The US Personal Banking and Wealth Management Marketing organization drives all aspects of the customer lifecycle, from Acquisition, to Engagement to Retention, across all major Business Units in Citis Personal Bank Branded Cards and Lending, Retail Bank and Mortgage, Wealth and Citi Retail Services. The Existing Customer Marketing (ECM) team within this organization 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. The organization develops the strategies and plans that deliver sizable revenue, deposits and sales with substantial budget and headcount.
The Head of ECM Strategy and Operations is responsible for developing the next generation of ECM Marketing strategy for Citi, taking into account competitive views, deep analysis of performance and results across all channels and the needs of each business. In addition, this role will lead and champion critical initiatives and detailed annual plans that deliver on that strategy and that are designed to transform ECM Marketing. Lastly, this individual will ensure that all of ECM Marketing is delivering as has been committed to the businesses we support, with a tight lens on metrics, controls and budget.
**Responsibilities**
+ Develop transformational strategies to consistently improve the ECM Marketing function, touching on best practices, competitive views and deep insight into customers
+ Partner on deep analyses to aid in strategy development, including finding new ways to frame program profitability, developing compelling business cases for strategies, and partnering with USPB Analytics on major analyses and opportunities
+ Develop and drive initiatives that cross all areas of ECM Marketing and deliver transformation these will include designing a multi-year plan for real-time marketing, overhauling the ECM teams approach to designing and executing Digital Marketing, leading journey mapping for different customer segments, identifying opportunities for enhanced efficiency through process improvements, automation, resource alignment, etc.
+ Design and drive the annual strategic planning process for ECM Marketing for each of the 5 major businesses that ECM supports (Cards, Retail, Wealth, Lending, CRS), developing calendars and templates, highlighting strategic questions and leading analyses to support
+ Drive capacity planning process across Email and Digital channels, ensuring clear prioritization criteria that takes into account financials, business impact, and customer experience
+ Monitor and track performance of ECM Marketing against commitments to each business (e.g. KPIs, key metrics) and provide clear reasons for results, as well as plans and roadmaps to mitigate any under-delivery
+ Revamp and implement controls process within ECM organization, ensuring formalized timelines, roadmaps and issue resolution; provide leadership for audits and control forums and ensure processes and procedures are clearly laid out
+ Closely manage budget across ECM Marketing, ensuring we are adhering to agreed spend levels and leading process to identify monies that can be repurposed as needed
+ Provide leadership and routines to the ECM organization, including townhalls, executive presentations, and ongoing processes
**Qualifications**
+ Bachelors Degree in marketing, economics, finance, accounting, engineering, mathematics, statistics, business, computer science or related discipline and 11 plus years of progressive post-baccalaureate experience. Alternatively, Masters 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
+ Demonstrated expertise in developing and implementing planning processes; able to scope, template and processize for large and complex organization and drive to simple and clear output
+ High degree of comfort with financial and quantitative analysis, scenario development, and key P&L drivers; ability to scope and direct quantitative analysis for both direct and indirect reports
+ Strong experience in scoping and creating KPIs and metrics and developing metrics dashboards
+ 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 managing across a large organization and interfacing with partners in Business Units, Analytics, and across the rest of USPB Marketing
+ Deep familiarity with financial services industry and competitor products/services
+ Demonstrated clear and concise written and verbal communication
+ Ability to inspire confidence with strong executive presence and the ability to motivate both direct and indirect team to deliver high quality work and adhere to processes
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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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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 (https://www.citigroup.com/citi/accessibility/application-accessibility.htm)** .
View the "EEO is the Law (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf) " poster. View the EEO is the Law Supplement (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/OFCCP\_EEO\_Supplement\_Final\_JRF\_QA\_508c.pdf) .
View the EEO Policy Statement (http://citi.com/citi/diversity/assets/pdf/eeo\_aa\_policy.pdf) .
View the Pay Transparency Posting (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp\_%20English\_formattedESQA508c.pdf)
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Effective November 1, 2021, Citi requires that all successful applicants for positions located in the United States or Puerto Rico be fully vaccinated against COVID-19 as a condition of employment and provide proof of such vaccination prior to commencement of employment.
Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.
