Director CX EX Marketing, Comm & Advocacy

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Date: Feb 4, 2019

Location: Broomfield, CO, US, 80021

CenturyLink (NYSE: CTL) is a global communications and IT services company focused on connecting its customers to the power of the digital world. CenturyLink offers network and data systems management, big data analytics, managed security services, hosting, cloud, and IT consulting services. The company provides broadband, voice, video, advanced data and managed network services over a robust 265,000-route-mile U.S. fiber network and a 360,000-route-mile international transport network. Visit CenturyLink for more information.

 

Job Summary

*** DENVER, CO based. Local Candidates Only ***

 

In this role as the leader of Customer Experience Marketing, Communications and Advocacy; you will enable the successful transformation of the CenturyLink customer journey by developing and executing on an enterprise-wide external and internal marketing and communication strategy.  This position partners closely with internal stakeholders to build communication content and processes that promote customer belief and employee engagement in the customer experience. You will play a pivotal role in creating alignment across the business through the creation of clear, consistent, and easy to understand materials that promote customer experience philosophies externally as well as the behaviors required internally for culture change.

Key Responsibilities

  • Responsible for building and evangelizing a clear messaging platform for employees and customers. Partners with all communications and marketing teams to incorporate the platform in their domains in a consistent manner.
  • Works as CX liaison to the internal Culture team, providing CX positioning that seamlessly integrates with Culture initiatives.
  • Develops a modern Executive Presence program with high impact messaging.  Identifies influential conferences, events, social media platforms and media partners (earned and owned) for placement.  Comfortable training executive speakers on the CX story.
  • Standardizes on modern tools, disciplined processes, and best practice communications for day-to-day touch points with customers.  Partners with all functional business units to incorporate these standards and tools in a consistent manner.
  • Partners with Corporate Social responsibility team to find authentic opportunities to drive CX brand awareness and equity.
  • Works as the CX liaison to the Human Resources team in support of Employee Engagement, Recognition and Incentive programs
  • Creates a CX social media strategy to build influencer positioning for executives, and an accessible platform for employee engagement.  Builds CenturyLink communities and participation in strategic watering holes.  Partners with Social Media team for execution.
  • Builds a Media Relations strategy with the media relation teams to identify authentic storylines and community opportunities to bring forward the CenturyLink CX story.
  • Participates on Crises Communications team. Champions a holistic, modern, and strategic approach to crisis communications.

Qualifications

  • Bachelor’s degree; Master’s or advanced degree preferred
  • 7+ years’ experience in product management, product marketing, or marketing
  • Solid commercial and analytical experience and skills.
  • A demonstrable passion for the potential of the CX transformation
  • Highly motivated, self-directed & pro-active individual with entrepreneurial attitude.
  • Excellent interpersonal and management skills to interact with colleagues, cross-functional teams, and third parties.
  • A proven ability to exercise informal authority and leadership in a matrix-type organization.
  • Strong aptitude for determining the optimal way to position CX in the market.

 

Preferred Qualification:

  • Strong B2B marketing background, CX marketing experienced preferred
  • Demonstrated capacity for developing successful marketing and communications strategies.
  • Strong leadership skills managing large and complex teams
  • Proven ability to manage within a matrix environment
  • Strong writing and marketing experience
  • Telecom experience
  • Sales, marketing and/or other commercial experience in a customer-facing role (min 3+ years) is a plus

Alternate Location: US-Colorado-Broomfield

Requisition #: 210330

This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at http://find.centurylink.jobs/testguides/ 

EEO Statement

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”).  We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

Disclaimer

The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.  Job duties and responsibilities are subject to change based on changing business needs and conditions.


Nearest Major Market: Denver

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