Senior Channel Strategy Manager

This is the career/senior level of the job hierarchy. Employees at this level manage work in areas of specialization, with minimal supervision.  This position supports social media community management, social media proactive content creation and channel compliance and management. Incumbents are expected to develop advanced skills and to have the ability to work independently, with guidance limited to unusual or complex projects or issues. They are fully competent in use of concepts . They identify problems, develop solutions and take actions to resolve. Represents a level at which career may stabilize for many years.

Supports, manages, analyzes and prioritizes enhancements, fixes, reporting, and analytics to contact channels. Provide collaborative consultation and execution of digital customer support and channel effectiveness across organizations, stakeholders and external resources.

• Provides functional support for one or more customer contact channels. May include: public and authenticated websites, chat, IVR/telephony, social media, and mobile.

• Monitors channel health and stability. Develops and implements channel strategies and requirements. Conducts research and benchmarking studies, and develops best practices for one or more customer contact channels.

• Serves as an expert to the immediate work group and other departments. Evaluates and defines channel content and features to meet customer and corporate needs.

• Works with business and product owners to manage and prioritize enhancements to contact channels including public and authenticated websites, chat, social media, and mobile.

• Works with business and product owners to set requirements/stories for channel enhancements Prioritizes work for the channel(s)

• Participates in projects, POCs, and as a SME for agile projects as needed

• Manages, analyzes, monitors and reports out channel, campaign, and communication metrics

• Works collaboratively with internal groups and individuals to schedule and ensure the channel has new, accurate, relevant, and engaging content

• Develops and ensures channel guidelines, policies, standards, and response strategies align to customer engagement efforts.

• Develop strategies to improve or expand self-service and respond to customers' needs.

• Collaborate with other business units, IT, agile teams, external resources, and peers on changes to functional requirements or new features for contact channels. Works with product owner(s) to maintaining and communicating channel roadmap with stakeholders and leadership. Responsible for administration of platform governance and channel reporting.

• Manage any training, onboarding, regular check-ins, and off boarding of Platform and channel processes for core channel users and internal or external support teams (CCO, Vendors).

• Safety first, safety focus

• Customer-first mindset, understands & applies VOC in daily and project work

• Serves in storm role for channel(s)

• Provide staffing protocols, platform administration and training protocols for major events

• Bachelor’s degree in Communications, Marketing, Business, Public Relations, New Media Interactive Development

• In addition to required degree, five (5) or more years related work experience

• In lieu of Bachelor’s degree(s) AND five (5) or more years related work experience listed above, High School/GED AND eight (8) or more years related work experience

• Must be proficient in Sprinklr platform and extensive experience in social community management

• Must have experience in social media content creation including copy writing and design

• Must be able to work cross-functionally to support Duke Energy social media channels after hours and for storm support

• Working knowledge of:

• Customer-first, VOC directed development

• Agile development process & Jira

• A/B testing

• Web or Social: marketing and content development

• B2B or B2C customer experience development

• Outbound channels: voice, email, text, and push

• Cross-channel communications & marketing

• Power BI or similar

• Microsoft Office (Word, PowerPoint, Excel)

• Ability to persuade, build consensus, and execute

• Excellent written, oral, and presentation skills in formal and informal settings

• Additional but not essential education or experience

• Understanding of: HTML/Web/Mobile/Chat/Chatbot, Social Media Engagement/Marketing, web analytics

• Demonstrated analytical and problem solving skil

• Innovative and creative problem solving skills

• The ability to take on ambiguous assignments, adjust to short timelines, create deliverables, and deliver results

• Familiar with Duke Energy customer facing applications and outbound communication channels

• Demonstrated time management, personal organization skills, detail oriented, and able to effectively multitask

• Coordinate work with designers, copywriters, marketing managers, agencies, external resources, and application support teams

• General knowledge/experience with Duke billing systems, testing tools and processes, energy efficiency & sustainability programs, customer delivery, large account managers, commercial and industrial customers, and non-regulated products & services\

• Application support experience

• Prior experience reviewing/writing: epics, agile stories, test scripts, and business requirements

• Understanding project management basic principles

• Spanish reading and writing skills a plus

• Experience in the utility industry

• Hybrid – Work will be performed from both remote and onsite locations after the onboarding period. However, hybrid employees should live within a reasonable commute to the designated Duke Energy facility.