Digital Community Manager

Pay Grade

16

Position Summary

The Digital Community Manager communicates effectively and creates interest, both internally and externally, through our current and future digital and online channels.  The position 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, digital remote meetings and email. The position provides input into development of marketing and communications strategies and plans targeting residential, small business, large commercial and industrial customers. 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 position will be responsible for community management of social media channels, along with collaboration and coordination with PR, communication team members, internal operations, product teams, as well as external stakeholders, agencies, consultants, and community organizations. This position is responsible for creating and managing the online voice/persona of CPS Energy, while aligning all company communications, PR, social media, and marketing content to create a strong brand identity. As the first point of contact for online subscribers and followers of our brand, this position will be responsible for developing an intimate relationship with our community and customers.
 

Tasks and Responsibilities

• Develop online social media 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 current and future social media channels in support of CPS Energy’s mission and the company’s safety culture.
• Create engaging content for social media channels and facilitate outreach and engagement. 
• Publish engaging content and monitor content and customer interactions on online social media channels; requiring time outside of regular business hours.
• Work with digital communication team members on metrics to measure, analyze and report on reach and effectiveness of online, social media channels, content, budget, and plans.
• Manage and work with team members to listen, monitor, engage and inform regarding content and customer interactions online and through social channels.
• 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.
• Development and management of 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 utilizing analytics and metrics from online 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, online, social media outlets, and CPS Energy website.
• Assist with creation of schedules and maintain schedules of social media posts, email campaigns and updates across all digital channels and virtual events.
• Manage detailed calendar of industry and company events, both in-person and digital, for social media outreach opportunities.
• Coordinate with communications and marketing team members to generate stories and content for social media and other channels.
• Attend CPS Energy, community and industry events and initiatives to capture photos, videos, and stories for timely digital publishing. 
• Balance work requirements, streamline processes, and adopt best practices to achieve greater efficiency and meet departmental goals.
• Perform other duties as assigned.

Minimum Skills

Minimum Knowledge and Abilities

Preferred Qualifications

• Utility industry experience or foundational knowledge of the industry.
• Event marketing and promotional marketing.
• Graphic design experience. 
• Experience in WCM (Web Content Management) and AEM (Adobe Experience Manager). 
• 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 of Google Analytics, paid vs organic media and social media analytics. 

Competencies

Minimum Education

Required Certifications

Working Environment

Physical Demands