VP, Customer Service & Economic Development

Customer Service And Economic Development Role

Oversee all aspects of delivering excellent customer service and economic growth and development for Entergy New Orleans (ENO). Responsibilities include building and maintaining strategic relationships with key stakeholders, developing and implementing customer programs, overseeing two Customer Service Centers, and managing communications in response to outages events, including hurricanes / winter storms. The role also requires creating and implementing a strategic plan to identify and execute on growth opportunities for ENO and overseeing the group's efforts in site certification, coordination with other economic development entities and local, state and national developers, and negotiating acquisitions, ESA and other strategic business alliances.

Key measures of success include : achieving Target Zero safety incidents as measured by accident incidence rates; driving actions at the OpCo & system level to achieve strategic customer satisfaction goals as measured by NPS scores; supporting revenue growth & customer service through effective, timely engineering and construction of facilities to meet customer needs; and managing OpCo spending within approved targets for Capital and O&M.

Build market position by locating, developing, defining, negotiating, and closing business relationships. Identify industry trends and potential business deals by researching events, publications, and announcements, and contacting potential partners. Screen, evaluate, track and manage potential business deals by analyzing market strategies, financials, and integration with Entergy's operations and goals. Develop negotiation strategies, closes new business deals, and protects Entergy's value by coordinating requirements, developing and negotiating contracts, and maintaining confidentiality. Key measures of success include : Increasing revenue / load growth annual; Increasing the number of businesses relocating to ENO's jurisdiction; Managing OpCo spending within approved targets for Capital and O&M.

Minimum Requirements

Bachelor's degree in a related field such as accounting, finance, management, marketing, business administration, communications, or economics or equivalent work experience. An MBA is strongly preferred. 10+ years of relevant experience in Customer Service, Utility Operations, Regulatory, and / or Economic Development / Business Development. 5+ years of supervisory experience required or served as a recognized lead role within a team. Knowledge of rates, regulatory requirements, T&D systems, and commercial and industrial processes. Strong analytical and problem-solving skills. Strong interpersonal and communication skills are essential. Knowledge / Experience in Customer Service and operations. Ability to develop annual business plans, handle heavy workload, multiple tasks, and solve practical problems. Ability to consistently participate in evening and weekend networking / relationship building events. Ability to read, analyze, and interpret complex documents and have a comprehensive understanding of different systems, theories, and practices. Ability to respond effectively to the most sensitive inquiries or complaints and applies broad industry and commercial awareness to drive financial and operational performance across sub-functions. Ability to make effective and persuasive speeches and presentations on business development topics to executive management, public groups, and new or existing customers. Demonstrates expert people and / or process management skills as well as customer (external and internal) relationship skills. Demonstrates detailed expertise in very complex functional / technical area or broad breadth of knowledge in multiple areas; understands the strategic impact of the function across sites. Comfortable in a public-facing role that requires frequent interaction / interviews with media.

Primary Location : Louisiana-New Orleans Louisiana : New Orleans Job Function : Professional FLSA Status : Level I Union description / code : NON BARGAINING UNIT Number of Openings : 1 Req ID : 121452 Travel Percentage : Up to 25% An Equal Opportunity Employer, Minority / Female / Disability / Vets. The Entergy System of Companies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws. The Entergy System of Companies complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment including, but not limited to, recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. The Entergy System of Companies expressly prohibits any form of unlawful employee harassment based on race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of the Entergy System of Company employees to perform their expected job duties is absolutely not tolerated.