Manager - Customer Communications & Experience

The Manager of Customer Communications and Experience provides leadership, focus and direction to a team of marketing professionals focused on these core functions:

• Customer Communications – Development and management of communication plans for strategic company initiates and product changes or enhancements that are customer impacting. This includes identifying appropriate communications channels, developing tactical plans and providing creative direction to ensure timely and effective communications to existing customers. 
• Customer Experience – Development and execution of customer experience strategy. This includes tracking, overseeing and optimizing all customer interactions. This also includes developing processes and ensuring appropriate customer communications to improve the customer experience, increase sales and improve the mix of products sold, increase customer loyalty. 
• Customer Loyalty – Development and implementation of customer nurturing programs to increase loyalty and longevity. 
• Sales Readiness – Ensuring that TDS sales channels are equipped to sell all applicable products and services. This includes: Working with both product development and training teams to develop training materials for preparedness of critical product launches prior to actual launch; Responsibility for creating sales collateral and content needed by our sales channel which includes but is not limited to, brochures, presentations, promotional materials, reference tools and white papers; and Assisting sales with the creation and management of the RFP process, including the development of a content repository to quicken the pace of RFP development.

• Lead Customer Communications and Experience team by providing direction to ensure a positive customer experience through customer touchpoints, communications and loyalty programs
• Set and communicate direction for the team
• Develop goals for measuring success
• Set team budgets, monitor and adjust as necessary
• Prioritize and assign projects as necessary 
• Evaluate and assign gated projects to team to ensure timely and accurate customer communications; monitor project status. This includes identifying communication needs, developing tactical plans and providing creative direction. 
• Create sales collateral and content needed by our direct sales channels. Develop and maintain a robust collateral store and tool set for use in their day-to-day sales roles. This includes but is not limited to, brochures, presentations, promotional materials, reference tools and white papers. Regular audit and innovative update to existing sales materials and collateral to ensure all pieces are current and applicable is a pertinent component to this role. 
• RFP management, channel marketing, etc. Assists sales with the creation and management of the RFP process, including the development of a content repository to quicken the pace of RFP development. 
• Provide support to Field Marketing team to ensure consistency at a local level.

• Bachelor’s degree (or higher) -OR- 4+ years professional work experience. 
• 5+ years’ experience in Marketing. 
• 3+ years’ competitive marketing experience in advertising, pricing, promotions, and vendor relations.

As a part of your total compensation, TDS provides a comprehensive, competitive benefit package. The benefit plans address both the immediate and long term needs that you and your family may have. For an overview of what we have to offer for full-time employees including vacation, health benefits and retirement options please click here.