Client Communications Director

Ascensus is the leading independent technology and service platform powering savings plans across America, providing products and expertise that help nearly 16 million people save for a better today and tomorrow.

Section 1: Position Summary

The Client Communications Director will be responsible for developing and executing cohesive communications plans to support features launches as part of Ascensus’ digital transformation of product, service and operational capabilities for all client audiences. This role requires collaboration with business stakeholders and marketing to implement effective and informative communications that enhance client experience and drive desired outcomes.

Section 2: Job Functions, Essential Duties and Responsibilities

• Design and implement external communications strategies to increase client awareness, utilization and appreciation of transformative digital features and operational enhancements.
• Lead cross-functional teams comprised of Product, UX, Service and Marketing team members and leaders to build out elements of the communication journeys, including but not limited to emails, videos, UX/web copy and in-app alerts, text messages, product guides and other client-facing information, on time and on budget.
• Serve as strategic communications lead on project teams to ensure voice of the customer is heard, communications best practices are applied, and communications strategies achieve the project’s business objectives.
• Drive a digital-first, client-centric approach by focusing on communications channel, personalization and tone to enhance engagement.
• Serve as subject matter expert, both technical and experiential, across the lifecycle of a retirement plan, as well as across audiences (advisor, plan sponsor, participant), and maintain working knowledge of competitive positioning and experiences.
• Maintain deep knowledge of the customer experience.
• Manage multiple content projects simultaneously, meeting deadlines and quality standards.
• Analyze content effectiveness and make improvements as needed based on quantitative performance metrics and qualitative feedback.
• Responsible for protecting, securing, and proper handling of all confidential data held by Ascensus to ensure against unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm to Ascensus or our clients.
• Our Core Values of People Matter, Quality First and Integrity Always® should be visible in your actions on a day-to-day basis showing your support of our organizational culture.

Supervision  

• N/A

Section 3:  Experience, Skills, Knowledge Requirements

• Bachelor’s degree in Communications, Marketing, English, or a related field.
• Proven experience (7+ years) creating and directing communications strategies in a regulated industry, ideally in retirement, financial services or a similar sector.
• Experience collaborating with cross-functional teams, including business stakeholders and legal/compliance teams, to develop accurate and on-brand messaging.
• Strong project management and organizational skills, and ability to manage competing priorities.
• Ability to work in a fast-paced, deadline-driven environment.
• Strong understanding of brand guidelines and editorial standards.
• Proficient in Microsoft Office Suite; familiarity with email marketing platforms and operational tools is a plus.

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