Head of Customer Engagement Strategy

3 weeks ago

New York, New York, United States Citigroup Inc Full time

The Customer Lifecycle Management team at Citigroup Inc. is responsible for driving all aspects of customer engagement, from acquisition to retention, across various business units.

The Head of Customer Engagement Strategy will develop and implement strategies to deepen and expand customer relationships, increasing their usage of our products and services, promoting behaviors that create long-term loyalty, and thoughtfully communicating new benefits, features, and products.

Key Responsibilities:

  • Develop and lead critical initiatives and detailed annual plans to deliver on the customer engagement strategy.
  • Drive the customer engagement transformation across key pillars of personalization, efficiency, and speed.
  • Design and drive the annual strategic planning process for customer engagement, ensuring that overall and within each business, we are advancing key transformation initiatives.
  • Develop comprehensive analytics roadmaps and priorities for customer engagement transformation, including customer segmentation and cross-channel approaches.
  • Design end-to-end monitoring roadmaps to track customer engagement performance, customer franchise health, and the transformation.

Qualifications:

  • Bachelor's degree in marketing, economics, finance, accounting, engineering, mathematics, statistics, business, or computer science, or related quantitative discipline, and 10+ years of progressive post-baccalaureate experience.
  • 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 organizations.
  • High degree of comfort with financial and quantitative analysis, scenario development, and key P&L drivers.
  • 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.
  • Experience managing across a large organization and interfacing with partners in business units, analytics, and across the rest of USPB Marketing.
  • Deep familiarity with the financial services industry and competitor products/services.
  • Ideal familiarity with marketing personalization and operations.
  • 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 teams to deliver high-quality work and adhere to processes.

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