storytelling that supports the strategy and brand, and cross-functional collaboration and consensus building.

- Exceptional writing, editing and verbal communications and planning skills, including experience in media relations and AP style knowledge.

- Work as a strategic coach and business advisor to multiple leaders and teams – a natural collaborator.

- Positive leader, team player, self-starter and possess a data-driven mindset.

Some business travel required.

Primary Location:

Louisiana-New Orleans Louisiana : New Orleans || Texas : The Woodlands

Job Function

: Professional

FLSA Status

: Professional

Relocation Option:

Level I

Union description/code

: NON BARGAINING UNIT

Number of Openings

: 1

Req ID:

120006

Travel Percentage

:Up to 25%

An Equal Opportunity Employer, Minority/Female/Disability/Vets. Please click here to view the EEI page, or see statements below.

EEO Statement:

The Entergy System of Companies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws. The Entergy System of Companies complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment including, but not limited to, recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

The Entergy System of Companies expressly prohibits any form of unlawful employee harassment based on race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of the Entergy System of Company employees to perform their expected job duties is absolutely not tolerated.

Accessibility:

Entergy provides reasonable accommodations for online applicants. Requests for a reasonable accommodation may be made orally or in writing by an applicant, employee, or third party on his or her behalf. If you are an individual with a disability and you are in need of an accommodation for the recruiting process please click

here

and provide your name, contact number, the accommodation requested and the requisition number that you are requesting the accommodation for. Employee Services will contact you regarding your request.

Additional Responsibilities:

As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.

Know Your Rights: Workplace Discrimination is Illegal

The non-confidential portions of the affirmative action program for individuals with disabilities and protected veterans shall be available for inspection upon request by any employee or applicant for employment. Please contact HRCompliance@entergy.com to schedule a time to review the affirmative action plan during regular office hours.

Working Conditions

As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.

Please note:

Authorization to work in the United States is a precondition to employment in this position. Entergy will not sponsor candidates for work visas for this position.