Communications Consultant

Conteúdo do emprego

Description

As part of its activities, ORES is looking for a Customer Communication Consultant.

This is a full-time assignment with an estimated duration of 6 months, renewable, and which will ideally start on March 3, 2025.

Part of the assignment may, in consultation with the manager, be done remotely, but a presence on the Gosselies site for at least 2 days per week is mandatory. Additional days of on-site presence may possibly be requested from the consultant, depending on the needs of the department (on an ad hoc basis). As the Gosselies site is not easily accessible by public transport, possession of a driving license and a vehicle will be preferable for travel.

Context

ORES’s communication is at the service of the customer. To make their life easier, we must first and foremost take care of our relationship with them and make ORES accessible. The customer must know when and how they can call on ORES and they must be able to do so in a simple way. For each type of customer, ORES offers useful and simple services and communicates via the channels that the customer uses, in an adapted language. Communication supports the company’s objectives, namely:

• Modernization of the network
• Embarking the customer in the energy transition
• Simplification

Within ORES, and more particularly in the Customers and Markets department, the customer is at the heart of our activities. To support this ambition, we have implemented the following axes:

• Digitalization: dominant customer interaction channel, while continuing our role as a public service for those who are not digitalized / need help
• In 2030, more than 80% of transactions (by quadrant) digitalized - with focus on inbound transaction, outbound transaction
• Optimized channel management by providing a good level of customer satisfaction (>8/10)
• Reduction of existing costs of non-digitalized channels (mails, calls, etc.) and also avoid additional costs in the face of forecasts of increased customer interactions in the future
• Strengthen our reporting/KPI and dashboard tools across all our communication channels and application sources
• Simplify our communications to be understood by our customers from the first reading

These axes require a clear view of customer journeys and communications to customers as well as the levers at our disposal to improve them.

In this mission, you will be required to work on customer communication plans in connection with customer journeys and company projects. You will have to identify communication objectives, channels and targets while deploying appropriate communications. Collaboration will be carried out with operational marketing to set up communications related to customer journeys. And close relationships will be established to deploy communications in line with the company’s strategic marketing and the channel management department.

Main Tasks:

• Propose and co-organize the design, implementation and evaluation of the communication plan for projects, company departments, within the framework of the strategy established by marketing.
• Ensure the development and compliance of budgets relating to these activities, communication timings/deadlines.
• Supervise the management of contacts, relationships and contracts with external service providers: communication agencies, event organizers, public or private institutions.
• Ensure consistency in the visual identity and create creative messages, adapted to the targets and consistent with the image of ORES.
• Ensure the dissemination, implementation, validation and compliance of this visual identity and messages in order to support consistent, strong and uniform communication from ORES to customers, across all communication media.
• Ensure the implementation and completion of the actions of ORES customer communication plans with the communication team and other colleagues concerned.
• Ensure the quality of deliverables and determine KPIs to measure the effectiveness of the communication actions carried out and produce reporting.
• Develop existing communication plans according to needs and inform the communication team of developments and changes in the communication plans.
• Guarantee the consistency of the actions of the customer communication plan with the corporate communication plan and the company’s overall communication plan.
• Keep up to date with developments in the energy sector and their impact on customer communications.
• Collaborate with internal stakeholders (corporate, finance) to ensure the integration of com’ content into customer channels.
• Ensure the backup of the community manager and the webmaster.

Desired Profile:

The technical skills sought and the associated seniority levels are listed in the "skills" section below.

From a "soft skills" point of view, the consultant is expected to be/have:

• Customer-oriented: ability to put oneself in the shoes of customers to understand their communication needs and expectations.
• Team spirit: ability to work in collaboration with different internal and external teams.
• Proactive and autonomous: take initiatives to bring ideas to the table in terms of communication + identify areas for improvement and bring them up + manage the implementation of several communication plans simultaneously and meet deadlines.
• Creative: bring ideas and avenues for improvement in both the plans and the communication deliverables.
• Rigorous: ensure quality of deliverables and consistency of content.
• Coordination of contacts with other departments: to facilitate the implementation of the modeling of communication plans and the monitoring of actions.
• Analytical thinking leading to the translation of ideas into messages and the implementation of decided actions.