Customer Communication Representative - Communications & Branding

FirstEnergy • Akron, OH

23h • Onsite

About The Position

This position serves as a strategic advisor to internal partners, bringing expertise in communications strategy, customer experience and digital engagement. The role requires a strong technology mindset, leveraging modern communications tools and data to deliver personalized, scalable and effective customer communications. The successful candidate combines strong communications expertise with analytical thinking, digital fluency and a continuous improvement mindset. This role requires the ability to translate complex topics into clear, customer-friendly messaging while using insights and technology to optimize performance. This position reports to the Manager, Customer Communications, in the Communications & Branding department and is based on site within FirstEnergy’s service area.

Requirements

• Bachelor's degree in Digital Marketing, Communications or related discipline
• Minimum 5-7 years relevant work experience, including proven results executing strategic communications programs
• Ability to work independently and collaboratively across the organization
• Possess and demonstrate good problem-solving skills and decision-making abilities
• Expert written and verbal communication skills and ability to guide development of compelling content
• Familiarity with analytics tools and comfort working with data and translating insights into strategy
• Good team player with strong organizational and project management experience
• Ability to develop effective working relationships with employees at all levels
• Able to work under tight deadlines, manage multiple projects and prioritize work
• Proficient in Microsoft Office applications (Word, PowerPoint, Publisher, Office 365, SharePoint)

Nice To Haves

• Experience with utilities or other regulated industries a plus
• Experience with email platforms and website content management systems preferred
• Experience shooting and editing video a plus

Responsibilities

• Collaborate with the Customer Insights team to identify customer communications strategies and methods for evaluating the business impact of communications initiatives
• Use multiple sources of data to drive communications strategy, including implementing customer segmentation where possible
• Lead the development and execution of data-driven communications strategies to advance key initiatives, educate customers and promote customer-focused programs, such as bill assistance programs, care center initiatives, etc.
• Partner with internal teams and/or partner agencies as needed to execute digital media and social media campaigns
• Define and track KPIs, using insights to continuously optimize campaigns and demonstrate business impact
• Create clear, engaging and customer-friendly content across channels, including website, email, print, social media and emerging digital platforms
• Leverage technology platforms to deliver targeted communications
• Explore and adopt emerging technologies (e.g., AI-assisted content development) to improve efficiency, personalization and performance
• Serve as a strategic advisor to internal partners, providing guidance on opportunities and risks, best practices, messaging and customer experience
• Support the planning, development and implementation of customer materials through mailings, social media, email and more
• Write customer-focused feature content for the website and customer newsletter
• Work with the website team to support reviewing and releasing website content, including identifying communications/marketing needs for new features and offerings
• Prepare talking points and other internal support materials for the Customer Care Center and other groups as needed for new or updated customer tools and programs
• Keep the Manager, Customer Communications, informed of all important milestones, risks and key decisions
• Support emergency response for large-scale outages or other significant events, including during evenings and weekends as needed
• Serve on the media on-call rotation, providing evening and weekend response for media inquiries related to power outages

Benefits

• 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
• skills development training with tuition reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level