Marketing Program Manager

About Existing Customer Revenue Management

The Existing Customer Revenue Management (ECRM) Team is responsible for driving long-term customer satisfaction and sustainable financial returns from our customer base by leveraging insights and data to optimize customer engagement across the full lifecycle, identification and removal of friction in customer interactions as well as fast and flawless delivery of world-class marketing communications to prospective and existing customers.

­­­­­­­­­­­­­­­­­­Overall purpose of role

As Existing Customer Revenue Management Marketing Lead (AVP) you will be accountable for maximizing sales, balance growth and profitability of existing customers through the execution of CRM programs, including but not limited to Retention, Rate Sale, Change in Terms, Pricing and Line Management Initiatives.

Key responsibilities include marketing, relationship management, marketing agency management, and providing input into strategies related to all aspects of Customer Revenue Management. In addition, the candidate selected for the role will be responsible for budget management, optimizing performance of existing customer accounts, and managing effectiveness of marketing strategies. The ECM Marketing Lead (AVP) will work directly with internal stakeholders such as Marketing, Strategic Analytics, Customer Experience, Finance, Legal and Compliance, Technology and Operations.

Key Accountabilities

· Responsible for execution of Customer Revenue Management strategies and leading CRM/Tech related initiatives to achieve growth targets

· This role has a direct relationship with internal partners and is required to build and maintain strong, positive relationships with key stakeholders across functional teams.

· Develop knowledge and understanding of portfolio/project risks and dependencies to be able to assess the impact of issues and make useful recommendations to stakeholders

· Drive and own development of PowerPoint presentations for monthly updates, leadership updates

· Identify competitive trends in marketing strategies and marketing landscape. Develop strategies to address gaps.

· Participate in CRM strategy development and make recommendations to enhance customer experience and improve execution efficiency

· Ensure regulatory/conduct/compliance requirements are met for all marketing offers

· Balance many competing objectives and work with both internal and external teams to ensure effective communication amongst all parties

Stakeholder Management and Leadership

The role requires daily interaction with program management team including a cross-section of internal departments such as Finance, Strategic Analytics, Controls, Legal, Compliance, Marketing and Partnership to manage key product initiatives and marketing campaign design.

Decision-making and Problem Solving

The ECM Marketing Lead (AVP) should have experience leading marketing efforts across channels and customer segments, leading multiple simultaneous projects, understanding key drivers of customer engagement and driving marketing strategies across existing customer channels.

In addition the candidate will be required to work independently to drive portfolio development. This candidate will require consensus building, financial business planning, and alignment with the strategic direction of the bank. A candidate for this position should have a detailed understanding of the portfolio P&L, and extensive understanding of existing marketing programs, in addition to other portfolio programs.

Strong analytical skills are required. The candidate will be required to be accountable for the program P&L and underlying account behaviors and have the ability to diagnose drivers that positively or negatively influence program performance and profitability. Value proposition, marketing strategy, and risk/pricing changes may be required to optimize performance. The candidate will need to review, analyze, recommend and implement approved changes to ensure sound investment decisioning and program growth.

Risk and Control Objective [This section is mandatory for all role profiles and must not be deleted]

Take ownership for managing risk and strengthening controls in relation to the work you do

Person Specification

Personal attributes essential to performing role including competencies, expertise, knowledge, and experience.

Essential Skills/Basic Qualifications:

· Proven track record of marketing execution and project management

· Bachelor’s degree required (Business related field)

· 5+ years’ experience working in a marketing organization and credit card banking industry

Desirable skills/Preferred Qualifications:

· Strong oral and written communication skills

· Strong attention to detail

· Proven ability to manage multiple projects simultaneously

Randstad Sourceright