Director of Communications and Experience

Who We Are
At SMS Assist, we're not just in the business of fixing properties-we're fixing an entire industry. Typically, facilities maintenance is tough work-both in the nature of the job (plumbing, HVAC, snow removal) and the lack of clarity throughout the experience. We decided a better way wasn't only possible, but essential. Through our award-winning technology platform, built and powered by SMSers, we connect local contractors to our customers and help manage an experience that surpasses expectations.
Recognized on Forbes' Cloud 100 list, Deloitte's Technology Fast 500, Chicago Crain's Top Tech Employers, and more, SMS Assist manages more than 186,000 properties where people live and work. Our customers' livelihoods are in our hands-think a restaurant manager whose only fryer goes down on a busy Friday night or a family in Florida without power after a hurricane. We work across the industries that make up your community, including retail, food service, banking, residential, and more, and we help them find the right provider in our network (we call them Affiliates) in more than 45 trades.
We're innovators, disruptors, and out-of-the-box thinkers. We set each other up for success in the office and for the perfect spike on the volleyball court during an intramural game. We're community volunteers, karaoke partners, and lifelong friends. We're passionate about the people we serve, and we give our all because we care. We want to make every property better, and we want your help to make it happen.
Job Summary
The Director of Communications and Experience is responsible for working closely with the executive team to manage internal and external communications. This person is also responsible for working with the CMO and other executives to develop and execute events, programs, and initiatives that enhance the overall SMS Assist experience-both inside and out! This role is both tactical and highly strategic in nature. This role leads a team that helps align SMS Assist's key messaging and experience for internal and external audiences.
Responsibilities

• Direct and oversee internal and external communications programs to foster alignment among stakeholders and amplify strategies for key initiatives
• Design and implement corporate communication programs according to organizational needs.
• Understand and translate brand and style guidelines into a clear, confident, and human voice
• Oversee preparation of internal employee communications regarding company performance, future direction, and corporate or human resource policies
• Collaborate with internal stakeholders to create a range of inclusive, best-in-class SMS Assist events that help reinforce the company's purpose, vision, values, and mission
• Oversees facilitation of SMS Assist focus groups, shadowing, and other channels to generate research and feedback on the overall SMS experience
• Help identify potential events or engagement initiatives to help drive employee satisfaction and retention
• Champion a positive experience for all SMSers regardless of level, background or role, and help all direct reports do the same
• Ensures accuracy and timeliness of information distributed
• Oversees strategy, content, and features of the company Intranet to drive engagement and provide valuable information to employees
• Coach leaders on effective spoken and written communication
• Maintain a big-picture perspective; able to link programs, activities, and communications in ways that support a cohesive SMS Assist experience
• Establish and maintain a dynamic network of SMS Assist subject matter experts and partners to enable quick and effective problem-solving with SMS Assist experience and communication initiatives
• Manage schedule of enterprise communications for prioritization and in support of a positive SMS Assist experience. Ensure accuracy and timeliness of information distributed
• Manage the content of brochures, handbooks, memos or emails
• Collaborate with the marketing department to ensure customer and Affiliate communications comply with the corporate communication strategy
• Responsible for the corporate internal communication strategy and execution
• Develop budgets/policies/procedures to support the functional infrastructure
• Manage subordinate staff in the day-to-day performance of their jobs
• Ensure that project/department milestones/goals are met and adhering to approved budgets
• Coordinate companywide meetings and senior management meetings including venue, speaker prep, presentation materials, and AV needs
• Liaise with the Public Relations firm on strategy and tactics. Provide input on content for outbound pitching and bylined opportunities.
• Guide development of external content opportunities and speaking opportunities for SMS Assist executives.
• Lead by example and fosters a positive work environment
• Ensure confidentiality of internal and external data
• Perform ad-hoc projects and other duties as assigned

Professional Skills
These are the professional skills we would expect from an individual fully established in this role.

• Verbal Communication - Advanced
• Written Communication - Advanced
• Teamwork - Advanced
• Relationships - Advanced
• Organizational Awareness - Advanced
• Analysis - Proficient
• Problem Solving - Advanced
• Prioritization - Advanced

Role Specific Skills

• Knowledge of various marketing channels (email, social, paid, direct mail, SEO, etc.)
• Computer Skills: Advanced proficiencies in Microsoft Word, Excel, PowerPoint, Outlook required
• System Experience: Experience with WordPress, Google analytics and the top social channels, Adobe, Social tools, Saleforce, Hubspot or other Marketing Automation tool required
• Strong executive presence, professional client service manner, and ability to interact with all levels of management essential
• Deep knowledge of the managed sub-function and solid knowledge of the overall departmental function

People Management Skills

• Proficient in all people management processes, including recruitment, performance management and reward
• Proficient in building, growing and developing a team; including department structure design and resourcing
• Proficient in coaching and developing individual team members to reach their potential
• Proficient in engaging a team through communication, processes, personal impact and influence

Qualifications
Minimum Qualifications

• Bachelor's degree
• 5 years of experience in communication and/or marketing

Other Relevant Qualifications

• 3 years of management experience

Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities, and schedule may change at any time with or without notice.
SMS Assist is an Equal Opportunity Employer (EOE) that welcomes and encourages all applicants to apply regardless of age, race, color, religion, sex, sexual orientation, gender identify and/or expression, national origin, disability, veteran status, marital or parental status, ancestry, citizenship status, pregnancy or other reasons prohibited by law.
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