Same as above
Location - Nashville, TN or open to remote (USA)
Position Summary
Asurion is seeking a strategic, operationally focused Director of Marketing Communications Enablement to lead the development, execution, and evolution of our customer communications ecosystem across email, SMS, and print channels. This leader will be responsible for driving communication effectiveness, operational excellence, regulatory compliance, and platform strategy while ensuring a consistent customer experience across clients and business lines.
The ideal candidate brings deep expertise in customer communication technologies, marketing operations, vendor and agency management, and organizational leadership. They will challenge existing processes, introduce innovative approaches to communication execution, and establish scalable standards that improve efficiency, quality, compliance, and customer engagement.
This role leads a team of six experienced marketing communications professionals who manage large scale, complex programs across multiple systems and oversees an annual operating budget of approximately $15 million.
Key Responsibilities
Communication Strategy & Execution
- Lead the end-to-end execution of customer communications across email, SMS, print and emerging channels.
- Oversee the development, deployment, and optimization of marketing and operational communications that support customer engagement, retention, service adoption, and regulatory requirements.
- Ensure communications are delivered accurately, efficiently, and in compliance with all applicable legal, regulatory, and brand standards.
- Establish governance and best practices that drive consistency across communication programs, clients, and business units.
Platform & Operational Leadership
Own the strategy, roadmap, and operational effectiveness of Asurion's communication technology ecosystem, including:
AMP (Asurion's proprietary email and SMS platform)
Iterable
Infobip
Additional communication and workflow technologies as needed
Evaluate current execution models and recommend innovative approaches to improve scalability, flexibility, cost efficiency, and speed-to-market.
Drive platform standardization and process optimization across internal teams and client programs.
Develop and implement measurement frameworks to assess communication effectiveness, operational performance, and ROI.
Vendor & Agency Management
- Manage strategic relationships with communication vendors, technology partners, and external agencies.
- Oversee agency partners responsible for legally required and compliance-related customer communications, including printed mail programs.
- Establish performance expectations, service-level agreements, and accountability measures for external partners.
- Identify opportunities to improve service quality, reduce costs, and enhance operational efficiency through vendor optimization.
Client & Cross-Functional Leadership
- Partner closely with Marketing, Product, Legal, Compliance, Technology, Customer Experience, and Client Services teams to align communication strategies with business objectives.
- Serve as the executive owner for communication standardization efforts across clients while balancing client-specific requirements.
- Influence senior stakeholders through data-driven recommendations and operational insights.
Team Leadership & Development
- Lead, mentor, and develop a high-performing and highly experienced team of six communications professionals.
- Foster a culture of innovation, accountability, collaboration, and continuous improvement.
- Build organizational capabilities that support future growth and evolving communication needs.
- Establish clear performance expectations and career development opportunities for team members.
Financial Management
- Manage an annual communications operations budget of approximately $15 million.
- Oversee budget planning, forecasting, vendor negotiations, and expense management.
- Drive financial discipline while identifying opportunities to improve efficiency and maximize return on investment.
Qualifications
Required
- Bachelor's degree in Marketing, Business, Communications, Technology, or related field.
- 10+ years of experience in marketing operations, customer communications, CRM, lifecycle marketing, or related disciplines.
- 5+ years of people leadership experience managing high-performing teams.
- Experience leading large-scale email, SMS, and/or direct mail communication programs.
- Demonstrated success managing marketing technology platforms and vendor ecosystems.
- Experience overseeing multimillion-dollar budgets and strategic vendor relationships.
- Strong understanding of communication compliance requirements, governance practices, and operational controls.
- Exceptional analytical, strategic thinking, and problem-solving capabilities.
- Proven ability to influence senior leaders and drive cross-functional alignment.
Preferred
- Experience with Iterable, Infobip, Salesforce Marketing Cloud, Adobe Campaign, Braze, or similar customer communication platforms.
- Experience managing proprietary or internally developed marketing technology solutions.
- Background in telecommunications, insurance, subscription services, retail, or other customer-centric industries.
- Experience leading communication standardization or transformation initiatives across multiple business units or clients.
Success Measures
In the first 12-24 months, this leader will:
- Modernize and optimize Asurion's communications execution model across email, SMS, and print.
- Establish scalable standards and governance frameworks across client programs.
- Improve operational efficiency, communication effectiveness, and cost management.
- Strengthen vendor and agency performance management practices.
- Develop a high-performing team positioned to support future business growth and evolving customer communication needs.
- Deliver measurable improvements in customer experience, compliance execution, and communication ROI.