The Existing Customer Marketing (ECM) team within the Marketing & Franchise Development organization drives all aspects of the customer lifecycle including Early Engagement, Usage, Loyalty and Retention strategies. The ECM team is a critical driver of Marketing, with a vision to deepen and expand the relationships our customers have with Citi – increasing their usage of our products and services, promoting behaviors that create long-term loyalty, and thoughtfully communicating new benefits, features and products that can strengthen our relationship.

Specifically, the SVP of ECM Customer Management Integration is charged with navigating and developing channel integration strategy to get campaigns into market. They will need to stay abreast of marketing technology capabilities and act as a resource for the team. This role requires creativity, keen eye for detail and a collaborative mindset to partner with cross-functional teams to turn concepts into reality.

As the integration lead, you will be responsible for providing expert advice and guidance on implementation, customization, and optimization of marketing strategies for the Customer Management Marketing team. 

The SVP of ECM Customer Management Integration will lead and direct a team of professionals. This includes full management responsibility of a team, including management of people, budget and planning, and will include performance management and evaluation, compensation, hiring, and budget approval.
This role requires comprehensive understanding of multiple areas within marketing and fulfillment and how they interact in order to achieve the objectives of the team.

Excellent communication skills required in order to negotiate internally, often at a senior level.

Responsibilities:

• Partner with Customer Management Strategy team on overall marketing calendar and delivery requirements
• Oversee integration plans for multiple campaign delivery channels and/or programs
• Drive channel optimization to achieve financial commitments, maximizing performance through channel strategies and execution
• Collaborate with business partners to execute campaigns/initiatives that drive greater customer engagement
• Make decisions and recommendations based on analytics
• Oversees implementation process from planning to delivery, including targeting and criteria support, drive issue resolution, validation, testing, and deployment
• ​Monitor performance, identify opportunities, and drive continuous improvement
• Develop and implement training, processes, and change management strategies
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency as well as effectively supervise the activity of others and create accountability
• Manage and inspire a high-performing team

Qualifications:

• 10+ years of experience in financial services
• Track record of delivering strategies to deliver exceptional customer and digital experiences.
• Demonstrated technical knowledge and general management skills
• Broad knowledge of analytics, marketing, internal communications and project management
• Good understanding of cards and retail bank businesses and how best to optimize the use of resources
• Demonstrated process management disciplines - designing, refining, and managing execution processes
• Ability to manage multiple projects at once without any detriment to delivery or quality
• Exceptional communication skills, PowerPoint, Excel
• Exceptional interpersonal skills and client management
• Demonstrated digital marketing competence. Understanding and experience across a broad range of digital capabilities, tools, and best practices is highly desired
• Creative problem solving and sense of ownership
• Solid communication, presentation and project management skills
• Ability to work well under tight deadlines in a fast-paced and team-oriented environment
• Ability to lead and collaborate with others in a team environment

Education:

• Bachelor’s/University degree, Master’s degree preferred

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

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Job Family Group:

Marketing

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Job Family:

Marketing Program Management

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Time Type:

Full time

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Primary Location:

Wilmington Delaware United States

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Primary Location Full Time Salary Range:

$144,480.00 - $216,720.00

In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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Anticipated Posting Close Date:

Dec 24, 2024

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Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

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