Director of Marketing and Customer Experience

Salary between $91,772 – $166,742

Benefits Eligible – Paid Holidays Off – Vacation & PTO

Position Summary

Responsible for the planning, implementation, and evaluation of the Bank’s marketing plan, strategies, and tactics to support the Bank’s brand and market position to attract and retain customers. Works with all business functions to execute the Customer Experience (CX) objectives of reducing friction, empowering customers and employees, and delivering personalized experiences.

Essential Job Functions include but are not limited to:

• Collaborates with business line leaders and department managers to develop and implement marketing and CX strategies that increase customer retention, satisfaction, share of wallet, and revenue.
• Leads a marketing team responsible for advertising, product/sales promotion, graphic design, public relations, research, website, and social media.
• Develops, plans, and oversees creative, message content, placement/distribution, and measurement of results.
• Directs the effective use of various marketing mediums, including but not limited to, digital, print and broadcast, direct mail, in-branch merchandising, and outdoor. Includes oversight of all aspects of design and production.
• Oversees the planning and execution of the Bank’s CX objectives.
• Directs the use of data analytics and marketing technologies to deliver, manage, measure, and improve the customer experience across all touchpoints in a customer journey.
• Collaborates with business lines and other departments to identify barriers that lead to fragmented customer experiences and guides teams to align solutions with the Bank’s customer experience objectives.
• Determines agencies and suppliers/vendors of record and negotiates contract terms and conditions for all related services.
• Serves on appropriate committees and special projects as needed

Manager Essential Job Functions

• Ensures department or branch compliance with all Bank policies and procedures, as well as all applicable state and federal banking regulations
• Staffs all functions within department or branch
• Ensures proper training, coaching, counseling, feedback, recognition, and leadership are provided to department or branch staff
• Takes actions that resolve conflicts in a manner that is best for both the organization and the individuals involved. Addresses complaints and problems quickly and effectively, keeps all parties informed of the status of any negotiations required, encourages employees to report problems or concerns and negotiates outcomes that are viewed as fair.
• Manages budget, invoices and employee expense reimbursements of the department or branch
• Demonstrates the ability to independently make and communicate sound decisions based upon Bank policies, knowledge, and experience
• Establishes an environment that creates incentives for, and eliminates barriers to, a team environment
• Manages multiple tasks and responds to pressure and change with poise and confidence
• Ensures that departmental or branch goals are in alignment with those of the larger organization and department or branch performance is monitored to ensure success
• Educates staff about organizational changes and assists them in assimilating

Core Essential Job Requirements

• All employees must be able to interact in a friendly and courteous manner with customers and coworkers in order to foster a positive environment of mutual trust and respect.
• Maintain confidentiality of all customer and employee information
• Demonstrate attention to detail and produce accurate, high-quality work
• Produce an amount of work that meets or exceeds job expectations
• Fully utilize systems, tools, training and resources provided to maximize potential
• Demonstrate technical literacy through the efficient and effective use of the applications and technologies required for the role
• Demonstrate digital skills through the efficient and effective use of digital technologies and the Internet, to access, manage, and share information. Abilities include, but are not limited to, using a browser, search engines, online forms, audio, microphone, and camera functions on a PC or laptop. (added)
• Accept feedback and redirection politely and professionally
• Assist other departments as needed
• Demonstrate regular attendance and punctuality
• Positively represent and promote Heartland Bank within the community
• Strong communication skills

Digital Skills

• Demonstrate the efficient and effective use of digital productivity tools, from basic to advanced, commensurate with specific job requirements, including Microsoft Word, Excel, Outlook, Skype, dual monitors, chat, and screen sharing, and take precautions against viruses. Interest and ability to learn new applications.

Education and Experience

• Bachelors Degree in Marketing, Advertising, or Communications preferred or equivalent combination of education and experience
• 5+ years of Marketing Management experience
• 5+ years of experience in a similar or related Financial Industry role

Physical Requirements

• Regularly: sitting, standing, walking, talking, hearing,, vision – close, peripheral, depth, ability to adjust focus
• Frequently: reaching with arms and hands, feeling/touching
• Occasionally: climbing and/or balancing, lifting objects up to 30 pounds , stooping, kneeling, crouching, and/or crawling

Heartland Bank and Trust Company is an Equal Opportunity Employer, including disability/vets.