Location: New York City
Organization Type: Banking / Credit Card
For More Info: Contact Us
The Role:
Reporting to the President, our client is seeking a Head of eCustomer Marketing to create and implement the Digital Marketing and Social Media strategy. The objective for this team is to create a “Best in Class” online customer experience and to drive customers to our website. The role is responsible for developing the overall eCustomer strategy and mobilizing the workforce to improve the customer experience in support of digital technologies and online payment strategies.
Responsibilities to include, but not limited to:
- The role will support all of the business units (Affluent/HNW, Mass Affluent, Small Business and Partner) and requires an inspirational leader who is committed to success and will ensure accountability for the development and flawless execution of strategies, products, processes and tools.
- It includes the strategy and delivery of digital – web, mobile, e-communications, social networking and emerging technologies.
- The role will lead the cross functional team driving the redesign of corporate website and interfacing directly with the Retail bank and Corporate Strategy team in this regard the person in the role will interface with CEO and the Head of Corporate Strategy directly.
- Leads cross functional teams that develop and coordinate digital customer experience, capabilities and channel integration. The cross functional teams will include incumbents from Customer Service, Operations and the Corporate Internet Group.
- Full accountability to create and deliver against a long term strategy for the website and mobile channel capabilities.
- Delivering against key cost save and revenue metrics.
- Identifying and developing online functionality that will maintain competitiveness of the website.
Areas of focus:
- Servicing – Best in class satisfaction
- Marketing – Evolve Company into targeted interactive marketing
- Payments – Lead the strategy for changing how customers purchase with credit card products
- Innovation – Develop consumer experiments that grow the company into new profit pools
- Alternative Channels – Research emerging devices and social media
Qualifications/Skills:
- Must have substantial experience in the internet space with a customer centric focus.
- Ability to adapt in a corporate environment and to create a client-centric culture within the organization.
- Can create a vision and mobilize the workforce to support that vision.
- Broad product strategy experience.
- Ability to work in an ambiguous environment.
- Proven ability to minimize any potential negative impact ambiguity may create for employees.
- Can build traditional and non-traditional career paths for employees.
- Consulting experience is beneficial.
- Consensus-builder
- Strong persuasive skills to interact effectively at senior and executive management levels.
- Demonstrated ability to lead and influence cross-functional teams .
- Financial services industry experience is preferred.
- 10+ years of business/marketing experience.
- Exposing data to customers.
- Loyalty program utilization.
- College degree required, MBA preferred.
- Leadership of a large multidimensional team.
- Prior financial management (P&L) experience is desired.
- Proven ability to work in a matrixed environment, as a xLOB lead.
Compensation:
As our client is seeking a candidate with outstanding experience and credentials, they are offering an attractive compensation package including base salary, discretionary incentive bonus, equity participation, and personal benefits.
Contact:
Jeff Gundersen at Executive Connections, LLC is leading this executive search.
For additional information, please contact:
Jeff Gundersen, CEO
Direct: 941-323-8300
jgundersen@executiveconnectionsllc.com
Executive Connections LLC