AddressThe Specialist, Loyalty Communications, will support the development of customer Loyalty Communications as part of the Service Communications team. This role requires collaboration with many cross-functional teams across the organization to develop and execute engaging communication strategies for loyalty programs, including Xfinity Rewards.
The Specialist will manage our proactive service-focused Social Media presence and assist in the development of personalized customer communications. It’s important that the person who fills this role takes a customer-centric approach in all interactions, maintains brand consistency, and partners with insights teams to assess communication effectiveness.
Core Responsibilities:
- Collaborate with appropriate teams and stakeholders to support the development and execution of communication strategies aimed at promoting, informing, and educating customers about key loyalty programs such as Xfinity Rewards, Refer-A-Friend, and others.
- Manage proactive Social Media communication strategy, particularly for the @xfinitysupport handle on the X platform, including developing an editorial calendar and contributing to the approval process of creative assets with external agency and internal partners.
- Assist in managing the creative development of 1:1 customer tactics across various channels (i.e., email, SMS, app, web, etc.) for key loyalty programs.
- Ensure our communication strategies prioritize the customer’s perspective, consistently delivering a customer-centric experience across all interactions.
- Collaborate with internal teams to ensure consistency of brand voice, messaging, and outreach efforts.
- Maintain a “walking roadshow deck” that can be easily socialized to partnering stakeholders across various programs.
- Partner with Measurements and Insights Team to prove effectiveness of commutation strategies.
Requirements:
- Bachelor's Degree or equivalent.
- Generally requires 2+ years related experience.
- Communications experience with strong command of written language including grammar, tone, and voice.
- Consistent exercise of independent judgment and discretion in matters of significance.
- Familiarity with loyalty and appreciation programs.
- High attention to detail with a high standard for quality work.
- Ability to manage and prioritize multiple projects.
- Consistent exercise of independent judgment and discretion in matters of significance.
- Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary.
- Other duties and responsibilities as assigned.
Employees at all levels are expected to:
- Understand our Operating Principles; make them the guidelines for how you do your job.
- Own the customer experience think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
- Know your stuff be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
- Win as a team make big things happen by working together and being open to new ideas.
- Be an active part of the Net Promoter System a way of working that brings more employee and customer feedback into the company by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
- Drive results and growth.
- Respect and promote inclusion & diversity.
- Do what's right for each other, our customers, investors and our communities.
Disclaimer:
- This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.
Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.
Education
Bachelor's Degree
While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.
Relevant Work Experience: 2-5 Years
Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most.
That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.
