Director, Customer Communications & Marketing

National Grid • Regular • Waltham, US • £180k / year • 24m ago

About us

National Grid is hiring a Director of Customer Communications & Marketing for our Customer Experience team. This position can be located in NY or MA.

Every day we deliver safe and secure energy to homes, communities, and businesses. We are there when people need us the most. We connect people to the energy they need for the lives they live.

The pace of change in society and our industry is accelerating and our expertise and track record puts us in an unparalleled position to shape the sustainable future of our industry. To be successful we must anticipate the needs of our customers, reducing the cost of energy delivery today and pioneering the flexible energy systems of tomorrow. This requires us to deliver on our promises and always look for new opportunities to grow, both ourselves and our business.

Job Purpose

At National Grid, we are committed to delivering safe and reliable energy to our customers and communities. We recognize the vital role that clear, timely, and customer-focused communication plays in building trust, enhancing the customer experience, and supporting our regulatory commitments.

We are seeking a visionary and results-driven Director of Customer Communications & Marketing to lead our efforts in engaging, informing, and empowering our customers through integrated communications and marketing strategies This leader will oversee a high-performing team of communicators, marketers, and creative professionals to deliver inclusive, data-informed messaging across multiple channels—ensuring every interaction reflects our brand values and customer-first approach.

This role is pivotal in promoting energy efficiency and cleaning energy programs, and driving awareness of essential topics such as service updates, billing and payment support, and safety. The Director will ensure that all communications are clear, consistent and aligned with our customer strategy, business objectives and brand standards—delivering a trusted and seamless experience at every touchpoint.

Key Accountabilities

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 reliabiity, 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.

Qualifications

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 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.

More Information

Salary Range:

Massachusetts: $180,000 - $212,000

Upstate, NY: $161,000 - 189,000

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.