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Job Summary
The Manager, Loyalty Communications is responsible for the planning, execution, and optimization of customer-facing communications that support Xfinity’s loyalty and engagement initiatives.
This role operates as a strategic individual contributor, owning communications from intake through execution and performance review. While this position does not currently have direct reports, it requires demonstrated operational leadership and the ability to influence, guide, and align cross-functional partners, with the expectation to take on people leadership responsibilities in the future.
The ideal candidate brings strong campaign execution experience, exceptional attention to detail, and the ability to translate complex inputs into clear, customer-centric messaging.
Job Description
Campaign Execution & Ownership
- Own the end-to-end execution of loyalty and engagement communications across channels including email, mobile app, push, SMS, and web (.com)
- Ensure all communications are accurate, timely, and aligned with brand and customer experience standards
- Manage multiple concurrent campaigns with strong attention to detail and executional precision
- Identify and resolve issues proactively to ensure seamless campaign delivery
Cross-Functional Leadership & Partnership
- Partner with marketing, creative, analytics, product, and operations teams to gather input and align on communications strategy
- Translate business goals and input into clear messaging and execution plans
- Serve as a key point of contact for communication within a highly matrixed environment
- Influence stakeholders and drive alignment without direct authority
Messaging Quality & Customer Experience
- Ensure all messaging is clear, consistent, and customer-focused
- Apply strong judgment to maintain accuracy, quality, and brand voice across all communications
- Review and refine messaging to optimize for customer understanding and engagement
Performance Monitoring & Optimization
- Review campaign performance and support the development of insights and recommendations
- Partner with analytics teams to understand engagement metrics and outcomes
- Apply learnings to continuously improve communication effectiveness
Operational Excellence
- Maintain and manage campaign calendars, documentation, and workflow processes
- Ensure effective coordination across teams to support on-time and accurate delivery
- Identify opportunities to improve processes, tools, and execution models
What Success Looks Like
- Communications are delivered accurately, consistently, and on time
- Messaging reflects a strong customer-first mindset and brand alignment
- Campaigns demonstrate continuous improvement based on performance insights
- Cross-functional teams are aligned and communication workflows run smoothly
- The role operates with ownership, accountability, and increasing leadership influence
Required Qualifications
- Bachelor’s degree in Marketing, Communications, Business, or related field, or equivalent professional experience
- 3–6+ years of experience in marketing, customer communications, lifecycle/CRM, or related functions
- Experience managing or supporting end-to-end campaign execution across digital channels
- Strong written communication skills with the ability to translate complex information into customer-friendly messaging
- Demonstrated attention to detail and commitment to accuracy
- Experience working in cross-functional, matrixed environments
- Proven ability to manage multiple priorities in a fast-paced, deadline-driven setting
Leadership Expectations (Individual Contributor Role)
- Demonstrated operational leadership, including ownership of workflows, timelines, and execution quality
- Experience guiding, mentoring, or influencing others (peers, partners, or junior team members)
- Strong decision-making skills with the ability to exercise judgment and escalate appropriately
- Ability to lead through influence and drive alignment across stakeholders
- Readiness to grow into people leadership responsibilities over time
Core Skills
- Campaign Execution & Lifecycle Communications
- Customer-Focused Messaging
- Attention to Detail & Quality Assurance
- Cross-Functional Collaboration & Influence
- Organizational & Workflow Management
- Data Awareness & Performance Insights
- Problem-Solving & Decision-Making
Preferred Qualifications
- Experience with loyalty, retention, or customer engagement programs
- Familiarity with customer engagement metrics (e.g., open rates, CTR, engagement trends)
- Experience working in large, matrixed organizations
- Background in subscription-based or customer-centric industries
Employees at all levels are expected to:
- Understand our Operating Principles; make them the guidelines for how you do your job.
- Own the customer experience think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
- Know your stuff be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
- Win as a team make big things happen by working together and being open to new ideas.
- Be an active part of the Net Promoter System a way of working that brings more employee and customer feedback into the company by joining huddles, making callbacks and helping us elevate opportunities to do better for our customers.
- Drive results and growth.
- Support a culture of inclusion in how you work and lead.
- Do what's right for each other, our customers, investors and our communities.
Disclaimer:
This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.
Skills
Campaign Development, Customer Feedback, Customer Loyalty
We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools that are personalized to meet the needs of your reality—to help support you physically, financially and emotionally through the big milestones and in your everyday life.
Please visit the benefits summary on our careers site for more details.
Education
Bachelor's Degree
While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.
Certifications (if applicable)
Relevant Work Experience
5-7 Years
Comcast is an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.