Customer Engagement Coordinator

2 weeks ago

Newark, New Jersey, United States PSEG Full time

Position Overview

The role is pivotal in steering the outreach strategy for the Renewable Energy Solutions (RES) across diverse customer demographics. This position entails providing strategic direction in partnerships and advocacy efforts. Collaborating with various internal teams, community outreach organizations, and external business associations is essential. In conjunction with the Customer Experience team, which includes Customer Assessment, Customer Relations, Utility Marketing, Corporate Citizenship, and External Affairs, this role is responsible for identifying and executing initiatives aimed at enhancing customer satisfaction with RES programs.

This position plays a crucial role in achieving mandated energy savings targets for Low and Middle-Income (LMI) and Overburdened Communities (OBC), as well as for Small Business energy savings. The individual will oversee an annual budget of $2.5 million, which encompasses the mandated Conservation Incentive Program (CIP) Outreach budget and various vendor contracts involved in outreach activities.

Key Responsibilities

  • Lead the annual planning of all RES outreach initiatives, which includes developing and maintaining a comprehensive calendar of events, sponsorships, and coordinating all related deliverables. This involves reporting on conferences and events, tracking attendee feedback, and utilizing this data to refine the outreach strategy. Collaborate with Marketing and external vendors to ensure that all materials align with the customer outreach strategy, while also partnering with the RES PMO organization and Contracts/Procurement to ensure compliance and prudency.
  • Foster collaboration across multiple departments within the organization to establish strong working relationships, including but not limited to: Large Customer Support, Payment Assistance Outreach, State Government Affairs, Regional Public Affairs, Market Strategy & Development, Corporate Communications, and Corporate Social Responsibility.
  • Direct initiatives aimed at improving the customer experience for all segments.
  • Manage advocacy efforts for RES; inform outreach strategies and reporting; work closely with Regional Managers and external affairs to ensure senior leadership is well-prepared for all interactions.
  • Develop and implement various customer engagement events and outreach initiatives.
  • Research, identify, coordinate, and lead the submission of applications for awards related to Energy Efficiency, Electric Vehicles, Clean Energy Jobs, and other RES-related programs at the industry, community, national, and state levels.
  • Act as the company representative for the Sustainable Jersey program, which aims to engage municipalities in promoting energy efficiency to their residents and businesses; collaborate with Empowered Schools for student engagement in energy efficiency initiatives, coordinating with marketing, program teams, and various vendors.

Qualifications

  • A Bachelor's degree is required, preferably in Communications, English, Journalism, or Business, along with 8-10 years of relevant experience in corporate communications, journalism, or a related field.
  • Proven experience in writing and editing.
  • Demonstrated leadership capabilities; experience in coaching and developing others in customer-focused advocacy.
  • Ability to manage interactions with multiple departments, media, and community associations during on-site customer visits with executives.
  • Strong organizational skills in writing and presenting information to both internal and external stakeholders.
  • Experience in developing and executing outreach plans, including the use of social media to educate customers on regulatory filings and advocacy efforts.
  • Strong analytical skills.
  • Proven creativity and innovation in outreach strategies.
  • Project planning and organizational skills are essential.
  • Familiarity with SalesForce is preferred.
  • Experience in evaluating the effectiveness of outreach and sponsorship plans.
  • Ability to manage overlapping deadlines and coordinate multiple tasks simultaneously.

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