Responsibilities

• Lead the development of comprehensive customer experience strategies for various customer segments throughout their lifecycle such as engagement, retention, loyalty, and advocacy.
• Utilize data-driven insights on segments and market research to inform communication strategies that resonate with target audiences.
• Collaborate with cross-functional teams to align strategies with overall business goals.
• Use various channels such as email, SMS, direct mail, and owned channels such as e-service.
• Create, map and analyze customer journeys to identify touchpoints, pain points, and opportunities for optimization.
• Design and implement effective customer journey initiatives that enhance engagement, retention, and conversion rates.
• Leverage customer insights to continuously refine and improve the effectiveness of the customer journey.
• Oversee the execution of marketing campaigns in collaboration with the Marketing operations team, ensuring timely and flawless implementation.
• Collaborate with internal teams (Creative, Audience Strategy, Analytics, Media Team) and external partners to bring communication strategies to life.
• Rigorously A/B test and analyze campaign and journey performance to ensure each message drives the desired results.

Requirements

• Bachelor's Degree Marketing, Business, or a related field - Required
• 7-10 years of proven experience working in Marketing Strategy and Lifecycle Marketing in a leadership role, preferably in a fast-paced, data-driven environment. - Required
• Experienced in customer segmentation strategies. - Required
• Experience leading and developing a least one direct report, with director or indirect authority - Required
• Knowledge and existing experience with marketing automation/CRM systems such as (Salesforce, Snowflake, Marketo, Hubspot)
• Well versed in test and learn approach and A/B testing strategy.
• Excellent program management skills, including the ability to prioritize and manage multiple marketing programs simultaneously.
• Solid understanding of digital marketing channels, attribution models, and audience measurement methodologies.
• Creative growth mindset with bold ideas and know-how to get things done.
• Strong problem-solving abilities and attention to detail.

Preferred

• Master's Degree - Preferred
• 5 years of experience within Insurance or Financial Services industry - Preferred
• Familiarity with Cognos is a plus
• Salesforce Marketing Cloud Marketing Certifications - Exam related Upon Hire - Preferred