Overseeing the management and operations of Residential Home Protection P&L driven plans and services
Collaborating with cross functional teams and providing leadership and guidance to others without having formal management or supervision responsibilities
Drive the program performance enhancements by coordinating efforts with stakeholders that lead to short and long-term benefits
Develop product, program, and service enhancements to strengthen market effectiveness
Identify and implement promotional strategies and expand offers to other jurisdictions as appropriate
Produce creative and compelling marketing materials and pitch presentations that convey a unified message and vision
Develop and execute exit strategies for non-performing/underperforming programs
Work cross-functionally with internal stakeholders to identify and execute opportunities for product growth and enhancement
Capture and ensure timely follow-up on leads generated by campaigns, events, communications, plans and assessments
Evaluate key performance indicators that provide opportunities to improve lead generation and close rates by implementing initiatives to improve performance
Develop and execute initiatives to improve the effectiveness of more convenient service channels while measuring and analyzing results
Analyze and understand market research results
Set strategies and plans accordingly that create sharp focus on customer needs and wants
Develop campaign plans, set objectives, measure and analyze performance, and demonstrate influence on customer satisfaction
Create mutually beneficial internal relationships by effectively communicating program/market plans and performance results
Standardize programs across all jurisdictions where business justification exists
Deliver on expected P&L, financial growth targets, customer satisfaction scores and regulatory objectives for products, programs & services
Develop, communicate and execute long-term/annual program plans, market and segment plans to deliver financial results
Deliver plans within capital and O&M budget
Represent company as Duke Energy in addressing elevated customer complaint resolution, disputes, and other customer requests
Review work processes within assigned programs and implement as required
Develop/maintain a productive business relationship with the external program support vendors
Manage the vendor relationships as primary product owner
Conduct frequent face-to-face meetings and conference calls with vendor to monitor performance, identify issues and adjust to changing conditions
Ensure that electronic interfaces with Duke Energy is secure, near real time and accurate
Manage and modify contractual obligations for the program
Direct the development of performance goals and tracking systems to monitor program analytics, customer satisfaction and earnings growth goals
Develop, communicate, execute and adjust market plans to achieve at least top quartile satisfaction targets
Requirements
Bachelor’s degree in Marketing, Business, Engineering, or other related degree AND three (3) years minimum of related work experience
In lieu of bachelor’s degree and experience listed above, High School/GED AND ten (10) years minimum of related work experience
Master's degree in Business, Engineering or Marketing (desired)
Proficient in Microsoft Office software tools
Proficient in Power BI – analyzing existing reports and/or building new reports
Proven project management skills
Demonstrated ability to learn new systems
Experience successfully working in a team environment to achieve shared goals
Experience working in utility regulatory environment
Comprehensive financial and business acumen
Analytics capability/ proven ability to analyze market and financial data and research to develop successful customer and product strategies and plans, e.g., market research, market strategy, competitive intelligence, product management, Project development Facility management, product management, program management, energy management, project management or process management experience
Demonstrated experience in change management, process integration and implementation and supervisory or management experience
Business operation experience
Demonstrated excellent interpersonal skills including communications skills, presentation skills, conflict resolution and management skills, excellent leadership skills and good facilitation skills at all levels, both internally and externally to Duke Energy