Lead, Customer & Business Communications

About the role

The Lead, Customer and Business Communications role is based in Nashville, Tennessee. This role is part of the team ensuring a smooth transition for new Tennessee customers to Spire, a company set to acquire Piedmont Natural Gas in Tennessee.

Responsibilities

• Plan, manage and implement relevant and engaging customer content for the Tennessee region, collaborating with the Communications and Marketing team.
• Implement customer communications for the transition of new Tennessee customers to Spire; own the responsibility for engaging with third parties to meet communication deadlines.
• Manage and coordinate development of customer communications in support of safety, regulatory and compliance, customer experience, legal and business development that aligns with Spire’s companywide vision.
• Provide local support for internal communication needs in collaboration with the employee communications team.
• Support Nashville-area marketing initiatives, helping to align messaging and execution with broader corporate goals.
• Collaborate with the Customer Communications and Marketing Manager and the Communications team to support local business and economic development initiatives.
• Serve as local media contact for the Tennessee utility, handling public relations, issues management and crisis communications with the field, operations/dispatch, claims, customer experience and leadership teams while serving as the company spokesperson as needed.
• Maintain the local 24/7 media line and coordinate media requests in collaboration with other team members.
• Support employee engagement activities, including employee volunteerism, nonprofit events, corporate initiatives and other activities as needed.
• Provide communications support for various departments, such as drafting and/or reviewing letters, articles, memos, fact sheets and speeches, and/or overseeing the creation of print and digital materials to help internal clients meet their objectives.
• Align strategy, content, voice and messaging with Spire’s mission and brand.

Requirements

• Professional experience as a polished writer who is proficient in developing effective communications using a variety of voices, messages and communication vehicles.
• Strong customer communications background and experience with implementing a wide range of communication tactics.
• Employee- and team-focused, results-driven with a calm demeanor during changing or evolving situations.
• High degree of attention to detail, with a strong bias toward taking initiative.
• Strong ethics and integrity, dedication to a safe work environment, commitment to a diverse workforce.
• Ability to adapt to changing conditions and events and to work with a variety of external and internal stakeholders, including senior leaders.
• Exceptional presentation, time management and prioritization skills; ability to manage and track multiple projects, often with competing deadlines.
• Experience with marketing automation tools, marketing technology platforms and digital-first best practices.
• Strong understanding of the Nashville region and its framework of communities and key stakeholders.
• Familiarity with working in a regulated industry.

Qualifications

• Bachelor’s degree in communications, marketing, business, journalism, or related field.
• At least ten years of professional work experience in a variety of communications areas, such as customer communications, public relations, advertising, customer experience, etc.
• Customer communications experience strongly preferred.
• Professional work experience in supporting media and public relations.
• Proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint).
• Marketing automation experience preferred.
• Understanding of Nashville region and its framework of communities and key stakeholders.
• Familiarity with working in a regulated industry.