ServiceNow CSM Architect leading optimization of customer management solutions in utilities. Collaborating across teams for innovative solutions that enhance customer engagement.
About the role
- Senior Manager leading Customer Engagement & Retention Marketing team at M&T Bank. Responsible for strategies enhancing customer relationships and product adoption.
Responsibilities
- Define and lead enterprise-wide engagement and retention strategies aligned with business objectives and customer needs.
- Coach and develop team members; oversee prioritization of work and delivery of outcomes; build capabilities to meet evolving marketing needs.
- Design and implement programs for onboarding, activation, cross-sell, and retention across digital and offline channels.
- Use customer data and behavioral insights to create targeted campaigns that drive engagement and product adoption.
- Oversee end-to-end execution of multi-channel campaigns (email, web, direct mail, digital media) ensuring timely delivery and compliance.
- Establish KPIs, monitor results, and apply insights to continuously improve programs.
- Partner with Marketing, Product, Analytics, Digital, and Sales teams to align engagement strategies with enterprise goals.
- Understand team capacity and throughput; collaborate with leadership on resource allocation.
- Ensure all campaigns adhere to regulatory standards and internal risk policies.
- Stay current on industry best practices and emerging trends in customer engagement and loyalty marketing.
- Provide oversight for customer-facing communications to ensure consistency, accuracy, and brand alignment.
Requirements
- Bachelor's Degree
- 7 years of marketing experience (Or in Lieu of a degree, a combination of 11 years of higher education and relevant experience)
- 2 years managerial experience
- Proven experience in customer engagement, retention, or lifecycle marketing
- Demonstrated ability to develop talent and manage team performance
- Strong analytical skills and experience with data-driven decision-making
- Ability to resolve escalated issues and complex problems independently.
- Senior-level technical expertise and independent judgment in area of responsibility.
Benefits
- Health insurance
- Retirement plans
- Paid volunteer time
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