Senior Growth Manager, Customer Marketing - Laurel Road (Fintech)

    • New York, NY

Laurel Road, a brand of Key Bank, is part of the expanding FinTech space: we offer Mortgages, Student Loans, and Personal Loans through a digital online experience, https://www.laurelroad.com. We simplify the process for both borrowers and bankers, while increasing choices of products, improving tracking, and offering a positive banking experience.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

  • Lead Laurel Road's customer marketing efforts including engagement, loyalty, retention and cross-sell
  • Develop and execute Laurel Road's voice of the customer plan including organizing customer photoshoots, gathering testimonials, developing our customer council to glean valuable insights and working across product, marketing and operations to transform customers into brand advocates
  • Lead planning, recruitment and activation for Laurel Road's inaugural customer council and similar customer programs
  • Ensure voice of the customer is heard, working with New Product Development to grow suite of new digital banking products and related experiences
  • Develop and implement marketing plans and customer growth campaigns across channels to drive cross-sell and increase relationships through integrated channels such as direct mail, email, refer a friend, digital, and events
  • Lead efforts with Analytics and stakeholders to understand key customer trends and translate that data into actionable insights to inform product needs, customer profiles and loyalty tactics
  • Leverages customer insights and analytics to design detailed customer and cross-sell journeys and collaborate with Engineering, UX Design and marketing automation manager to implement journeys
  • Partner with operations team to closely monitor customer insights and satisfaction and creates action-oriented plans to address feedback
  • Analyze the effectiveness of customer marketing and cross-sell activities and adjusts future strategies and forecasts accordingly
  • Adhere to compliance procedures and internal/operational risk controls in accordance with any and all applicable regulatory standards, requirements, and policies
KNOWLEDGE, SKILLS and ABILITIES:
  • 7 years of customer marketing experience in a fast-paced environment
  • Strong team player who can build strong working relationships, collaborate effectively across the marketing team and multiple stakeholder groups, and levels of leadership
  • Self-starter with entrepreneurial drive
  • Prior experience in developing customer loyalty program a plus
  • Strong communication skills and attention to detail
  • Strong organization and time management skills for effective project planning and management
  • Creative and solution-oriented problem solver, with a strong customer focus
  • Demonstrated knowledge of financial services and/or healthcare industry a plus
  • Bachelor's Degree required


FLSA STATUS:Exempt

KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to engaging a diverse workforce and sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

42647BR


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