Overview
Position Title: Customer Relations Program Manager
Company: City Of Pasadena
Location: Pasadena, California, US
Job Description:
The Department of Water & Power (“PWP”) is seeking a highly driven communications and research professional to lead a team in developing, promoting, and administering customer programs (services and incentives to encourage efficient use of water and electricity) to meet Department of Water and Power strategic business, sustainability, and regulatory goals.
Responsibilities:
- Plans, organizes, controls, integrates and evaluates the work of PWP’s education, marketing, and outreach staff and customer account managers; with supervisors and staff, develops, implements and monitors work plans to achieve goals and objectives; contributes to the development of and monitors performance against the annual department budget; supervises and participates in developing, implementing and evaluating plans, work processes, systems and procedures to achieve annual goals, objectives and work standards.
- Manages staff that provides account services to customers and customer segments; researches and develops account communication materials; researches and develops responses to a wide variety of service problems, issues and concerns and works with other department staff to ensure prompt problem resolution; develops and builds customer account relationships as assigned.
- Participates in formulating and implementing goals and objectives to achieve departmental strategic plan objectives for electrification and water and energy conservation; leads and directs staff and outside consulting resources in the development and application of new methods and processes to achieve higher efficiency, productivity and customer service in department work processes.
- Manages, oversees and participates in research on trends, best practices and new technologies available to achieve sustainability objectives; reviews and/or analyzes statistical and other data; researches and evaluates the needs and interests of various customer groups; evaluates program and incentive/rebate program proposals and reviews or performs cost-benefit analysis; manages and oversees the development and maintenance of account relationships with major customers; confers with Customer Relations staff on awareness building, promotional/marketing and messaging requirements; presents recommendations to department management for approval; represents the department in presentations to City executive management, the City Council, Council Committees and advisory commissions.
- Plans, develops, recommends and carries out assigned marketing and promotional activities or relationship building initiatives with customers and customer groups; conducts research and interviews customers and/or stakeholders; formulates project concepts and strategies to achieve goals and objectives; designs and recommends project components and implementation tactics and plans; implements or coordinates the implementation of project steps with customers, stakeholders, consultants and vendors, as applicable; monitors progress and evaluates results against established goals.
- In connection with assigned projects, researches program background and issues, poses program questions and alternatives and participates with other department staff in formulating program recommendations; recommends appropriate methods for positioning and communicating program objectives and features; represents the department and serves as liaison with other departments and stakeholders applicable to assigned projects and activities; answers questions and provides information on projects and activities; follows up to ensure concerns, needs and requests have been met or appropriately addressed; may make presentations to business, community and customer groups.
- Conducts assigned research studies of comparative rates, billing data, load profiles and factors to identify potential target markets for current or new customer programs; proposes marketing strategies to interest and engage targeted customer groups; in collaboration with Conservation Program staff, assists in developing program features, including products and technology solutions, designed to meet the business needs and challenges of specific customer segments; develops marketing materials, application packages and customer presentations; works with Conservation Program staff to identify and retain vendor support; may serve as project manager in implementing projects with customers.
- Participates in developing and implementing market research and customer surveys; analyzes results; recommends further research and/or appropriate courses of action to further accomplish department business goals and sustainability objectives.
- Represents the department at community workshops and events and in regulatory agency, interagency, industry and professional meetings; prepares and contributes to a wide variety of compliance and other reports to internal and external agencies; makes presentations on utility rates, infrastructure projects, business initiatives, water resources and conservation, electrification, energy efficiency, environmental and sustainability issues; distributes customer program materials and explains incentive programs available to meet specific customer needs.
- Monitors legislation and regulations applicable to assigned conservation program activities; evaluates impacts on City programs and operations; develops recommended responses and proposals.
- Prepares a variety of technical, narrative and statistical reports.
- Regular attendance and after-hours availability to handle emergency situations at any time is an essential function of this classification.
Requirements:
- Handling Stress
- Self-Management
- Informing
- Relationship Building
- Strategic Perspective
- Managing Performance
- Graduation from an accredited four-year college or university with major coursework in public relations, communications, business administration or a related field, and at least two years of progressively responsible experience in development and coordination of public information, community affairs, marketing and communications programs and activities; or an equivalent combination of training and experience. Experience in a public agency is preferred.