Citi Group Head Existing Customer Marketing Strategy C14 / SVP 

United States, District of Columbia, Washington 

281778079

Responsibilities

• Drive the ECM Transformation across key pillars of Personalization, Efficiency and Speed – identify and frame initiatives, develop workplans to drive (both in pilot and rollout form), and maintain a comprehensive view of key efforts that will take our marketing to the next level. These could include designing a multi-year plan for “real-time” marketing, overhauling the ECM team’s approach to designing and executing Digital Marketing, leading journey mapping for different customer segments, identifying opportunities for enhanced efficiency through process improvements, automation, resource alignment, etc.

• Design and drive the annual strategic planning process for ECM Marketing for the Transformation, ensuring that overall and within each business we are advancing key Transformation initiatives. Ensure that across each business, the priorities are clear and reflected in our Plans with partners, including Marketing Operations.

• Develop comprehensive Analytics roadmap and priorities for ECM Transformation including customer segmentation and cross-channel approaches, finding new ways to frame program profitability, developing compelling business cases for strategies, and partnering with Analytics on major analyses and opportunities

• Design end to end Monitoring roadmap that will track ECM performance (e.g campaign performance, metrics), customer franchise health (e.g. benefit usage, digital engagement), and the Transformation (e.g. metrics to measure personalization, efficiency and speed). This will include monitoring and tracking performance of ECM Marketing against commitments to each business (e.g. KPI’s, key metrics) as well as our Transformation and provide clear reasons for results, as well as plans and roadmaps to mitigate any under-delivery. Develop means to drive to daily engagement on performance and plans to quickly adjust.

• Develop and implement roadmap for Technology builds and Marketing Operations processes to deliver the Transformation – this could include scaling real time triggers, streamlining Digital processes, revamping capacity planning etc – with an output of an annual and multi-year agreed operational plan that reflects specific business unit commitments and the overall Transformation.

Qualifications

• Bachelor’s Degree in marketing, economics, finance, accounting, engineering, mathematics, statistics, business, computer science or related quantitative discipline and 10 plus years of progressive post-baccalaureate experience. Alternatively, Master’s degree in one of the above fields.

• Experience should include

  • Strong background in business and marketing strategy, having developed strategies “from the ground up” using frameworks, data and competitive and customer insights

  • Demonstrated expertise in developing and implementing planning processes; able to scope, template and “processize” for large and complex organization and drive to simple and clear output

  • High degree of comfort with financial and quantitative analysis, scenario development, and key P&L drivers; ability to scope and direct quantitative analysis for both direct and indirect reports

  • Strong experience in scoping and creating KPI’s and metrics and developing metrics dashboards

  • Structured approach to problem solving including root cause analyses and hypothesis development

  • Significant experience in developing executive level presentations to highlight Marketing strategies and deliverables; able to structure and execute presentations with limited direction

  • Experience managing across a large organization and interfacing with partners in Business Units, Analytics, and across the rest of USPB Marketing

  • Deep familiarity with financial services industry and competitor products/services

  • Ideally a high familiarity with Marketing Personalization and Operations

  • Demonstrated clear and concise written and verbal communication

  • Ability to Inspire confidence with strong executive presence and the ability to motivate both direct and indirect team to deliver high quality work and adhere to processes

Anticipated Posting Close Date:

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