Responsibilities

• Drive acquisition, activation, engagement and brand awareness through the successful end to end execution of promotional offers (incentive based product offers, sweepstakes, contests, etc.)
• Lead and/or coordinate work-streams across line of business marketing, marketing centers of excellence, product, channel management, risk and other areas to design, set up, operationalize, fulfill, service and analyze promotional offers.
• As a subject matter expert in promotions management, provide strategic leadership for a key area of the promotions capability such as day to day operations management and/or promotions servicing strategy and management.
• May act as team leader for other consultant or analyst teammates and/or liaison to a promotions support area such as Promotions Operations or Promotions Servicing.
• Develop and direct the promotions servicing strategy, serving as the liaison to the Promotions Servicing Team in the Client Care Center and to operational execution teams throughout the organization.
• Lead design of all servicing processes (escalations/inquiries) for promotions and advise on resources, SLAs, etc. to ensure optimal client and teammate experience.
• Lead servicing and readiness efforts related to new promotions and/or promotion platform updates (in alignment with Channel, Product, and Marketing partners and in partnership with the Promotions Servicing Team). Design and Manage all Training Documentation for the Promotions Platform and Escalation Processes.
• Collaborate with Marketing/Channel partners for training/process improvements.
• Manage the day to day operational processes including, including but not limited to: a. Ensure team use of workflow tools, checklists, and timelines to ensure offers are launched error free and on time. Identify and recommend improvement opportunities to increase efficiencies and minimize risk. b. Manage promotional requests and provide recommendations to Promotions Manager on capacity and/or capability needs to facilitate new requests. c. Manage key promotions platform application and service directly with third party vendor. Oversee contract and SLA adherence and advise management on opportunities for enhancement opportunities.
• Identify key measures to complement KPI tracking and/or provide insights on campaign performance, enhancement needs, risk analysis. Create summary level reporting for socialization with internal clients, the head of Marketing Operations, and where required, the Marketing Leadership team (MX). Other critical measurement activities include: a. Drive identification of efficiency and effectiveness measures and manage and/or provide guidance on key risk mitigation initiatives. b. Lead sales error and complaint analysis and reporting and provide recommendations for promotion design enhancements and promotion tool functionality enhancements. Track risks related to Teammate Execution and provide recommendations for channel training. Ensure data is available for summary level reporting as necessary for risk related projects and /or KPI reporting.
• Design and manage (or provide guidance to other members of the team for) more complex promotional offers as well as offers across multiple lines of business.
• Contribute new and trending ideas to offer development and promotional capabilities by staying abreast of promotional offers/best practices within and outside the financial services industry.
• Minimize risk in promotion design by understanding and adhering to regulations related to promotional offers and proactively fostering collaboration with Legal, Compliance, and Tax (as applicable).
• Contribute to overall team projects including but not limited to promotions platform enhancements, process design and improvement, and development of new promotional marketing capabilities.
• NOTE: This role will be working out of our Charlotte, NC HQ with an office-centric workstyle (5 days/week in office).
• Language Fluency: English (Required)
• Work Shift: 1st shift (United States of America)
• Sitting
• Constantly (More than 50% of the time)
• Walking Frequently (25% - 50% of the time)