Senior Marketing Manager, Customer Loyalty and Rewards

About the Role

Key Responsibilities

• Lead the development of the marketing strategy for customers and prospects, and be accountable for growing loyalty among customers and driving intended revenue outcomes.
• Drive a customer focused culture throughout your team, leveraging broader Bank relationships, systems, and knowledge and using best-in-class, customer first strategies.
• Create a clear vision for the prospect shopping journey and customer engagement journey, inclusive of mass affluent, mass market, and strategic customer segments.
• Manage the test and learn agenda to drive innovation, improve performance, and gain data and insights to optimize the marketing of loyalty and rewards.
• Measure past campaign performance/core KPIs and leverage data insights and emerging customer loyalty trends to create an interconnected strategy of growing customer loyalty.
• Lead and oversee the design, execution, measurement, and ongoing optimization of digital and one-to-one marketing initiatives in support of volume and profitability objectives.
• Manage promotional offers and incentives to encourage specific customer actions like increased spending or deepening relationships.
• Understand how the Bank's risk appetite and risk culture should be considered in day-to-day activities and decisions.

Requirements

• Demonstrated track record in designing customer-centric marketing plans with a focus on loyalty and rewards.
• A curious and analytical mindset with experience in applying data-driven marketing into highly effective decision making.
• 8+ years' consumer marketing experience with direct experience in shaping loyalty and rewards programs, positioning, value propositions, and messaging.
• Strong written and verbal communication skills with the ability to glean insights from data and develop a story.
• Proven ability to lead and work across multiple functional organizations in support of business priorities.
• Understanding of customer behavior research, metrics, and trends.
• Bachelor's degree; higher education such as a Masters or PhD is desirable; at least 5 years of management experience.

Nice to Have

• Advertising
• Content Marketing
• Customer Solutions
• Digital Marketing
• Marketing Programs
• Marketing Strategies
• Negotiation
• Results-Oriented
• Business Acumen
• Business Data Analysis
• Collaborating
• Decision Making and Critical Thinking
• Effectiveness Measurement
• Influencing
• Marketing Strategy and Positioning
• Matrix Management
• Problem Solving

Qualifications

• Roles typically require a university/college degree; higher education or certifications are desirable.
• Industry experience of 8+ years, with at least 5 years of prior management experience.
• No specific certifications or licenses required.

Benefits & Perks

• Comprehensive range of benefits including medical/prescription drug coverage with HSA, dental and vision options.
• Employee and spouse/child life insurance; short and long-term disability protection.
• 401(k) with PNC match, pension and stock purchase plans.
• Dependent care reimbursement, back-up child/elder care, adoption, surrogacy, and doula reimbursement.
• Educational assistance, wellness programs with financial incentives.
• Paid time off including holidays, vacation days, parental leave, and occasional absence days.