The Director, Customer Engagement, reports into the VP, Marketing Strategy. The Director will be responsible for developing, implementing and analyzing customer engagement strategies and KPIs for our products and services. This will involve consulting with customers to develop and deploy scalable marketing and digitally focused omni channel strategies to drive participant engagement leading to increased retail relationships. Incumbent understands the financial services industry, including market expectations, products, services and distribution channels. The position will partner closely with Marketing Services, Distribution and corporate business teams to deliver results and positive outcomes for our customers.
Lead strategic customer engagement programs increasing retention and cross product penetration through the development of experiences, complimented by integrated multi-channel communications. Link the long-term business strategy around driving more retail relationships from our customer base.
Leads and consult with Customers to develop and implement customer engagement approaches to effectively leverage digital and traditional channels to drive utilization of capabilities leading to increased adoption.
Establish key performance indicators (KPIs) for all initiatives. Adjust implementation strategies through functional and behavioral insights to maximize impact. Lead campaign performance metrics inclusive of ongoing monitoring and optimizing campaigns.
Collaborates with internal marketing and corporate business partners to deliver on customer engagement plans in a timely manner. Accountable for the accuracy, timeliness and effectiveness of the marketing deliverables developed under their direction.
Continually looks to improve the process and procedures to maximize Marketing’s effectiveness on the business. Identifies best practices, celebrates success and models change.
Communicates comfortably with all levels of the organization.
7-10 years marketing and customer engagement experience in digitally enabled business. MBA or business degree is a plus.
Highly effective strategic planner, taking ideas from concept to successful implementation and maintenance
Strong analytical capabilities including use of applications to mine the data and make sound recommendations
Proven ability to manage large scale and high volume projects
Strong advocate of teamwork, performance excellence and continuous improvement.
Strong business acumen and a functional knowledge of financial services and digital customer engagement
Excellent oral and written communication skills
Able to influence without authority to all levels of the organization
Demonstrated ability to develop, lead and execute projects
A little about us:
Our support of the military includes providing civilian employment opportunities to transitioning service members and military spouses.