About the position
At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company's success. As a Senior Marketing Manager, within PNC's Retail Growth Marketing organization, you will be based in Pittsburgh, PA; Philadelphia; Chicago, IL; Washington D.C; Birmingham, AL; Atlanta, GA; or Houston, TX. Other locations within the Marketing footprint may be available. Join a winning team, committed to results, in an inclusive and high-performing culture. As the Senior Marketing Manager for Customer Loyalty and Rewards, you will be responsible for developing, implementing, and optimizing customer programs by designing and executing marketing strategies to increase engagement, drive primacy, and improve retention. This role supports the bank's ambitious growth and retention goals by translating customer-centric loyalty and rewards into impactful, multi-channel strategic marketing campaigns. As the Senior Marketing Manager, you will establish the Loyalty Marketing Strategy across all channels and for all customer segments. You will work closely with stakeholders from product, distribution, pnc.com, analytics, finance, and marketing to lead your team in marketing strategy development and execution.
Responsibilities
- Lead the development of the marketing strategy for customers and prospects, and be accountable for growing loyalty among customers and driving intended revenue outcomes.
- Drive a customer focused culture throughout your team, leveraging broader Bank relationships, systems, and knowledge and using best-in-class, customer first strategies.
- Create a clear vision for the prospect shopping journey and customer engagement journey, inclusive of mass affluent, mass market, and strategic customer segments.
- Manage the test and learn agenda to drive innovation, improve performance, and gain data and insights to optimize the marketing of loyalty and rewards.
- Measure past campaign performance/core KPIs and leverage data insights and emerging customer loyalty trends to create an interconnected strategy of growing customer loyalty.
- Lead and oversee the design, execution, measurement, and ongoing optimization of digital and one-to-one marketing initiatives in support of achieving volume and profitability objectives for new and existing customers.
- Manage promotional offers and incentives to encourage specific customer actions like increased spending or deepening relationships.
- Understand how the Bank's risk appetite and risk culture should be considered in day-to-day activities and decisions.
Requirements
- Demonstrated track record in designing customer-centric marketing plans with a focus on loyalty and rewards.
- A curious and analytical mindset with experience in applying data-driven marketing into highly effective decision making to drive competitive advantage.
- Passion for thinking differently and exploring new ideas to bring to life meaningful personalization in unique and disruptive ways.
- A self-starter with proven skill in leading and working across multiple and distinct functional organizations in support of specific business priorities.
- Strategic thinker with the ability to leverage large data sets to make data-driven decisions, with a focus on test-and-learn.
- Understanding of customer behavior research, metrics, and trends, to partner with Research team on customer segment studies.
- Strong written and verbal communication skills with the ability to glean insights from data and develop a story.
- 8+ years' consumer marketing experience with direct experience in shaping loyalty and rewards programs, positioning, value propositions, and messaging.
- Champion for change and energized by a challenge.
- Advocate for and act as the voice of the customer.
Nice-to-haves
- Advertising
- Competitive Advantages
- Content Marketing
- Customer Solutions
- Digital Marketing
- Marketing Programs
- Marketing Strategies
- Negotiation
- Results-Oriented
Benefits
- Medical/prescription drug coverage (with a Health Savings Account feature)
- Dental and vision options
- Employee and spouse/child life insurance
- Short and long-term disability protection
- 401(k) with PNC match
- Pension and stock purchase plans
- Dependent care reimbursement account
- Back-up child/elder care
- Adoption, surrogacy, and doula reimbursement
- Educational assistance, including select programs fully paid
- A robust wellness program with financial incentives
- Maternity and/or parental leave
- Up to 11 paid holidays each year
- 8 occasional absence days each year
- Between 15 to 25 vacation days each year, depending on career level and years of service
