Customer Lifecycle Marketing

Description:

Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.

Overview

We’re seeking a data-driven marketing leader with exceptional focus on customer experience for a Manager, Customer Lifecycle Marketing role in the Customer Management department. This associate will lead a cross-functional team of marketers and analysts that effectively creates, executes and measures marketing strategies that focus on ensuring we live our Brand mission of helping Canadians succeed with credit, by delivering personalized messages and interacting with customers across targeted channels. They will be responsible for building a relationship with our customers across their credit card lifecycle that improves credit health, drives loyalty, and makes customers promoters who recommend our brand.

What you’ll bring to the table

• People leader: You have experience managing and elevating the talent of other marketers. You believe in including, inspiring, and empowering all associates to achieve their goals.

• Storytelling expert: You are able to interpret data, come up with a point of view, and provide a recommendation to your stakeholders. You leverage that data to tell a story and be able to explain the why, how and so what.

• Customer obsessed: You are passionate about using customer insights and behavioural data to communicate with customers across their lifecycle with the right message, at the right time, in the right channel.

• Project manager: You can effortlessly lead a team through projects that include highly detailed workback schedules and ensure your team is delivering all elements of the project on time by working with teams across the organization.

• Strategy & risk focused: You use strategic frameworks that balance business and customer value, and translate a customer problem into something tangible.

• Relationship builder: Did someone say connect the dots? You’re on it. You have proven experience in collaborating with internal departments and leaders (i.e. Business and Data Managers, Operations/Production, Legal, Creative, Digital Product Managers, etc.) to ensure we prioritize the highest-value marketing campaigns on-time, within budget and represent the voice of the customer.

• Creative eye: You have an eye for what makes creative great, ability to provide valuable feedback and guide your team on optimizing for various channels.

What you’ll do as a Marketing Manager:

• Lead a cross-functional team (4 associates) through all stages of campaign development and delivery, including: strategy/opportunity identification, business case sizing, campaign briefing with internal creative design delivery teams, test design and targeting development, results monitoring, and communicating results to key stakeholders

• Represent Lifecycle Marketing across the company; act as a thought leader and brand steward to ensure teams are engaging effectively with our customers

• Be an expert in and owner of the journey our customers go through as they improve their credit (“customer credit success strategy”)

• Identify opportunities to expand our customer credit success strategy by partnering with leaders across the company with similar objectives

• Define the mission, objectives and roadmap for the team that is based on cross-channel campaigns within Capital One’s ecosystem (email delivery platform, in-app delivery platform), with a focus on digital (email,SMS,app)

• Support your team and remove roadblocks to prioritize initiatives across partner delivery teams

Basic Qualifications:

• Bachelor’s degree in Marketing, Commerce or related field

• 2+ years of experience managing marketing talent

• 2+ years of experience leading a cross-functional team

• 5+ years of experience in a marketing role in a data-driven organization

• 5+ years of experience launching cross-channel, targeted customer marketing campaigns

• Previous experience working with an internal or external creative design team

• Proficient with Excel or Google Sheets to interpret data

Preferred Qualifications:

• Experience in customer journey mapping and/or design thinking

• Experience working with a customer or market research team

• Experience in basic coding and/or data visualization (e.g. SQL, Python, Tableau, QuickSight)