NRG Careers

SENIOR CUSTOMER EXPERIENCE ASSOCIATE

Date Posted: Aug 11, 2019

Location: Houston, TX, US

Company: NRG

Job Description

NRG is the leading integrated power company in the U.S., built on the strength of our diverse competitive electric generation portfolio and leading retail electricity platform. A Fortune 500 company, NRG creates value through best-in-class operations, reliable and efficient electric generation, and a retail platform serving residential and commercial businesses. Working with electricity customers large and small, we implement sustainable solutions for producing and managing energy, developing smarter energy choices and delivering exceptional service as our retail electricity providers serve almost three million residential and commercial customers throughout the country.

More information is available at www.nrg.com. Connect with NRG Energy on Facebook and follow us on Twitter @nrgenergy.

 

Job Summary:

The Customer Experience team works to continuously improve the customer experience across NRG Business Solutions. This position will report to the Marketing Development and Operations Manager. The Sr. CX Associate will be responsible for managing and executing customer-focused marketing campaigns and programs.

 

Job Duties:

  • Develop, manage and execute loyalty, renewal and promotional marketing program plans
  • Work with cross functional teams (IT, operations, sales, web, creative services and external agencies) to ensure projects are delivered on time and within scope
  • Develop and manage updates to customer care materials such as customer letters, training docs, and FAQ’s
  • Manage and update customer journey communications as needed
  • Ability to analyze data and synthesize data to provide analysis/data relationship to the team and next steps
  • Manage marketing automation including email triggers and batch campaigns throughout  the customer lifecycle via Marketing Cloud
  • Identify customer segments for targeted marketing programs and plan customer campaigns and incentive programs to deliver ROI-positive results
  • Manage and execute customer experience events and logistics

 

Minimum Requirements:

  • Bachelor’s degree
  • Minimum of 4 years of experience related to marketing and communications
  • Previous experience working on marketing campaigns including messaging and visual collateral

 

Preferred Qualifications:

  • Business, Marketing and Communications majors
  • Previous experience in B2B
  • Previous experience as a marketing analyst, associate or coordinator in marketing or market research
  • Previous experience in the electricity industry

 

Additional Skills:

  • Ability to work under pressure and balance many competing priorities and deadlines in an organized manner
  • Self-motivated and driven, demonstrable positive attitude
  • Strong verbal and written communication skills
  • Advanced user of the Microsoft Office Suite, specifically Word and Excel (conditional formulas and pivot tables)
  • Clear appetite for learning and demonstrates a curious mind
  • Pays strong attention to detail
  • Critical thinking and problem-solving skills required
  • Provide ad hoc support base on team needs

 

Physical Requirements:

  • Occasionally requires lifting as appropriate to perform duties and responsibilities.
  • Working Conditions
  • Normal office environment
  • Some overtime required as special projects arise

 

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NRG Energy is committed to a drug and alcohol free workplace.  To the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post-accident and reasonable suspicion drug and alcohol testing. EOE AA M/F/Protected Veteran Status/Disability
EEO is the Law Poster (The poster can be found at http://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf)

Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.

Official description on file with Human Resources


Nearest Major Market: Houston

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