Director, Customer Communications & Marketing Job Details | National Grid

About the Role

Key Responsibilities

• Develop and execute a comprehensive customer communications and marketing strategy that supports National Grid's mission, regulatory mandates, and customer engagement goals. Ensure alignment with business priorities, customer needs, and evolving market dynamics.
• Oversee the planning and execution of multi-channel campaigns and targeted communications-including print, digital, social, out-of-home advertising and grassroots activations-to promote energy efficiency programs, customer assistance programs, billing and payment solutions, safety and reliability, service or account updates, regulated or mandates information etc. to support customers across all the moments that matter most across the customer lifecycle. Ensure all messaging is inclusive, accessible, and resonates with diverse customer segments.
• Uphold National Grid's visual identity, tone of voice, and brand standards across all customer-facing materials. Provide creative direction and editorial oversight to ensure communications are clear, compelling, and consistent.
• Manage relationships with external marketing, creative, and public relations agencies. Oversee scopes of work, timelines, and deliverables to ensure high-quality execution and alignment with objectives.
• Partner and collaborate closely with internal teams-including Energy Efficiency, Customer Contact Centers, Billing & Collections, Regulatory Affairs, and Corporate Communications-to ensure a unified and coordinated approach to customer engagement.
• Ensure all customer communications meet regulatory requirements and mandated timelines, particularly in support of rate cases, program filings, and compliance initiatives in New York and Massachusetts.
• Leverage customer insights, segmentation, and performance analytics to personalize messaging, refine strategies, and maximize campaign effectiveness.
• Lead customer communication efforts during emergencies, outages, and other high-impact events. Maintain agility in responding to rapidly changing circumstances with timely, transparent, and reassuring messaging.
• Oversee marketing and communications budgets, ensuring efficient allocation of resources and strong return on investment. Track and report on campaign performance, customer engagement metrics, and business impact.
• Foster a culture of creativity, precision, and continuous improvement. Ensure all content-written and visual-is meticulously crafted, audience-appropriate, and aligned with brand and regulatory standards.

Requirements

• Bachelor's degree in Marketing, Communications, Public Relations or a related field.
• 5+ years of progressive experience in marketing, communications or customer engagement roles, in leadership capacity.
• Experience working in or with regulated industries, preferably utilities or energy, with a strong grasp of compliance-driven communications.
• Proven success in leading large-scale, multi-channel campaigns across digital, print, and advertising platforms, and ability to develop and execute strategic marketing and communication plans that drive measurable customer engagement and satisfaction.
• Strong analytical skills with experience using customer insights, segmentation, and performance data to inform strategy and optimize campaigns.
• Demonstrated ability to effectively manage budgets, forecasting, and measuring ROI across marketing and communications programs.
• Strong creative sensibility with a keen eye for design, messaging, and brand alignment.
• Exceptional leadership and team development skills, with the ability to build and lead cross-functional teams, collaborate effectively across departments and with senior leadership.
• Experience managing external agencies and vendors, including creative, media, and public relations partners.
• Excellent written and verbal communication skills, with the ability to translate complex information into clear, customer-friendly messaging.
• Ability to respond quickly and effectively to emerging issues, crises, or changing customer needs with timely and transparent communication.
• Comfortable operating in a fast-paced, matrixed environment with multiple stakeholders and competing priorities.

Nice to Have

• Experience in regulated industries, preferably utilities or energy, with a strong grasp of compliance-driven communications.

Benefits & Perks

• Salary Range in Massachusetts: $180,000 - $212,000
• Salary Range in Upstate NY: $161,000 - $189,000
• Salary Range in Downstate NY: $193,000 - $227,000
• National Grid is an equal opportunity employer that values a broad diversity of talent, knowledge, experience and expertise.
• We foster a culture of inclusion that drives employee engagement to deliver superior performance to the communities we serve.
• National Grid is proud to be an affirmative action employer. We encourage minorities, women, individuals with disabilities and protected veterans to join the National Grid team.