Senior Subscriber Communications Manager

The Nautilus Solar Energy® (“NSE”) Senior Subscriber Communications Manager is responsible for establishing and delivering an effective communication strategy for NSE subscribers. This position will be instrumental in retaining subscribers over the life of our community solar farms, driving to reinforce the Nautilus brand, effectively communicate pertinent subscription information, and build loyalty and satisfaction thereby reducing subscription turnover. The Senior Subscriber Communication Manager will work with a cross-functional team, direct reports, and outside vendors to build and leverage technology that automates and aids communication operations. In addition, this role will establish KPIs and dashboards to monitor communication delivery and effectiveness, reporting on success and identifying iterative improvements to the overall communication process. Initially, this role will build strategy, make decisions, and contribute individually. Over time, the number and type of direct reports may grow. The Senior Subscriber Communications Manager will collaborate heavily with the Senior Customer Experience Associate, Revenue Manager, and Senior Sales Manager. The position is full-time remote and reports to the Executive Director of Marketing.

• Build a sustainable subscriber communication strategy.
• Develop and grow the Nautilus Solar Energy subscriber voice and brand.
• Create effective communications that build a sense of community, highlight collective impact, and differentiate Nautilus as the community solar partner of choice.
• Lead internal and external subscriber content creation as necessary. 
• Establish and refine the subscriber communication infrastructure.
• Establish KPIs and tracking dashboards to support subscriber retention.
• Optimize subscriber communications to properly manage the subscriber’s “mailbox” creating a sense of community but not over-communicating.
• Manage the Social Media Associate in building a subscriber community in each state.
• Indirectly manage the Digital Marketing Analyst to deploy subscriber email and text communications promptly and effectively.
• Write and deploy effective communications for routine matters, account billing, engagement efforts, and operational matters.
• Demonstrate a customer-first mentality ensuring all communications are optimized with voice-of-customer insights.
• Identify new ways to reduce enrolled and active customer turnover.
• Work collaboratively to hold subscriber turnover to < 3%.
  
  

Requirements

• College degree – Communication, Marketing, or Account Management majors preferred

• 5-7 years of customer communication experience
• Ability to work independently in a team-oriented and fast-paced entrepreneurial environment
• Understanding of CAN-SPAM and A2P 10DLC rules and regulations
• Excellent written and verbal communication skills
• Strong understanding of customer retention best practices and how to mitigate turnover risk
• Strong understanding of CRM/Subscriber database optimization to facilitate automated workflows and customer record maintenance
• Awareness of and interest in renewable energy preferred
• Unrestricted authorization to work in the U.S.

Benefits

• 401(k) offered with employer match
• Pro-rated PTO accrual