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Summary:

The Digital Communications & Campaign Ops Analyst is responsible for supporting NRGs products and services that include operational analysis and implementation support for Retail mass marketing products campaigns customer marketing programs marketing channels regulatory activities and key mass customer correspondences and ecommunications.

In this role the Digital Communications & Campaign Ops Analyst possess skills and knowledge to support effectively address and resolve issues by liaising with all NRG brands and departments to accomplish results for the Residential Small Business and Builder/MultiFamily market segments. Interacting with multiple functional groups (e.g. Marketing Legal Regulatory Customer Care Channel Management Transaction Processing Billing IT Credit/Collections/Remittance Processing Online Third Party Partners Database Operations) is imperative.

Essential Duties/Responsibilities:

• Designs/implements/manages robust processes and/or database solutions to support new business and operational activities
• Leverage existing software and/or create new tools to automate repetitive and repeatable processes
• Continually evaluate effectiveness of Marketing processes and initiate process and system improvement activities
• Develop approach documentation process flows and/or business requirements for new Marketing and Operational capabilities and products needed to support campaigns including all crossfunctional stakeholders from operations and IT in the review
• Identifies issues when they arise quickly diagnoses root cause and implements appropriate solution and escalates accordingly
• Develops deep subject matter expertise in key operational tools as necessary
• Monitors key operational metrics and responds as necessary to ensure consistently superior operational performance
• Evaluates existing operational processes to ensure appropriate controls are in place and maintains process documentation for all recurring processes
• Facilitate crossfunctional team discussions to develop timelines for Retail campaigns new product development and project delivery
• Deliver status updates to key stakeholders at regular intervals
• Highly motivated comfortable working both independently and in a team environment
• with proven record of accomplishing goals and tasks on time
• Manage multiple concurrent projects and able to deliver
• Perform daily tasks conducts audits and prepares reconciliation reports with a focus on timeliness accuracy and customer impact
• Creates coordinates and executes user acceptance test plans to ensure successful launch of new capabilities
• Communicate information effectively to crossfunctional teams in both written and oral form
• Able to create and deliver presentations
• Requires very little direction to get the job done
• Must exercise initiative good judgment and professionalism
• Adheres to strict timelines in order to meet project deadlines
• Other duties as assigned

Product specific:

• Work with Product Development teams to ensure that new product documentation and requirements are complete
• Communicate Product Development status regularly to key stakeholders
• Manage the Product Development project queue and work with IT to prioritize through schedule conflicts and ensure timely delivery
• Manage the development implementation testing and launch of new Products with IT and Operations
• Serve as the postlaunch product expert for resolution of operational and customer concerns/questions. Refer issues as necessary for further analysis/decisions
• Serve as Subject Matter Expert for product development applications ensuring required results are being delivered

ECommunication specific:

• Develops communications content and data element mapping
• Monitor customer communications for multiple brands both automated and manual to ensure compliance with rules internal policies and regulatory guidelines
• Perform quality assurance tests to ensure links image subject lines and dynamic elements are functioning correctly
• Interaction with internal and external clients is needed to understand ecommunication requirements and deliverables
• HTML coding proofing editing and troubleshooting
• Liaise with internal stakeholders along with external clients to understand the requirements for each campaign
• participate in the creative discussions to develop solutions for stakeholders
• Develop digital communication strategies and oversee the implementation
• Responsible for monitoring the effectiveness of the website and other digital platforms
• Aware of SMS compliance best practices and industry standards
• Familiar with the CANSPAM Act

Education:

Undergraduate degree from accredited fouryear college or university is required with focus on operations computer science or engineering preferred.

Experience:

• 24 years of professional experience required
• 12 years of experience with ecommunications

Additional Knowledge Skills and Abilities:

• Knowledge of retail competition customer protection rules Competitive Retailers
• Solid negotiation and conflict resolution skills
• Demonstrates strong customer service skills with both internal and external customers
• Work effectively and build relationships with people at all levels solid team player
• Comfortable working with crossfunctional business team composed of people with diverse backgrounds
• Demonstrates ability in facilitating clear and concise conversations in conference calls over the phone and/or web
• Demonstrates strong work ethic

• Proficient in MS Word Excel PowerPoint and Visio software
• SQL experience preferred.
• HTML Dreamweaver and Photoshop experience is preferred
• Experience with Salesforce Marketing Cloud preferred
• Ability to work long hours when required
• Comfortably handles risk and uncertainty as appropriate for level of responsibility
• Ability to handle and meet aggressive metric oriented deadlines while maintaining a high degree of accuracy
• Able to handle multiple tasks simultaneously
• Makes good business judgments/decisions
• High initiative
• Resultsoriented
• Selfdisciplined
• High level of honesty and integrity
• Proficient in Microsoft Office products (Word Excel Visio Power Point Access)
• Knowledge of SAP/CRM preferred

Physical Requirements:

• Majority of work performed from a seated position in front of a computer.

Working Conditions:

• Fastpaced professional environment
• Overtime work as required
• Occasional travel may be required generally between local third party partners
• Weekend/holiday work may be needed

NRG Energy is committed to a drug and alcohol free workplace. To the extent permitted by law and any applicable collective bargaining agreement employees are subject to periodic random drug testing and postaccident and reasonable suspicion drug and alcohol testing. EOE AA M/F/Vet/Disability Level Title and/or Salary may be adjusted based on the applicants experience or skills.

Official description on file with Human Resources.