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Marketing Communication Manager - Customer Communications & Experience Marketing

Req #: 170120996
Location: Columbus, OH, US
Job Category: Marketing/Communications
Job Description:
 
Customer Communication & Experience Marketing Communications Manager – Consumer Bank
 
Chase is on a path to fundamentally change how our customers interact with us from marketing to sales to service and relationship management.  We are re-imagining what it means to have a relationship with us by improving our ability to deliver solutions and experiences that simplify banking and help customers
choose where, when and how they bank with us.
 
The Marketing Communication Manager is a senior leader on the Customer Communication & Engagement team responsible for leading, managing and executing customer servicing and marketing/engagement communication campaigns across various channels to deliver a high-impact
customer experience. 

The ideal candidate is a digital marketer with experience leading and executing customer communication at critical touchpoints along the customer journey – to inform, educate and drive digital adoption and engagement, as well as brand loyalty. This role will elevate traditional servicing communications into digital marketing touchpoints – leveraging appropriate channels, tactics and messaging to support a mobile-first mindset.


 
This role will lead communication strategy and execution for our partners across the Consumer Bank, with emphasis on digital cross-business engagement – staying connected to the latest technology enhancements and driving our ability to execute on new and evolving platforms, without losing sight of
process management and controls. The ideal candidate should also be able to pivot to provide leadership beyond digital in support of other peer leads within the department.
 
This role requires a strong collaborator with an inclusive management style who can quickly gain the trust of partners and senior leaders to elevate today’s communications strategies. The ideal candidate is a proven senior marketing/communications professional with a customer-first
mindset and a strong point of view on how servicing communications can define and differentiate the customer experience. This candidate must be a proven people leader in a matrixed environment with exceptional writing skills who can coach and mentor partners to elevate messaging and introduce
engagement/marketing tactics, when appropriate, to deepen customers’ use of services that can support the way they bank.
 
Responsibilities include:
Partner with senior leaders, SMEs, peers and team members to formalize customer communication strategies in a way that challenges the status quo and allows for continuous improvement of the customer experience. Should be comfortable making recommendations for improvement to existing communication strategies, tactics, style and content based on data and
customer feedback with the goal of driving a mobile-first mindset.
 
Manage multi-channel communication campaigns end-to-end – from concept through execution – including maintaining process and approval documentation to satisfy controls requirements and working across multiple teams, such as:
Agencies on creative development
Internal and external email, print and production fulfillment partners
List Analytics to coordinate and develop targeted customer lists
 
Deliver dynamic customer communications to a large-scale, customer-obsessed organization with customized messaging, targeting and recurring touchpoints, where needed.
 
Optimize touchpoints to drive desired customer behaviors, improve results, create efficiencies and reduce costs.
 
Manage campaigns following required processes and using business-approved tools (such as Adtrax and Workflow) to ensure content and execution for tactics is properly documented, approved, on time, within budget and complies with all Audit and Controls requirements.
Qualifications Requirements:
  • 7-10 years’ experience in digital customer communication, direct marketing and/or servicing communications; consumer marketing experience a plus
  • Creative agency/vendor management experience and strong knowledge of the creative development process
  • Ability to work confidently with people in various departments and all-levels of experience, including senior leadership.
  • Ability to think strategically, but willingness to "roll up your sleeves" and manage the details of direct marketing project execution.
  • High energy and the ability to manage multiple initiatives simultaneously under pressure and tight deadlines
  • Strong relationship development and negotiating skills; able to earn respect and trust among internal and external business partners and team members
  • Team player with a positive, can-do attitude.
  • Excellent written and oral communication skills
  • Bachelor's Degree required, Master’s Degree preferred.
Experience should include:
  • Customer communications, marketing communications, internal communications, and/or public relations/corporate communication
  • People management in a matrixed environment with experience developing high-performing teams
  • Specific experience in financial services and/or agency-side experience is a plus
  • Creativity and innovation with a focus on continuous improvement


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