About the position
The Senior Manager of Val Gen Chat Marketing is an important role in the fast-paced and dynamic environment of US Consumer Marketing Services, reporting directly to the Vice President of US Consumer Dialogic Marketing. This role is situated within Customer Growth, a critical area of focus as we seek to drive profitable, efficient, and transformational growth by deepening engagement amongst our existing cardmember base. This individual will have the unique opportunity to help build and deliver performance within our new Chat marketing channels through defining marketing strategy, developing the creative strategy, leading a team through offer execution, and channel performance monitoring. This role provides significant channel management responsibilities and will be responsible for driving strong business results and future business strategy through thought leadership. The Senior Manager will also lead cross functional meetings with partners across the enterprise. An ideal candidate will be interested in a balance of customer marketing, relationship management, user experiences, capabilities, and is able to learn and adapt quickly.
Responsibilities
- Define the business' go-to-market strategy and long-term roadmap for the Chat channel
- Lead a team of analysts in the flawless execution of marketing campaigns in chat channels
- Define the offer strategy in partnership with product and marketing partners
- Monitor marketing campaign performance on a weekly and monthly basis
- Collaborate and maintain strong relationships with key partners, including Global Services Group (GSG), Product Management, GCO/Compliance, Customer Marketing Analytics (CMA), and Technology
- Create simple yet effective dialogic marketing copy and user experiences for our Card Members and Customer Care Professionals (CCP)
- Define the strategy of future treatment opportunities in the channel
- Bring new and innovative treatments and chat capabilities to market
- Break down complex problems into simple parts, develop creative solutions, and make recommendations to key stakeholders
- Effective People leadership - Coaching and mentoring of 2 direct reports
Requirements
- Bachelor's Degree or equivalent experience
- Ability to operate in white space
- Extreme attention to detail and accuracy with a strong sense of responsibility to themselves, colleagues, and their role
- Ability to partner/work closely with capability leads, operational leads, and tech partners to drive channel development
- Ability to look at situations/roadblocks from different angles and articulate a clear perspective on solutions
- Superior verbal and written communication skills with the ability to tailor communication style appropriately depending on the audience
- Ability to build and influence internal relationships while being able to adapt to obstacles in a highly collaborative, fast paced environment
- Experience implementing customer marketing strategies and ability to articulate and measure success
- Strong skills within MS Excel and PowerPoint
Nice-to-haves
- Digital/Dialogic marketing skills preferred
- Technical/capability project management skills preferred
Benefits
- Competitive base salaries
- Bonus incentives
- 6% Company Match on retirement savings plan
- Free financial coaching and financial well-being support
- Comprehensive medical, dental, vision, life insurance, and disability benefits
- Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
- 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
- Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
- Free and confidential counseling support through our Healthy Minds program
- Career development and training opportunities
