Consumers Energy MGR WEBSITE & ECOMMERCE in Adrian|Allegan|Alma|Armada|Athens|Bad Axe|Battle Creek|Bay City|Bellevue|Benzonia|Big Rapids|Birch Run|Boyne City|Bronson|Cadillac|Caro|Charlevoix|Charlotte|Cheboygan|Clare|Clinton Township|Covert|Dearborn|East Tawas|Erie|Essexville|Filer City|Flint|Fremo, Michigan
Join a diverse and dynamic team that makes and delivers the most valuable services in the world: electricity and natural gas. At Consumers Energy, our customers are at the heart of everything we do. Our employees work around the clock to provide service to our customers in honor of our history and to fulfill our promise to Michigan - Count on Us! Consumers Energy, the principal subsidiary of CMS Energy and headquartered in Jackson, Michigan, provides natural gas and electricity to nearly 6.8 million of the Michigan's 10 million residents in all 68 Lower Peninsula counties.
his leader will report to the Director of Digital Operations and introduce a level of digital and ecommerce expertise that does not current exist in the organization. The role will be responsible for activating new content and targeting technologies, integrated services such as the interval web portal, two way communication, OKTA, etc, cross-channel data exchanges between the IVR and live agent centers, and rich data insights that will allow us to serve and communicate with our customer base in a world-class manner that is necessary to achieve our Company's strategic Destination. As a primary area of responsibility, this role will lead the strategy, project prioritization and activation of all skillsets necessary to fully serve internal and external customers. Internal customer service rates currently exceed 150 solution development and turn key launches every month. This leader will be responsible for our largest customer touchpoint, with over 12 million authenticated website users annually and a total of 22 million users who leverage our platforms on an annual basis.
Ensure our website delivers a world-class user experience by ensuring that all capabilities (analytics, targeting, A|B testing, content development, insights, SEO/SEM, integrated services, etc) are being leveraged to their fullest for multiple residential and business target segments.
Lead cross functional team members, including internal, contract and agency, to optimal efficiency and capability to achieve enterprise strategic and operational goals. Build strong relationships with Directors/Executive Directors in IT, Product Roles and Contact Center
Maximize multiple customer experience (CXi) metrics and 20+ operational goals/benefits (cost/user, reduced call volume, ebill, completion rate, campaign targets, login success, mobile performance, site speed, etc) through aggressive measurement and continuous improvement of self-service features, user flows and back-end systems.
Support design and execution of "next generation" online experiences and oversee delivery of 150-200 digital solutions from internal clients on a monthly basis; act as the company's premier digital consultant for executing online campaigns, metric approaches, standards, etc.
Bachelor's Degree in applicable field.
5+ years of experience in applicable field
his role will act as the in-house expert for all digital strategy, ecommerce and campaign design and execution. The individual must be an expert in CMS digital marketing suites for personalization, targeting, value tracking, A|B testing, user interface design/user experience, and more. The individual must be have proven capability of managing multiple digital and technology skillsets and leading a cohesive team that understands corporate strategy/goals and independently develop and execute plans to achieve the desired outcomes. Experience managing both direct employees as well as contract and agency resources to achieve desired result is mandatory.
Position will be filled at the appropriate salary grade based upon the skills, knowledge, and experience of the selected candidate.
All qualified applicants will not be discriminated against and will receive consideration for employment without regard to protected veteran status, disability, race, color, religion, sex, sexual orientation, gender identity or national origin.