Overview

Position Title: Customer Relations Program Manager

Company: City Of Pasadena

Location: Pasadena, California, US

Job Description:

The Department of Water & Power (“PWP”) is seeking a highly driven communications and research professional to lead a team in developing, promoting, and admin­istering customer programs (services and incentives to encourage efficient use of water and electricity) to meet Department of Water and Power strategic business, sustainability, and regulatory goals.

Responsibilities:

  • Plans, organizes, controls, integrates and evaluates the work of PWP’s education, marketing, and outreach staff and customer account managers; with supervisors and staff, develops, implements and monitors work plans to achieve goals and objec­tives; contributes to the development of and monitors performance against the annual department budget; supervises and participates in developing, implementing and evaluating plans, work processes, systems and procedures to achieve annual goals, objectives and work standards.
  • Manages staff that provides account services to customers and customer segments; researches and develops account communication materials; researches and develops responses to a wide variety of service problems, issues and concerns and works with other department staff to ensure prompt problem resolution; develops and builds customer account relationships as assigned.
  • Participates in formulating and implementing goals and objectives to achieve departmental strategic plan objectives for electrification and water and energy conservation; leads and directs staff and outside consulting resources in the develop­ment and application of new methods and processes to achieve higher efficiency, productivity and customer service in department work processes.
  • Manages, oversees and participates in research on trends, best practices and new technologies available to achieve sustainability objectives; reviews and/or analyzes statistical and other data; researches and evaluates the needs and interests of various customer groups; evaluates program and incentive/rebate program proposals and reviews or performs cost-benefit analysis; manages and oversees the development and maintenance of account relationships with major customers; confers with Customer Relations staff on awareness building, promotional/marketing and messaging require­ments; presents recommendations to department management for approval; represents the depart­ment in presentations to City executive management, the City Council, Council Committees and advisory commissions.
  • Plans, develops, recommends and carries out assigned marketing and promotional activities or relationship building initiatives with customers and customer groups; conducts research and inter­views customers and/or stakeholders; formulates project concepts and strategies to achieve goals and objectives; designs and recommends project components and implementation tactics and plans; implements or coordinates the implementation of project steps with customers, stakeholders, consult­ants and vendors, as applicable; monitors progress and evaluates results against established goals.
  • In connection with assigned projects, researches program background and issues, poses program questions and alternatives and participates with other department staff in formulating program recommendations; recommends appropriate methods for positioning and communicating program objectives and features; represents the department and serves as liaison with other departments and stakeholders applicable to assigned projects and activities; answers questions and provides informa­tion on projects and activities; follows up to ensure concerns, needs and requests have been met or appropriately addressed; may make presentations to business, community and customer groups.
  • Conducts assigned research studies of comparative rates, billing data, load profiles and factors to identify potential target markets for current or new customer programs; proposes marketing strategies to interest and engage targeted customer groups; in collaboration with Conservation Program staff, assists in developing program features, including products and technology solutions, designed to meet the business needs and challenges of specific customer segments; develops marketing materials, application packages and customer presentations; works with Conservation Program staff to identify and retain vendor support; may serve as project manager in implementing projects with customers.
  • Participates in developing and implementing market research and customer surveys; analyzes results; recommends further research and/or appropriate courses of action to further accomplish department business goals and sustainability objectives.
  • Represents the department at community workshops and events and in regulatory agency, interagency, industry and professional meetings; prepares and contributes to a wide variety of compliance and other reports to internal and external agencies; makes presentations on utility rates, infrastructure projects, business initiatives, water resources and conservation, electrification, energy efficiency, environmental and sustainability issues; distributes customer program materials and explains incentive programs available to meet specific customer needs.
  • Monitors legislation and regulations applicable to assigned conservation program activities; evaluates impacts on City programs and operations; develops recommended responses and proposals.
  • Prepares a variety of technical, narrative and statistical reports.
  • Regular attendance and after-hours availability to handle emergency situations at any time is an essential function of this classification.

Requirements:

  • Handling Stress
  • Self-Management
  • Informing
  • Relationship Building
  • Strategic Perspective
  • Managing Performance
  • Graduation from an accredited four-year college or university with major coursework in public rela­tions, communications, business administration or a related field, and at least two years of progres­sively responsible experience in development and coordination of public information, commun­ity affairs, marketing and communications programs and activities; or an equivalent combination of train­ing and experience. Experience in a public agency is preferred.