VP- Customer Communications

Altice USA
United States, New York, Long Island City
Dec 19, 2024
Optimum Are you looking to Optimize your life? Start your exciting path to a rewarding career today! We are Optimum, a leader in the fast-paced world of connectivity, and we're on the hunt for enthusiastic professionals to join our team! We understand that connectivity isn't just a luxury anymore - it's a necessity that empowers lives, fuels businesses, and drives innovation. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. We owe our success to our amazing product, commitment to our people and the connections we make in every community. If you are resourceful, collaborative, team-oriented and passionate about delivering consistent excellence, Optimum is the Company for you! We areOptimum! Job Summary As the Vice President of Optimum B2C and B2B Customer Communications, you will play a pivotal role in shaping our customer engagement landscape. You will be tasked with developing and executing a comprehensive customer communications strategy aimed at enhancing customer satisfaction, loyalty, and advocacy. Leading a talented team of communication professionals, you will be responsible for crafting and delivering clear, concise, and timely communications across a variety of channels-including digital, print, and social media. Responsibilities Strategy Development: Develop and execute a long-term customer communications strategy and toolkits aligned with the company's overall business objectives across our B2C and B2B businesses. Identify key customer segments and tailor communication strategies to their specific needs and preferences. Establish clear KPIs and metrics to measure the effectiveness of communication efforts. Team Leadership: Recruit, hire, and develop a high-performing team of communication professionals, fostering an environment of creativity and collaboration. Cultivate a culture of innovation, encouraging team members to share ideas and approaches that enhance communication effectiveness. Provide guidance and mentorship to team members to ensure their professional growth. Partner with key business functions including PR, Care, Ops to develop and execute effective communications Customer Experience: Analyze customer feedback and insights to identify areas for improvement in communication practices and customer engagement. Develop and implement targeted strategies that enhance the overall customer experience through effective and empathetic communication. Proactively address customer concerns and issues, ensuring timely resolution and fostering a positive relationship with our audience. Channel Management: Oversee the management of multiple communication channels, including TV, digital, social media, and other identified channels. Ensure consistent branding and messaging across all channels. Monitor industry trends and emerging technologies to identify opportunities for innovation in customer communications. Crisis Communication: Develop and implement robust crisis communication plans to effectively manage and mitigate potential crises ensuring business continuity. Lead the company's crisis response efforts, ensuring timely, and accurate information dissemination to customers and stakeholders, particularly during service disruptions or emergencies. #LI-GW1 Qualifications Bachelor's degree in Marketing, Communications, or a related field; advanced degree (MBA or Master's in Communications) preferred 10+ years of experience in customer communications, preferably in the telecom industry Proven track record of leading high-performing teams and delivering results Strong understanding of customer journey mapping and customer experience principles Exceptional written and verbal communication skills, with a knack for storytelling Proficiency in digital marketing, social media strategies, and analytics tools Strong analytical skills, with the ability to interpret data and translate insights into actionable strategies Experience in crisis communication Ability to manage multiple projects simultaneously Strategic thinker with a forward-looking vision for the evolution of customer communications Excellent interpersonal skills, with the ability to build strong relationships across all levels of the organization Adaptable and resilient, with a capacity to pivot in response to changing business environments and industry trends A genuine passion for delivering exceptional customer experiences and a commitment to continuous improvement If you are a dynamic, results-oriented leader with a passion for customer communications and a drive to innovate, we encourage you to apply and join our team in shaping the future of customer engagement at Optimum. At Optimum, we're fueled by our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration, innovation, and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey. If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team, so together, we'll shape the future of connectivity. All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company's discretion based on business necessity. We are an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law. The Company collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law. Applicants for employment with The Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQfor further details. This position is identified as being performed in/or reporting to company operations in New York State. Salary ranges are supplied in compliance with New York State law. Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in the posted location is $178,500.00-$255,000.00/year. The rate/range provided herein is the anticipated pay at the time of hire, and does not reflect future job opportunity. This role is in a union and covered by a collective bargaining agreement.