Manager, Communications & Internet Services
NW Natural
Experienced communications professional with over twenty years of success delivering customer communications, advertising, marketing, media and online strategies that realize corporate goals and exceed creative expectations. Specialties include excellence in the areas of customer satisfaction, message awareness, integrated planning, user experience, employee productivity and the ability to lead and motivate others.
Responsibilities include managing and leading the integrated communications and online channels for the �Corporate Communications Information Services Departments.
- Manage five direct reports providing work prioritization, performance evaluations, mentoring and leadership
- Lead integrated strategic planning efforts encompassing advertising, marketing, customer communications, online channels, public relations and internal communications
- Achieved number 1 or 2 ranking for communications in the JD Power and Associates Residential Customer Satisfaction Survey over the last eight years
- Manage $2 million department budget and complete quarterly forecasts, monthly cost center reports and all associated regulatory tracking of costs required by the OPUC and WUTC
- Direct three outside creative agencies for advertising and marketing campaigns by setting message direction, schedules, budgets, business objectives and to assure the development of campaigns are strategically sound
- Consistently receive over 50% overall message awareness from customers and non-customers
- Experienced gradual growth of key corporate messages year over year
- 2013 sales exceed targets by 15%
- Lead the planning, execution and tracking for the NW Natural Public Safety Awareness Plan as regulated by the Oregon Public Utility Commission and the Washington Utility and Transportation Commission
- Realized 8% blended average safety message awareness growth since taking over the program
- Ranked number 1 eight out of the last eight years for communicating how to be safe around natural gas from the JD Power and Associates Residential Customer Satisfaction Survey
- Manage corporate website, mobile website, and online communications
- Currently manage the two largest IT development projects at NW Natural
- Adoption of online customer convenience programs have grown an average of 7% each year
- In 2013 the website surpassed over 1 million payment transactions for the year – up over �22% from 2012
- Registered users increased over 5% from 2012
- Develop the annual paid media plan and negotiate media contracts with the media buyer
- Project manage and press check the NW Natural annual report