Sr Channel Mgr

Join the diverse and dynamic team that powers Michigan's largest energy provider and one of the nation's largest gas and electric combination utilities.  Consumers Energy services 6.8 million of Michigan's 10 million residents - caring for our friends and neighbors in all 68 Lower Peninsula counties.  We embrace a cleaner and leaner utility vision focused on eliminating energy waste and adding renewable energy from sources such as wind and solar.

LOCATION: The successful candidate will be expected to work in a hybrid status (onsite/virtual) every Monday, Tuesday, and Thursday with home office flexibility on Wednesday and Friday assigned to any Consumers Energy Service Center located throughout Michigan's lower peninsula.  The selected candidate must be within a commutable distance from the location or willing to relocation (relocation package available for those who qualify).

GENERAL SUMMARY OF JOB RESPONSIBILITIES: 

The Senior Channel Manager position is an individual contributor leading all Consumers Energy Social Media activities. It is a highly visible, instrumental role in our high-performing brand strategy, creative services and communications delivery team that will frequent interaction with senior leadership. Responsibilities include leading the development, execution and optimization of Social Media platform strategy and content. The selected candidate needs to be able to work at all altitudes of the channel - creating and delivering on long-term optimization of a social channel strategy while helping guide continuous improvement of content performance and overseeing daily social activity. The ideal candidate has demonstrated ability to bring industry best practices, current trends, and a naturally creative/innovative mindset to a Fortune 500 brand in an effective manner. It is critical that the selected candidate is able to collaborate with peers in a highly matrixed fashion and balance the advance planning of a quarterly content plan with emergent needs of the business. If you are a passionate social media expert looking to make a difference every day and never satisfied with the status quo, we want to hear from you!

The Senior Channel Manager leads all aspects of daily service and operation, performance optimization and evolution of one or more customer communication channels. Leadership spans application of channel-specific technologies and best practices, application industry, strategy and advancement roadmap, performance measurement and other areas necessary to optimize channel and message performance. Responsibilities include design of new capabilities, troubleshooting emergent issues, responding to daily leadership/peer request, root cause analysis, and more. The role requires high levels of influence and coordination across a variety of stakeholders and specialists across multiple teams. Depending on maturity and scope of channel operations, the role may require mentoring and varying degrees of professional leadership for other team members.

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

• Assure voice-of-customer feedback mechanisms are designed to measure performance, prioritize enhancement sprints, and provide enterprise level insights. Require full understanding & execution of Lean problem solving, with the ability to guide other Channel Managers. Clear understanding of customer challenges interacting with the channel and devise & execute a plan to overcome challenges
• Develop new processes, work protocols, competencies, and relationships to help improve department capabilities
• Ensure relationships with cross functional departments and stakeholders to ensure positive collaboration and alignment with shared performance goals. Act as a mentor to department colleagues.
• Guide evolution of the channel, staying close to channel trends & evolving technology that can benefit the channel performance and user experience
• Lead, socialize, and execute channel roadmap assuring there is awareness & alignment across other channels and leadership, as well as potential needs for funding
• Maintain and guide evaluation of existing third-party strategic partners, and assess potential partners, and monitor channel best practices to ensure channel is able to effectively meet current and future expectations
• Other duties as assigned or may be necessary
• Oversee/manage projects to ensure budget, schedule and scope meet inter-department expectations, including performance against various success metrics and directional roadmap expectations
   

KNOWLEDGE/SKILLS/ABILITIES: 

• Comfortable in both team environment and working independently
• Creative and able to think outside of the box
• Great communication skills, both verbal and written
• Organized - good planner, able to coordinate complex assignments and multiple tasks
• Practical and analytical, good problem-solving ability
• Proficient in digital and web management tools
• Self motivated and great work ethic
• Versatile- some assignments require methodical approach while others may be more "crisis" oriented
   

EDUCATION/EXPERIENCE:

• Bachelor’s degree in business, communications, or related field with four (4) or more years of experience managing channel operations, including familiarity with content, technology, user experience, performance measurement and/or other areas of relevant expertise
  • [OR] Associate’s degree in business, communications, or related field with six (6) or more years of experience managing channel operations, including familiarity with content, technology, user experience, performance measurement and/or other areas of relevant expertise
  • [OR] High School Diploma with eight (8) or more years of experience managing channel operations, including familiarity with content, technology, user experience, performance measurement and/or other areas of relevant expertise