Communications and Community Relations Manager

Job Description

BENEFITS

Veolia's comprehensive benefits package includes paid time off policies, as well as health, dental and vision insurance. In addition, employees are also entitled to participate in an employer sponsored 401(k) plan, to save for retirement.  Pay and benefits for employees represented by a union are outlined in their collective bargaining agreement. 

Position Purpose: 

The Communications and Community Relations Manager is responsible for the consistent articulation of the Veolia mission through comprehensive internal and external communication and stakeholder programs for local utility operations in Delaware. Works under the direction of the Vice President, Utility Communications and closely with local senior management to deliver communications that align with and support the Veolia brand and local goals. He/she is intimately familiar with water and/or wastewater operations and the industry, customer communications, employee engagement, media relations, community relations and stakeholder management.

Primary Duties/Responsibilities:

Nature & Scope-Principal Areas of Responsibilities:

The primary mission of the position is to support and promote a better understanding of Veolia -- its water-related services, objectives, programs, and commitment to excellence -- to the company's internal and external stakeholders.

Under the direction of the Vice President, Utility Communications, the Communications and Community Relations Manager develops strategic, comprehensive and professional communications and community programs that educate customers, employees and other stakeholders about company objectives and promote and celebrate the Veolia brand:

• Develops and implements communications and external stakeholder plans that align with both company and local goals.
• Develops a wide array of communications, including strategic plans, customer communications, press releases, speeches/presentations, etc.
• Accountable for communications performance goals established by Corporate Communications.
• Manages local websites, social media and digital networks, providing consistently fresh and relevant content.
• Manages and is accountable for the local communications budget.
• Other activities as deemed appropriate.

Key Focus Areas:

• Customer Communications
  • Develop communications that seek to increase satisfaction, brand perception and support a customer-focused organization.
  • Satisfy customer preferences by applying an omni-channeled approach that includes a variety of digital and traditional communications channels.
  • Create and execute communications programs for targeted stakeholder segments, including informational sessions, stakeholder dialogues and customer advisory groups.
  • Collaborate with communications directors/managers across the company and contribute to the development of company-wide strategic communications plans and programs.
  • Monitor, collect and analyze customer data, including the identification of trending / emerging issues, including but not limited to customer advisory panels, stakeholder dialogues, client research, social media, customer web behavior, focus groups, surveys and customer service centers. Incorporate learnings with the aim of creating customer focused solutions.
• Employee Engagement
  • Develop rich and meaningful internal communications that promote projects, champion change, foster employee pride, and inspire commitment to company goals.
  • Celebrate employees and their contributions through various company platforms and activities (award programs, newsletters, social media, storytelling, participation in company activities, e.g.).
• Community Relations
  • Accountability for and oversight of the local company’s Corporate Social Responsibility programs, including Veolia’s signature environment, education and community assistance programs.
  • Foster an inclusive external culture by building and maintaining relationships with local community NGOs and other influential stakeholders and incorporating their input where appropriate.
  • Develop community programs that further educate stakeholders on company initiatives, the water industry and the Veolia brand.
  • Manage local company’s charitable giving program and ensure alignment with corporate goals and policy.
• Media
  • Develop compelling stories and generate leads that cultivate journalists’ interest in the Veolia brand.
  • Convert pitches and meaningful conversations to earned placement.
  • Develop social media and digital content that champions the brand and supports local business strategies and goals.
  • Develop articles and pitch stories beyond local media reach to include industry and trade publications and national media where appropriate.
• Other Key Stakeholders
  • Develop and maintain strong working relationships with influential community and civic organizations and elected and municipal officials.
  • Keep external stakeholders informed of company practices, business decisions, and programs which impact customers and the community.
  • Build stakeholder loyalty and satisfaction by responding with urgency to requests and concerns.
  • Maintain a comprehensive understanding of state and local current affairs issues. Be the lead contact between strategic external stakeholders and company operations.
• Crisis Communications
  • Act with expedience to develop and implement customer communications during emergencies.
  • Command the use of multiple tactics and channels, accounting for customer preferences.
  • Act as communications adviser for local leadership and foster communications best practice.
  • Provide support for other business operations as may be needed.

Additional Information:

• This is a hybrid role.

Qualifications

Education/Experience/Background:

• Bachelor’s degree in communications, English, journalism, public relations or equivalent is required. Master’s degree preferred.
• Total work experience of 5+ years in communications and/or public relations.
• Working knowledge of the water services or utility industry, a strong plus.
• Sound communications experience and skills, including professional and creative writing, media relations, internal and external stakeholder communications, community relations, public speaking, etc. required.

Knowledge/Skills/Abilities:

• Development of comprehensive communications external and internal programs that support local, national and global business objectives and initiatives.
• Exceptional writing and speaking skills with the ability to construct compelling stories that promote the company’s objectives, brand and its employees.
• Strong relationship-building skills with customers, employees, elected officials, regulators, journalists, and other key stakeholders.
• Thorough knowledge of traditional and digital communications and advertising, social media strategy and tactics, and visual and web content.
• Knowledge of communication technologies including web, social media e-mail, print, and graphics.
• Demonstrated success in community event planning and promotion.
• Strong organizational skills and ability to multi-task in a fast-paced environment.
• Ability to work with and engage management and employees of all levels.
• Ability to deliver targeted results to specification at cost and on schedule.
• Good balance of technical/task and people/team leadership skills and orientation.
• Excellent negotiating, networking, and interpersonal skills.
• Ability to effectively manage external agencies and vendors.
• Must be available for weekend and evening activities, as needed.