Berkshire Bank Looking for AVP, Customer Communications at Montpelier, VT  Full Time

Purpose/Objective:

The Assistant Vice President (AVP), Customer Communications is responsible for managing customer communications activities in collaboration with business lines, Marketing, and other partners to advance the customer experience.

Key Accountabilities:

• Lead Customer Communications and advance customer focused messaging by developing and executing an integrated customer communications program and plan that leverages multiple mediums, channels, and tactics to ultimately create a best-in-class customer experience in which each customer is informed, engaged and a promoter of the Berkshire brand. Collaborate with key departments including Retail Banking, Consumer Lending, Commercial Banking, Wealth Management, Marketing and Compliance to align organizational messages.

• Manage the Company’s Customer Communications Program to ensure Berkshire develops and manages its print, electronic and verbal mass customer communications in a manner consistent with its strategic priorities, vision, and brand. Design and deliver appropriate customer communications campaigns that improve frequency, clarity, consistency, and alignment of all customer communications. Distribute all communications using appropriate tactics and channels so they build awareness and meet strategic objectives.

• Serve as the primary point of contact for all customer communications. Collaborate with senior management, corporate communications staff, Marketing, and agency, as well as applicable business line leaders to ensure Berkshire is projecting an image consistent with its strategic positioning. Provide strategic advisement to business lines on the development, scheduling and distribution of customer communications including counsel on key messaging. Draft key messaging and review all content developed by business lines. Provide approval over customer communications messaging, along with the Marketing department, to ensure it is aligned with the corporate strategy and is written in a manner to achieve the desired outcome.

• Manage and centralize customer communications requests, process, and scheduling. Maintain an internally available centralized request system and communication calendar so that all staff are informed of necessary communications. Enhance the customer communications function by identifying opportunities to strengthen message reach and impact. Leverage best practices and develop short- and long-term strategies to consistently deliver an award-winning customer experience. Continually deepen knowledge of customer communications best practices and make recommendations to senior management on opportunities to enhance strategies.

• Measure effectiveness of all customer communications, channels, and tactics to help prioritize resources and set short- and long-term objectives along with business line and department leadership. Respond to feedback from customers and business lines adjusting communications content accordingly. Analyze key customer channel performance and set key performance indicators (KPIs) and Key Risk Indicators (KRI) to effectively evaluate performance, inform strategies and mitigate risks.

• Ensures compliance with all banking laws, rules, regulations, and prescribed policies/practices/procedures necessary to reduce risk and uphold ethical standards related to and required by one’s duties.

Education:

• Bachelor’s degree in English, Communications, Journalism, Public Relations, Marketing or related field or equivalent work experience

Experience:

• 5-7 years’ experience developing customer focused corporate or public relations communications for diverse internal & external audiences
• Experience working in a fast-paced environment with demonstrated ability to juggle multiple projects and deadlines
• Banking and Salesforce Financial Services and Marketing Cloud experience a plus

Skills & Knowledge:

• Exceptional writing, editing, proofreading and interpersonal skills with proven ability to source stories and content from a variety of internal and external sources
• Creative, strategic, detail oriented, highly organized, and professional
• Exceptional time management skills and work ethic, ability to work under deadlines and strong attention to detail
• Self-starter, fast learner and adaptable with ability to work independently and as part of a team
• Strong project & relationship management skills.