Director, Lifecycle Marketing - New York, United States - Santander Holdings Usa Inc

Description

Director, Lifecycle MarketingNew York, United States of America

The Director of Lifecycle Marketing is a key contributor to the growth and success of Santander Bank by designing and implementing the most effective marketing communications across customers lifecycle and channels. The leader will be responsible for the strategy development and oversight of an omnichannel marketing programs designed to convert high quality leads, drive customer engagement, reduce churn rate and maximize customer lifetime value via cross-sell programs.

As the Director of Lifecycle Marketing, you will:

• Develop customer lifecycle stages, identify major customer touch points and create strategic initiatives for each stage and touchpoint of the customer journey (i.e. acquisition, onboarding, engagement, retention)
• Design and implement customer contact strategy to achieve business goals while maintaining a positive customer experience
• Identify and own key success metrics (i.e. incremental funnel conversion, avg. balance, churn, cross-sell) for lifecycle programs with a growth hacker mentality
• Create a comprehensive test-learn-optimize roadmap to enable continuous improvement of customer lifecycle programs
• Assess the latest technology and platforms (i.e. Use of GenAI, chatbot, etc.) to improve efficacy of lifecycle programs through personalization
• Partner closely with CX team to ensure cohesive and collaborative marketing and servicing communications
• Develop and manage talents in the current team, provide strategic director and oversight for the teams work

Qualifications

• Demonstrated thought leadership in the customer marketing and/or retention marketing functions
• Track record of driving customer engagement and lifetime value with measurable results in financial services, FinTech or related industries
• Domain expertise and hands-on experience in various customer marketing channels including email, SMS, push notification, mobile in-app modals, etc.
• Strong understanding of various CRM tools (e.g. Adobe Campaign Manager, SFMC, Braze, etc.)
• Strong analytical skills, proficiency in SQL and Tableau or similar analytics tools to analyze campaign results
• Experiences in statistical testing and hands-on experience leading a/b and/or multivariate test and learn agendas
• Bachelor's Degree; Marketing, Business, Analytics or equivalent field or equivalent work experience
• 10-12 years of marketing, analytics or related experience.
• Strong project management skills
• Excellent relationship management skills.
• Strategic and tactical thinker.
• Familiarity with consumer finance products is a plus
• Experience in developing and growing talents in the team
• Player-coach mentality, ability to roll up sleeves to help the team with hands-on-keys work when needed
• Strong verbal and written communication skills

Masters of Science (MS) English

Primary Location: New York, NY, New York

Other Locations: New York-New York,Massachusetts-Boston

Organization: Santander Bank N.A.

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