Primary Role

Responsible for developing and delivering a comprehensive and creative range of centrally led communications mainly targeting customers as well as key stakeholders, utilizing both mainstream, digital platforms and existing company customer communications platforms to educate about the services we provide and to enhance the image and brand of American Water.  This role contributes significantly to the company's customer communications across external platforms and direct-to-customer channels. By leveraging strong graphic design skills, the manager creates visually engaging materials and campaigns that enhance message clarity, capture audience attention, and reinforce brand identity. Plays a central role in creating and driving coordinated communications initiatives that consistently amplify and extend the American Water brand and key messages to customers and stakeholders alike. As part of the Corporate Communications team and reporting to the Sr. Director of External Communications, this person works in close partnership with the Customer Service Organization and collaborates with external affairs, government affairs, investor relations, business development, and other functional units to help ensure all communications are aligned and mutually reinforcing American Water’s strategic goals and vision. Responsible for helping to develop customer specific digital communication strategies and graphic assets as well as coordinating the delivery of key corporate messages, actively supporting customer engagement and fostering positive experiences through innovative digital tools and all communication channels.

Key Accountabilities

• Executes customer communications through owned and paid media that enhance the company’s position among customers and corporate stakeholders.
• Provide support and alignment to state external affairs and communication teams, other business units and graphic/digital communications; support crisis communications activities; provide assistance as needed with M&A/integration.
• Utilizes strong graphic design skills to develop materials and tactics to help educate customers on issues to increase/amplify American Water’s brand, thought leadership and customers service/experience.
• A critical resource in the development and execution of integrated digital customer communications, including but not limited to communications tools (emails, texting, web platforms, future developments in employee communication channels) .
• Works in a cross-functional manner both within External Communications and through Customer Experience, Operations, Business Development, Supply Chain and others to coordinate communications activities and news/announcements.

Knowledge/Skills

• Excellent writing skills with the ability to tell a persuasive/compelling story. 
• Speed, flexibility and adaptability and ability to work under pressure in a fast-paced environment. Excellent time management skills
• Excellent and efficient working knowledge across Adobe Creative Suite, including graphic design and intermediate video editing 
• Team player with ability to be proactive, collaborative and build relationships outside the communications function
• Effective presentation and speaking skills 

Experience/Education

• Bachelor’s degree in marketing, public relations, communications or a related field.
• Minimum 5-7 years of relevant experience in support of marketing or corporate communications.
• Minimum of 2 years working directly with Customer Service, Customer Experience or similar customer-oriented functional unit or department.

Work Environment

• Hybrid work schedule 3 days in the office 2 days offsite

Competencies