Comcast Hiring for Manager, Billing & Service Comms at Philadelphia, Pennsylvania Full Time

Comcast brings together the best in media and technology. We drive innovation to create the world’s best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary

The Lifecycle Marketing Service Communications team works to improve customer experience and bolster brand love throughout the customer lifecycle by infusing brand voice, transparency, and cutting edge marketing technology into omnichannel messaging for Xfinity products and services. Our billing and payments communications are key touchpoints in helping build the Xfinity brand. The Manager, Billing and Service Communications is responsible for developing and implementing communications strategies for a best-in-class billing and payment experience for Xfinity customers. The ideal candidate has experience in using customer and competitive insights and data to drive marketing strategies; is able to develop winning creative treatments in collaboration with agencies; and can execute communication plans through to completion. The ideal candidate should also have strong attention to detail as well as proven experience in managing multiple projects simultaneously and moving them forward. In addition, the ideal candidate is comfortable working cross functionally to gain buy-in and alignment on approach, core strategies and communication tactics. Key success metrics include increases in Brand Love and Pay Journey NPS as well as digital payment adoption while also seeking to reduce customer contact rates.

Job Description

Core Responsibilities

• Develop strategies to achieve business goals. Design and execute test and learn plans

• Optimize marketing strategies and creative to achieve best-in-class customer engagement, e.g. email open and click through rates, direct response actions, etc.

• Work with agencies and internal partners to access relevant data for sending marketing and reading results.

• Work with the service comms deployment team to build optimal messaging journeys

• Drive personalization to maximize transparency, relevancy and impact.

• Partner with other internal teams, including Customer Experience, Finance, Digital, Brand, Lifecycle Marketing, and technology teams to drive a seamless customer experience.

• Work with creative agencies to develop creative for different channels

• Consistent exercise of independent judgment and discretion in matters of significance.

• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.

• Other duties and responsibilities as assigned.

Other Specific Skills:

• Direct marketing experience, with email marketing experience preferred.

• Experience working with bill marketing preferred.

• Strong written and verbal communications skills.

• Ability to manage multiple projects concurrently in a fast-paced environment.

• Experience working with creative agencies to develop marketing and customer communications.

• Advanced PowerPoint and visualization skills.

• Strong interpersonal skills

• Ability to work as part of a team, and with cross-functional partners.

• Ability to use customer insights, data, and competitive analysis to drive innovative strategies

• Problem solving – ability to dive into work, understand problem, and provide innovative solutions

• Ability to move seamlessly between creative, technologies, presenting

• Ability to understand communications challenges not just through a marketing lens, but through the customer lens.

• Ability to adapt quickly and think outside the box as programs change and evolve

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.

• Own the customer experience – think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.

• Know your stuff – be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.

• Win as a team – make big things happen by working together and being open to new ideas.

• Be an active part of the Net Promoter System – a way of working that brings more employee and customer feedback into the company – by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.

• Drive results and growth.

• Respect and promote inclusion & diversity.

• Do what’s right for each other, our customers, investors and our communities.

Disclaimer:

• This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Comcast is an EOE/Veterans/Disabled/LGBT employer.

Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.

Education

Bachelor’s Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Relevant Work Experience

5-7 Years

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary (https://jobs.comcast.com/life-at-comcast/benefits) on our careers site for more details.