Customer Service Specialist

The Associate State Director, Communications engages in the development and implementation of communications strategies tailored for target audiences over multi-channel platforms. Measures communication campaign effectiveness for return-on-investment. Leads or assists in leading the design of communications campaigns that raise brand awareness and inform, educate, and influence internal and external audiences. Ensures content aligns with the enterprise brand strategy and brand architecture. Designs, produces, and/or reviews communications products for use internally and externally. Collaborates with management to identify opportunities to streamline communication processes and develop new procedures that support the business unit/department.

Responsibilities

• Leads the development of communications strategies tailored for target audiences over multi-channel platforms, and execution of those efforts to inform, educate, and influence both internal and external audiences.
• Develops integrated communications strategies to reach key audiences, oversee implementation, and measure results.
• Develops message frameworks based on message research including tailoring to diverse audiences.
• Develops and refines messaging to ensure organizational consistency in all aspects of communication.
• Leverages internal and external communication platforms to relay complicated content using storytelling, illustrations, and other consumable formats.
• Produces or collaborates on producing a variety of individual communications products for internal and external audiences, including designing, writing, editing, and/or publishing communications across social, digital, earned media and owned channels.
• Develops and executes integrated communications and marketing plans while providing day-to-day communications and marketing support and superior client service.
• Identifies and shares opportunities for public and media relations, thought leadership initiatives, social media, and digital tools that support programmatic objectives.
• Acts as day-to-day project manager for internal and external departmental communications efforts.
• Develops timelines to meet project commitments and to ensure deliverables from across the organization and external partners are on time.
• Works with management and partners in other departments to measure and report on program results, perform research and deliver findings, and understand and leverage segmentation data.
• Plans, organizes, and implements special assigned projects working with cross functional teams.
• Determines scope and execution, tracks progress towards milestones, establishes timelines, and evaluates progress.
• Establishes project communication plans and ensures internal/external stakeholders are informed regarding project processes and impact.
• Plans, coordinates, and supports internal and external events, forums, and convenings that advance organizational priorities.
• Develops event communications strategies, messaging, and materials; coordinates logistics, timelines, speakers, and cross-functional partners.
• Supports and engages volunteers in communications activities in accordance with state plan goals and communications priorities.
• Develops and leverages relationships with key media outlets and establishes strategic media partnerships to raise the visibility of the organization with members, the public, and key influencers.
• Serves as a media spokesperson as needed.

Qualifications

• Bachelor’s degree required; Master’s degree preferred. Additional relevant training, certifications, or professional development are a plus.
• Minimum of 5 years of experience planning, executing, and evaluating strategic communications campaigns, with a demonstrated ability to collaborate with cross-functional teams and manage complex, innovative projects.
• Experience working with volunteers in a nonprofit environment.
• Proven experience engaging multicultural media outlets and communicating effectively with diverse audiences, ensuring integration of engagement strategies across geographies and issue areas.
• Demonstrated ability to lead the design and execution of communications campaigns that increase brand awareness and align with enterprise brand strategy and brand architecture.
• Familiarity with new technology, such as AI, is required.
• Ability to exercise independent judgment and discretion, including evaluating multiple courses of action and making or recommending well-reasoned decisions.
• Strong collaboration skills, including partnering with management to identify opportunities to streamline communication processes and develop new procedures that support departmental and organizational goals.
• Strong analytical and strategic skills, with the ability to evaluate, adjust, and optimize strategies and tactics in a fast-paced environment; demonstrated adaptability, ability to manage multiple systems, and a results-driven mindset.
• Ability to travel both in-state and out-of-state, up to 20% required.

Equal Employment Opportunity

AARP is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. AARP does not discriminate on the basis of race, ethnicity, religion, sex, color, national origin, age, sexual orientation, gender identity or expression, mental or physical disability, genetic information, veteran status, or on any other basis prohibited by applicable law.