Digital Communications Specialist

Pay Grade

11

Position Summary

The Digital Communications Specialist communicates effectively and creates interest, both internally and externally, through our current and future digital and online channels.  The Digital Communications Specialist plays a key role in brand standards, program awareness, event coverage, education, and customer acquisition strategies and plans for CPS Energy’s products and services through social media platforms, website, intranet, and email. The Digital Communications Specialist provides input into development of marketing and communications strategies and plans targeting residential, small business, large commercial and industrial customers and will be expected to develop a comprehensive knowledge of customer market segments, products, programs, services, and tools designed for each market. This position will participate in developing the strategies and plans to enhance and strengthen the CPS Energy brand in the greater San Antonio area, regionally, and nationally. The Digital Communications Specialist will be responsible for collaboration and coordination with team members, internal operations, product teams, other internal clients and partners as well as external stakeholders, agencies, consultants, and community organizations to meet all goals related to digital initiatives and projects. This position is responsible for communicating the online voice/persona of CPS Energy, while aligning all company communications, PR, social media, and marketing content to create a strong brand identity.
 

Tasks and Responsibilities

• Participate in developing marketing and communication strategies, plans, tactics, execution, and measurement for positioning, packaging, promoting and communicating the value of CPS Energy’s services, offers and ideas.
• Support brand management and messaging online and across digital channels in support of CPS Energy’s mission, vision, and the company’s safety culture.
• Create engaging content for digital channels and facilitate outreach and engagement.  Apply copy editing and creative eye to deliver collateral that is compelling and on message.
• Publish engaging content and monitor customer interactions on digital channels; may require time outside of regular business hours.
• Work with communications team members on metrics to measure, analyze and report on reach and effectiveness of digital channels, content, budget, and plans.
• Work with team members to listen, monitor, engage and inform regarding content and customer interactions on digital and social channels.
• Assist digital team members in overseeing CPS Energy’s brand persona on social channels, while engaging and directing customers to better serve their needs through programs, safety initiatives, and interacting with customer service and response management.
• Work with team members on online outage and crisis communications, while interacting, providing guidance and educating customers; requires time outside of regular business hours.
• Assist with generating reports and analyzing data and metrics from digital and social media channels to measure effectiveness and influence future strategies and tactics. Develop practices and improvements to build upon and help improve current methods to improve social ROI, engagement, reach and overall digital experience. 
• Research and create internet marketing strategies using both organic and paid components to drive traffic to all digital channels, social media outlets and CPS Energy website.
• Assist with creation and maintaining of schedules for social media posts, email campaigns and updates across all digital channels.
• Manage detailed calendar of industry and company events for social media outreach opportunities.
• Create intranet and web content and graphic changes utilizing WCM (Web Content Management) platforms.
• Coordinate with communications and marketing team members to generate stories and content for social media and other channels.
• Build and maintain relationships with internal clients and customer base to ensure transparent communications.
• Attend CPS Energy, community and industry events and initiatives to capture photos, videos, and stories for timely digital publishing.
• Stay up-to-date with digital and social media trends and developments.
• Participate in the evolution of the digital strategy that will deliver better customer experiences, educate innovatively, and deliver greater value to customers, employees, stakeholders, and community organizations. 
• Demonstrate excellent interpersonal skills, be collaborative, and have a strong client-service background and orientation.

Minimum Skills

Minimum Knowledge and Abilities

Preferred Qualifications

• Utility industry experience or foundational knowledge of the industry.
• Event marketing and promotional marketing.
• Extensive graphic design experience. 
• Voice marketing knowledge.
• Extensive experience in WCM (Web Content Management) of AEM (Adobe Experience Manager).
• Extensive hands-on experience with CMS Content Management Systems (e.g. WordPress). 
• Mobile photography and use of DLSR, mobile videography and video editing experience.
• Basic understanding experience of Google Analytics, paid vs organic media and social media analytics. 
   

Competencies

Minimum Education

Required Certifications

Working Environment

Physical Demands