Customer Service & Communications Manager

Position Title: Communications and Customer Service Manager 

Reporting To: Director of Member Services 

Responsibilities:

1. Communications
   • Strategy Development: Create and execute communication strategies and media calendars that align with organizational goals and drive engagement.
   • Content Creation: Oversee the development of high-quality content for a variety of platforms, including press releases, newsletters, website updates, and social media.
   • Media Relations: Build and maintain relationships with media outlets and journalists to secure coverage and enhance the organization’s visibility; coordinate placement of op-eds; manage CPCNH’s paid media budget.
   • Internal Communication: Develop and implement internal communication initiatives to ensure employees are informed and engaged with organizational updates and initiatives.
   • Analytics and Reporting: Monitor and analyze the effectiveness of communication strategies and campaigns, providing insights and recommendations for continuous improvement.
   • Collaboration: Work closely with cross-functional teams, including Member Services, Administration, Projects & Programs, and Regulatory & Legislative Affairs to support organizational objectives and initiatives.
2. Customer Service
   • Messaging: Develop, maintain, and provide updates to customer messaging including contact center talking points; Frequently Asked Questions; customer enrollment letters; and website messaging.
   • Escalations: Field customer service escalations from the contact center.
3. Events 
   • Events: Coordinate CPCNH participation in and sponsorship of conferences and events.

Qualifications: 

1. Bachelor’s degree in business, communications, public relations, marketing, or a related field; Master’s degree preferred.
2. Five (5)+ years of experience in customer service, communications, public relations, or a similar role, with a proven track record of successful strategy development and execution.
3. Strong writing, editing, and verbal communication skills.
4. Proficiency in digital communication tools, content management systems, email marketing systems, social media platforms, and analytics software.
5. Excellent interpersonal skills and the ability to work collaboratively with diverse teams.
6. Strong organizational and project management skills, with the ability to manage multiple projects simultaneously.
7. Knowledge of current trends and best practices in communications and public relations.
8. Passion for providing outstanding customer service and improving the customer experience.
9. Commitment to serving the CPCNH’s mission and values and providing excellent service to the New Hampshire residents/customers that make up our membership.

Work Location: This is a hybrid position with offices in Concord and Lebanon, New Hampshire, with occasional travel statewide and 1-2 office days per week.

About CPCNH: Read about CPCNH at www.cpcnh.org.

Interested Candidates Apply Here: https://cpcnh.applytojob.com/apply/RgzY2DHDt6/Customer-Service-And-Communications-Manager