Existing Customer Marketing (ECM) - Customer Management Strategy (C13/VP)

The Marketing and Franchise Development organization drives all aspects of the customer lifecycle, from Acquisition to Engagement to Retention.  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 ECM organization is currently seeking a ECM Customer Management Strategy VP to drive delivery and analysis of marketing programs within the Customer Management organization.  This area of ECM focuses on developing and implementing end to end strategies that improve the overall health of our customer franchises, with a focus on our new and at-risk customer segments. The role primarily involves developing and implementing strategies to drive retention, optimize operations, and enhance decision-making processes. The ideal candidate will possess a strong background in marketing program management, data analysis, Digital metrics, financial services, and a proven track record of developing effective marketing strategies. 

Responsibilities 

• Partners with internal teams to ensure marketing programs / campaigns are designed and executed flawlessly to meet business goals. Engaged in implementing test strategies, developing campaign schedules, business as usual (BAU) auditing, and applying critical thinking to identify and mitigate potential issues. Assesses for impacts and potential need for additional testing to ensure overall channel integrity.
• Collaborate with business partners to execute campaigns/initiatives that drive greater customer engagement and retention
• Make decisions and recommendations based on analytics.
• Identify and manage issues to resolution.

Develop and Monitor Key Performance Indicators (KPIs): 

• Partner with cross-functional teams to identify and define relevant KPIs aligned with business objectives. 
• Design and implement robust measurement frameworks to track KPIs and performance metrics effectively. 
• Regularly analyze KPI data to identify trends, patterns, and areas for improvement. 
• Generate actionable insights and recommendations based on KPI analysis to drive strategic decision-making. 

Business Case Development and Scenario Planning: 

• Develop compelling business cases that articulate the value proposition and justification for investment in strategic projects. 
• Partner with business units to assess the feasibility and potential impact of proposed initiatives. 
• Conduct thorough cost-benefit analyses and ROI assessments to support decision-making. 

Create insightful reports and presentations to communicate findings and recommendations to stakeholders at all levels. 

Lead the annual Planning process (expense, outcomes)

Qualifications 

• 6-10 years of experience in Marketing and retail bank/financial services industry experience.
• Requires attention to detail, advanced project management skills, good communication and problem-solving skills.
• Demonstrated organizational skills and ability to manage multiple tasks/projects at once.
• Creative problem solving and sense of ownership.
• Solid communication, presentation and project management skills.
• Familiarity with Tableau, Excel and PowerPoint.
• Ability to work well under tight deadlines in a fast-paced and team-oriented environment.
• Strong experience in scoping and creating KPI’s and metrics and developing metrics dashboards.  
• High degree of comfort with financial and quantitative analysis, scenario development, and key P&L drivers;   
• Experience with measuring and interpreting Digital performance
• Experience working with cross-functional teams and creative agencies
• Competitive analysis
• Experience managing muti-channel campaigns end-to-end

Education 

• Bachelor’s Degree required, Master’s 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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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:

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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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Salary : $114,720 - $172,080