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| Company: |
Iron Mountain |
Required Education: |
4 Year Degree |
| Job Type: |
Marketing |
Required Experience: |
At least 5 year(s) |
| Base Pay: |
N/A |
Required Travel: |
None |
| Other Pay: |
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Location: |
 US-MA-BOSTON
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| Employee Type: |
Full-Time |
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| Manages Others: |
No |
| Relocation Covered: |
Not Specified |
| Reference ID: |
045737 |
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Title: Communications Manager-North America
About Iron Mountain
Iron Mountain (NYSE:IRM) is the industry leader in information protection and storage services. Since going public in 1996, Iron Mountain has grown from $139M in revenues to a Fortune 1000 company with over $3B in revenues. Forbes magazine has recognized Iron Mountain as one of the "Top 400 Best Big Companies" and FORTUNE Magazine has consistently ranked the Company as one of "America's Most Admired Companies" for diversified outsourcing. In early 2009, Iron Mountain was added to the prestigious S&P 500 Index.
The Company offers comprehensive records management, data protection, and information destruction solutions along with the expertise and experience to address complex information challenges such as rising storage costs, litigation, regulatory compliance and disaster recovery. Founded in 1951, Iron Mountain is a trusted partner to more than 120,000 corporate clients throughout North America, Europe, Latin America and the Pacific Rim. For more information, visit www.ironmountain.com.
We are currently recruiting for a Communications Manager.
Job Summary
The Communications Manager will develop proactive and recurring communications programs for our organization with a focus on large, broad based strategic initiatives such as revenue management. This role will represent the "voice of the customer" and will develop mechanisms for close alignment with our customer base. In addition, this position will team with individuals across the organization (Account Services, Marketing, Operations) to communicate strategic goals and objectives.
This role requires the appropriate representation of the Iron Mountain brand and image, and will demonstrate the value that our organization provides by executing successful communication programs to achieve organizational revenue goals. In conjunction, this position will be instrumental in building programs to learn more about customer preferences and behaviors regarding communication.
Essential Functions
40%
Program Development-Define, develop, implement and evangelize communication plan across the organization and within our customer base. Ensure that Iron Mountain’s key customer messages are relevant, consistent and timely for key audiences.
Identify critical customer connection points and insert communication efforts accordingly as part of the overall strategy. Leverage existing materials and customer touch points in order to optimize customer preferences and patterns (Customer letters, FAQs, talk tracks, website, etc.) Align with internet, Scout and other sites as key vehicles for internal and external communication.
By identifying customer pulse points and capturing this knowledge early and often, we can further enhance and solidify our customer relationships. This can be done utilizing a "learn – teach – amplify" approach with an eye towards the ongoing development of customer satisfaction and loyalty programs.
20%
Project Management-Identify, consolidate and control communications via disciplined calendars and project management tools. Centralize processes, materials, templates and approval chains to improve response time.
Work closely with customer facing teams such as Account Services and North American Operations to deliver ongoing messages via scheduled and approved outreach programs. Integrate/liaise and leverage sales, operations and marketing teams: marcom, product, corporate, segment, and other geography marketing; channel partner marketing, and sales teams.
20%
Trends & Opportunities-Develop methods of tapping into customer perceptions and preferences. Monitor and listen to customer connection points via a variety of new and traditional methods – listening posts, online communities, focus groups, advisory panels, etc.
Must be able to think creatively and resourcefully to jumpstart communication efforts, instill a sense of customer awareness into existing processes and create new ones based on customer preferences and behaviors. This role will influence Revenue Management decisions based on feedback from customers and the field – meaning he/she will partner with various associates to capture/quantify/distill data to guide these discussions and determine the best mix across a certain geography, service line, customer segment, etc.
10%
Program Measurement- Establish success metrics. Deliver qualitative and quantitative results/yield reporting for benchmarking and analyses. Analytical and database skills are required for positioning the program accurately while measuring and demonstrating success. Contribute to program planning and budget development. Manage program spending vs. budget.
10%
Advice and Counsel- Institute key program elements and processes, educate organization on proper usage by setting rules of engagement, writing advice packets and popularizing new avenues for customer outreach. Align with key stakeholders to improve overall Customer Experiences via better communication programs.
KNOWLEDGE, SKILLS, AND ABILITIES
- 4-6 years experience in communications function or demonstrated related area within a large Fortune 1000 organization. Experience in customer satisfaction and loyalty programs is an advantage.
- Must have excellent written and verbal communication skills, along with outstanding project and vendor management skills. Strong editing, proofreading, and organizational skills required. Must be detail-oriented and set high standards for quality. Examples of professional writing will be requested for evaluation.
- Ability to demonstrate success across a multi-level approval matrix is a must. Collaboration and consensus building are key elements.
- Must be a self-starter with a sense of urgency, proven results orientation, and a commitment to delivering high-quality work consistently. The capacity to juggle multiple priorities effectively within a fast-paced environment is vital. A creative thinker with critical analysis and problem-solving skills, along with flexibility/adaptability is required.
- Must be knowledgeable and adept at Microsoft OS, including Microsoft Office, PowerPoint, Microsoft Outlook. Familiarity with database software is highly desirable, but not necessary.
- Analytic abilities are required for collecting data, monitoring past performance, benchmarking, spotting trends and influencing strategic decisions. Data collection and analytic proof statements will also be a critical element for decision making.
Business Expertise:
Must become familiar with Iron Mountain business model and operational needs in order to add value to service line communication efforts. This candidate will work with senior leaders and peer groups across multiple service lines and should develop a baseline understanding of each. The best candidates will possess extensive and varied communications experience coupled with a strong business background.
Leadership:
Demonstrated leadership competency in delivering on strategic initiatives tied to business objectives in a fast paced and changing environment is required. Successful candidate will have many opportunities to influence senior management and drive significant communication-oriented organizational and behavioral changes. Must lead by example, be a team player and a well rounded independent contributor.
Problem Solving:
There are complex communication challenges that need to be addressed – large databases with outdated contact information, multiple internal and external distribution groups, unprecedented communication demands, manual processes, etc. We are looking for creative, low cost, high impact technology solutions to expedite our communications efforts.
Area of Impact:
Due to our matrix management organization, this role will have significant impact across the organization, but more importantly, with our customer base.
Interpersonal Skills:
Candidate should be highly motivated, customer focused with a high energy level and strong work ethic. The selected candidate will exhibit professional communication skills as demonstrated by successful communication efforts within a large F1000 company. The individual should be dedicated to the cause of improving communications at Iron Mountain and within our customer base. Must demonstrate flexibility under stress, comfort in a rapidly changing environment, and ability to manage competing and shifting priorities. High degree of professionalism and integrity is required.
Travel Requirements:
Total travel: 10-15%
Overnight travel: 10-15%
The ideal applicant will have current exp. in Communications Management.
At this time we are considering only local candidates who are able to work without employer sponsorship. No agencies or phone calls, please.
Only those candidates whose experience best meets our requirements will be contacted.
Iron Mountain is an Equal Opportunity Employer.
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