As a Marketing Manager within the Digital Operations Experience team, I develop B2B customer communications focused on service messaging, customer engagement, and digital portal adoption for Spectrum Business customers.

Spectrum Business

Strategic Content Development

I specialize in crafting multi-channel B2B customer communications that support service awareness, operational readiness, and customer engagement initiatives. My work includes service-impact messaging, adoption campaigns, operational updates, and customer education communications designed to improve clarity and strengthen client trust.

By partnering cross-functionally with operational, technical, and leadership teams, I help ensure communications are accurate, timely, and aligned with both customer needs and organizational objectives.

Engagement Tactics

Our team develops client communications using a strategic, audience-first approach tailored to each customer’s industry, operational challenges, pain points, and specific services. This understanding forms the foundation for all messaging and allows us to create communications that are both relevant and actionable.

We craft messaging with a solutions-oriented mindset and clear calls to action — focusing on ways clients can streamline operations, improve efficiency, enhance productivity, and better utilize their services and digital tools. Communications are delivered through a multi-channel approach including email, direct mail, bill messaging, and digital platforms, ensuring a consistent and seamless customer experience across touchpoints.

In addition to supporting day-to-day communications, I contribute to large-scale service and operational messaging initiatives that require cross-functional collaboration, careful coordination, and a strong focus on clarity and customer experience.

Execution & Results

We continuously monitor the performance of B2B client communications through engagement and adoption metrics including unique open rates, click-through rates, conversion rates, and customer experience data. These insights help guide and optimize future communications strategies, messaging approaches, and customer engagement efforts.

Recent results include:

Successfully supported communications for a large-scale biller consolidation initiative impacting 90,000+ clients, helping transition approximately 90% of Enterprise clients to a single billing platform.
Generated 47,000+ client portal registrations in 2023 — a 250% year-over-year increase — along with nearly 30,000 client adoptions.
Maintained an average email unique open rate of 26%, outperforming cross-industry benchmarks.
Contributed to a 400% improvement in IVR call deflection while supporting increased Client Effort Scores for both technical support and client support experiences.

A variety of communication samples can be viewed below. Please note that Spectrum Enterprise was rebranded to Spectrum Business in 2025. You may see examples of communications with prior branding.