Cox Homelife Customer Engagement Manager

Atlanta, Georgia
Mar 15, 2019
Content Marketing
Metro Area
Full Time

About Cox 

Cox Communications is the largest private telecom
company in America, and we proudly serve six million homes and businesses
across 18 states. At Cox, we are committed to creating meaningful moments of
human connection, not only with our products and services, but also with our
career opportunities. Come connect with us, and lets build a better future

About the Role 

Cox Homelife Engagement Manager will report to Senior Manager, Homelife
Customer Experience within the Homelife Operations department in Atlanta, GA.
This role will be responsible for defining, establishing, and managing the
cadence and means by which we interact with our customers throughout their
Homelife journey to increase product engagement, drive device/service upsell,
and ultimately extend customer tenure. In this role, you will be accountable
for understanding the underlying drivers of customer engagement, driving
increased product engagement, and owning the Homelife Engagement Score.

Homelife Engagement Manager will focus on developing and delivering
personalized, impactful and relevant messaging to Homelife customers to
increase their engagement with the product utilizing education, support, and
marketing messages.  The role will be
responsible for managing a complex engagement calendar that takes into
consideration different customer groups’ needs based on how they interact with
the product, how often they’re hearing from us, preferred communication
methods, etc. This role relies heavily on analytics since engagement is
measured utilizing big data and statistical modeling of various customer
behavior factors. Close coordination with other teams across the Enterprise
will be crucial for avoiding collisions and ensuring a positive interaction
experience with Cox, across all products. 

Primary Responsibilities

  • Develop and maintain a deep understanding of our customers’ experiences with Homelife products and services, including quantitative and qualitative reporting of Voice of the Customer feedback

  • Own and manage the “calendar” of engagement interactions which includes analyzing customer behavior data to determine appropriate campaign messages, segmenting customer populations for targeting, testing messages for optimal success, auditing message volumes and content to ensure proper mix, and partnering with the broader business for alignment
  • Conduct and leverage internal and external market/customer insights research to form best practices on consumer-facing home security/smart home messaging
  • Understand the factors that make up the Homelife Engagement Score and provide analysis of trends over time
  • Work closely with Analytics partners to define and continually improve the efficacy of our Engagement Score and its ability to predict customer tenure
  • Leverage learnings and synergies to expand engagement strategy to adjacent/new businesses such as Homelife Care.
  • Establish, enforce and improve our Guiding Principles for engagement based on learnings from previous campaigns
  • Execute personalized engagement messaging tactics to customers utilizing various communication methods and vehicles, primarily utilizing in-app campaign management, but also email, text, phone, or auto-dialer, where appropriate
  • Team with boundary partners, including but not limited to our Marketing, Retention and Operations teams, on customer engagement initiatives and programs to ensure alignment and utilization of existing resources where applicable
  • Bring new ideas for engagement interactions to the team
  • Define requirements for additional/improved customer behavior reporting to increase interaction personalization
  • Measure and analyze the success of the various engagement initiatives and campaigns
  • Report out on activities and success metrics on a regular basis
Qualifications:Required Skills and Experience

  • 5+ years proven work experience in customer/marketing data analysis and customer communications 
  • Experience managing communications campaigns and/or complex customer messaging
  • Analytical thinking and data analysis experience 
  • Experience working cross-functionally to execute projects and initiatives
  • Ability to take initiative, be proactive without waiting for direction
  • Comfortable with data queries
  • Superior organizational and project management skills, and attention to detail
  • Excellent creative and conceptual thinking abilities
  • Executive presence, experience reporting results at executive level
Preferred Qualifications

  • Bachelor's degree in
    Marketing or similar field
  • Experience in a
    subscription-based business a plus 
ideal Candidate will be adaptable, have excellent communication skills, be
highly energetic, have excellent follow-up skills, manage time efficiently, and
play a core role in a broader team’s overall success.

Cox Values
- Shows an approach towards people and work that is consistent with
the overall values of the company and works to professional standards that
apply best practices approaches are consistent with Cox's values and ethics.

About Cox Communications

Cox Communications is committed to creating meaningful moments of human connection through broadband applications and services. The largest private telecom company in America, we proudly serve six million homes and businesses across 18 states. We're dedicated to empowering others to build a better future and celebrate diverse products, people, suppliers, communities and the characteristics that makes each one unique. Cox Communications is the largest division of Cox Enterprises, a family-owned business founded in 1898 by Governor James M. Cox.

Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

Statement to ALL Third-Party Agencies and Similar Organizations:  Cox accepts resumes only from agencies with which we formally engage their services.  Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility.  Cox is not responsible for any fees or charges associated with unsolicited resumes.

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