Manager, Customer Communications

FirstEnergy at a Glance

We are a forward-thinking electric utility powered by a diverse team of employees committed to making customers’ lives brighter, the environment better and our communities stronger.

FirstEnergy (NYSE: FE) is dedicated to integrity, safety, reliability and operational excellence. Headquartered in Akron, Ohio, FirstEnergy includes one of the nation's largest investor-owned electric systems, more than 24,000 miles of transmission lines that connect the Midwest and Mid-Atlantic regions, and a regulated generating fleet with a total capacity of more than 3,500 megawatts.

About the Opportunity

This is an open position with the FirstEnergy Service Company, a subsidiary of FirstEnergy Corp. [SC00]

The Manager, Customer Communications will lead a motivated team of professionals focused on transforming FirstEnergy’s direct engagement with six million customers across five states (OH, PA, WV, MD and NJ).

This exciting and highly visible opportunity within FirstEnergy requires a highly effective communicator with expertise in customer marketing, strong writing and editing skills, a solid understanding of customer engagement trends and a thorough knowledge of digital media best practices.

The position reports to the Director, Communications & Branding, with its principal offices located at FirstEnergy’s corporate headquarters in Akron, Ohio. A remote work arrangement will also be considered.

Responsibilities include:

• Guiding the development and implementation of comprehensive communications plans and digital marketing strategies that effectively engage customers in their preferred channels
• Through effective communication and engagement tools, position FirstEnergy as an energy advisor that our customers can count on for assistance, education and new service offerings
• Establishing a consistent voice, message, and brand persona across all communication channels
• Managing the workflow of the customer engagement and digital strategy team, delegating tasks and ensuring business goals, deadlines and performance standards are met
• Providing coaching and mentoring to help team members reach their full potential and career goals
• Reviewing social content ideas, coaching team members through the content creation process and serving as main editor for team’s work products
• Directing outside agencies retained to support customer engagement campaigns
• Setting and analyzing social media and feedback metrics in comparison to current benchmark/goals
• Collaborating with other Communications team leadership, including Internal Communications and External Communications, to share ideas and content
• Fostering productive working relationships with other FirstEnergy business units
• Cultivating and maintaining strong working relationships with company leadership
• Working with the manager, Internal Communications, to build greater understanding and buy-in of FirstEnergy’s customer-focused approach among internal audiences, including employees
• Contributing leadership and support during large scale outages or other significant events as needed
  

Qualifications include:

• Bachelor’s degree in Communications, Marketing or related discipline required
• Minimum 15 years’ relevant work experience required. Relevant work experience will include high-level communication expertise, proven digital communications experience and knowledge of social media and data analytics
• Proven experience leading and developing a high-performing team of diverse individuals
• Ability to establish challenging goals and motivate team members to succeed
• Ability to work collaboratively in a consultative role with senior leadership
• Expert written and verbal communication skills and ability to guide development of strategic and compelling communications
• Strong editing and analytical skills
• Good team player with strong organizational and project management experience
• Experience working with tight deadlines, ability to manage multiple projects and prioritize work for self and team
• Ability to occasionally provide afterhours and weekend support during significant outages, storm events and other crisis situations
• Willingness to travel to other FirstEnergy locations, as needed
• Experience in the utility industry a plus but not necessary
• Proficient in Microsoft Office applications (Word, PowerPoint, Publisher, Office 365, SharePoint)
  

Benefits, Compensation & Workforce Diversity

At FirstEnergy, employees are key to our success. We depend on their talents to meet the challenges of our changing business environment. We are committed to rewarding individual and team efforts through our total rewards philosophy which includes competitive pay plus incentive compensation, a company-sponsored pension plan, 401(k) savings plan with matching employer contribution, a choice of medical, prescription drug, dental, vision, and life insurance programs, as well as skills development training with tuition reimbursement. Please visit our website at www.firstenergycorp.com to learn more about all of our employee rewards programs. FirstEnergy proudly supports workforce diversity. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with a disability. No recruiters or agencies without a previously signed contract. Unable to sponsor or transfer H-1B visas at this time.

Safety

Safety is a core value for FirstEnergy and is essential to all of our business activities. We ensure employees have the tools, information, and processes to perform their duties in a manner that assures safety for themselves, their co-workers, our customers and the public. Our goals are to provide a safe work environment, to maintain an accident-free, injury-free workplace, and to promote and maintain public safety. To meet these goals, we dedicate ourselves to achieving world-class safety standards.

Position Classification

Exempt

FirstEnergy Human Resources Team