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Customer Communications Director
Elavon
Atlanta, GA, United States
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ABOUT US -https://www.elavon.com/about/company
About Elavon
Our customers want to expand their business opportunities. We help them get there.
From e-commerce to mobile wallets and chip card acceptance, Elavon helps businesses, small and large, accept all payment types – and reap the benefits at the end of the day. Whether they need a simple or sophisticated payment solution, we’ve got them covered.
For 25 years, we’ve helped more than one million customers around the world grow their business through payments. Our flexible, secure and innovative payment solutions help businesses attract and keep customers, develop partner relationships, process payments and simplify operations.
Here’s a little bit more about our breadth and expertise:
• We are consistently rated among the top five global payment providers
• We process more than 3 billion transactions annually around the world
• We provide payment tools customized by industry type
• We’re backed by the strength and stability of U.S. Bank, the fifth largest commercial bank in the U.S.
• Our company operates in 10 countries
• Our call centers are open 24/7, and our team is always ready to help
Growing a business in a fast-moving world is challenging. Let us help you succeed.
Elavon is currently a Customer Communications Director, who will lead initiatives that build loyalty and a positive customer experience – these two endeavors are what drive this position. The Customer Communications Director will be responsible for developing strong relationships with managers across the business, as well as building communications programs that help expand and nurture existing customer relationships. As a strong customer advocate, this person will also play a critical role in helping the company build upon its global/U.S. Bank customer-driven culture.
The ideal candidate is a corporate communications professional who knows how to write and lead and is savvy with digital communications tools. In addition, she/he has hands-on experience developing and executing integrated communications campaigns within a complex business model. Additional responsibilities include:
Providing strong, effective customer communications:
• Develops and executes customer communications strategy to fulfill customer activation and retention goals;
• Writes for multiple mediums to increase customer engagement, such as websites, emails, social media, videos, e-books, PowerPoint presentations, podcasts and more;
• Tracks performance and effectiveness of efforts;
• Develops thought leadership program that includes ways to break topics into nuggets and push out through various communications media;
• Oversees customer experience content on the company’s customer portal and Elavon.com to deliver a meaningful customer experience;
• Uses market research – primary, secondary and informal – to identify opportunities for educating customers and delivering information in a way most appropriate for different audiences;
• Owns adherence to the corporate brand guidelines in all communications, as well as entity branding or co-branding for larger partners; and
• Provides project planning, concept development, research, interviewing, writing, editing, proofreading, and interfacing with and directing the work of external agencies.
Developing sound processes:
• Develops editorial calendars for Elavon.com and customer portal;
• Drives communications strategy to fulfill company goals and proactively develops initiatives;
• Interfaces with cross-functional teams throughout the larger organization in the fulfillment of the organization’s business goals; and
• Manages project budgets and expenditures within company process.
Understanding business objectives:
• Remains in constant contact with customer management and operations leadership and managers to determine communications needs;
• Keeps internal stakeholders informed and evaluates effectiveness as needed;
• Obtains internal approvals and buy-in; and
• Stays plugged in with all key support services and business areas, as well as external suppliers.
Qualifications
Basic Qualifications
• Bachelor’s degree in Communications, Journalism, Marketing or related field, or equivalent work experience
• Six-plus years of writing experience, with the ability to establish strong relationships with stakeholders to get the work done
• Flexibility, ability to deal under pressure, quick thinking, and a positive attitude are critical for this function
• Strong writing skills are a must!
• Proven ability to successfully handle multiple projects and meet critical deadlines within a complex business model
• Ability to translate complex ideas and concepts into language easily understood by non-specialists
• Team player, who is results-oriented, service-oriented, and has a passion for creativity and innovation
• Attention to detail, strong analytical thinking, and problem-solving skills
• Strong interpersonal skills to facilitate work with a wide range of individuals and groups
Preferred Qualifications
• 10-15 years of demonstrated, progressive experience in planning and executing customer digital communications campaigns
• Passion for great writing!