Citi Group ECM Head Customer Management C15/Director 

United States, District of Columbia, Washington 

952783470

Responsibilities

• Develop and refine the strategic vision and roadmap for New and At Risk customer management and engagement across the franchise, working closely with Product and Analytic partners to align with overall business objectives and marketing goals

• Drive deep analyses to aid in strategy development, including finding new ways to frame program profitability, developing compelling business cases for strategies, and partnering with Analytics on major analyses and opportunities.

• Establish performance metrics, KPIs, and benchmarks to measure the customer health of the franchise and the overall customer experience; work with Analytics to operationalize reporting on KPI’s against strategies

• Develop Digital strategy for key segments and provide horizontal expertise across ECM in Digital, with a focus on bringing segment, product and franchise benefit strategies to life and partnering with DST team on robust strategy and measurement

• Drive Customer Experience agenda across LOB’s and link to At Risk retention and New Customer strategies; provide point of contact and expertise in partnering with CX and Operations.

• Collaborate with cross-functional teams to align strategies and priorities, including product development, digital platforms, analytics, and customer experience.

• Develop targeted marketing campaigns and communication strategies tailored to the needs, preferences, and behaviors of different customer segments with an ingoing emphasis on new customers and at-risk customers; optimize targeting, messaging, and channel selection.

• Collaborate with creative teams, agencies, and internal stakeholders to develop compelling marketing collateral and digital experiences that resonate with target audiences and drive engagement.

• Consistently improve relevance, efficiency and profitability of Marketing programs, closely analyzing and tracking results of customer response and investments

• Closely manage budget across Customer Management team, ensuring we are adhering to agreed spend levels and leading process to identify monies that can be repurposed as needed.

• Lead, mentor, and inspire a team of marketing professionals, providing guidance, support, and development opportunities to foster growth and career progression.

Qualifications

• Bachelor’s Degree in marketing, economics, finance, accounting, engineering, mathematics, statistics, business, computer science or related 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

  • Strong analytical skills with the ability to leverage data and insights to drive strategic decision-making, develop business cases and create persuasive recommendations. High degree of comfort with financial analysis, scenario development, and key P&L drivers. Experience in scoping and creating KPI’s and metrics and developing metrics dashboards.

  • Experience in Digital Marketing Strategy and Execution, including key digital metrics and Digital MarTech (e.g. Adobe, Pega)

  • 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 in Marketing campaign design and development, with experience in the area of Digital campaigns a strong plus – this includes creative briefs, working with agencies, and ensuring flawless execution of campaign delivery

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

  • Demonstrated clear and concise written and verbal communication

  • Strong project management skills and attention to detail, along with high level of emotional intelligence and partnership skills.

Anticipated Posting Close Date:

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