The Service Communications team is looking for a Manager, Proactive Service Communications (12mth -Contract Position) to join the team, to support proactive communication campaigns that deliver pertinent account and service-related information to our customers. This position is based in Toronto, reporting to the Senior Manager: Proactive Service Communication

What you will be doing:
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Lead the planning, development and execution of customer facing communications that support the project team strategy, needs and objectives, to maximize results:
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Know and understand our customer needs and dynamics
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Gather business requirements and complete required briefs
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Write communications and facilitate stakeholder approval across all tactics; email, SMS, MMS, internal communications, etc.
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Coordinate translation through established processes and team
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Lead testing and coordinate deployment through internal/external vendors and platforms
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Ensure all communications have a consistent tone of voice and follow any established guidelines
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Decommission and consolidate communications, as required
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Support development of presentations and playbooks, as needed

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Monitor and track performance of communications – pull results, analyze and report to project team. Make recommendations for improvement based on insights
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Participate in cross-functional group to project manage the development and execution of communication tactics and initiatives
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Contribute to the customer segmentation strategy and make recommendations to create most effective notifications
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Accountable for all aspects of planning and campaign delivery, including channel readiness to support customer inquiries or activities driven by the notification.
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Take ownership and drive decision making within large program cross-functional groups
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Craft, in partnership with other key stakeholders, the most transparent and clear message for customers, with the least possible impact to channels
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Provide customer targeting criteria to data primes for campaign list extractions; ensure all customer lists are validated for accuracy prior to execution
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Liaise with vendor partners as necessary to ensure campaigns are launched accurately, on time and on budget.
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Drive continuous improvement of service message delivery in partnership with Billing, IT, Customer Operations and Brand

What you bring:
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Strong background in developing and executing customer communication campaign in various channels
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Advanced writing, editing and proof-reading skills
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Knowledge regarding communication processes, and related timelines
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Service communication experience a strong asset.
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Results oriented, self directed and outstanding organization and time management skills
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Comfortable working in a fast-paced, dynamic environment
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Takes ownership, initiative, shows sense of urgency and is self-directed
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Possess an innovative, problem-solving and solutions-oriented mindset
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Team player with strong interpersonal skills
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Proven ability to manage relationships across an organization
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Post-Secondary education, in Business, Marketing, Communications, or related
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5+ years of experience in a Marketing Communication, Branding or Communications
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Telecom industry experience considered an asset