CRM & DTC Sr. Marketing Manager

Company Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

We are looking for a CRM & Direct to Consumer (DTC) Manager with strong experience in customer lifecycle management, retention, and growth strategies to lead CRM initiatives for both direct consumers and strategic partners. This person will be responsible for building, executing, and optimizing CRM campaigns, with the goal of improving engagement, reducing churn, and driving transactional growth.

The ideal candidate is both strategic and hands-on, with a deep understanding of consumer journeys, segmentation, first-party data activation, and the integration of CRM into broader marketing initiatives. Experience working with CRM for clients a plus.  

Essential Functions for our consumers and on behalf of our client’s consumers:

• Key Responsibilities

• Lead the CRM strategy across consumer lifecycle stages: acquisition, onboarding, engagement, retention, and winback. Strategic planning and execution building consumer loyalty and preference.

• Manage and optimize the CRM platform and database, ensuring hygiene, segmentation, and scalability.

• Define and execute automated journeys and communication flows based on behavior and lifecycle stages (decision trees, triggers, retargeting). Including decision tree and sequential retargeting strategy.

• Coordinate end-to-end CRM campaigns (email, push notifications, SMS) and work closely with agencies and internal stakeholders. Implement lifecycle management platforms and manages campaigns

• Conduct A/B and multivariate testing to improve campaign performance and ROI.

• Drive adoption and monetization of first-party data by proposing and implementing new use cases.

• Support regional CRM opportunities with tailored strategies and execution plans.

• Create the storytelling for marketing CRM campaigns, including insights and analyses to improve campaign optimization and performance.

• Deliver performance reporting, actionable insights, and campaign recaps to key stakeholders. Discuss on-going optimization opportunities.

• Partner with the Platforms Director to implement and optimize UX centric guidance and decisions and journey enhancements in partnership with IT and agencies as well as content creation in partnership with multiple areas of the organization and agencies.

• Define Main KPIs (Key Performance Indicators) and OKR (Objectives and Key Results) to optimize marketing campaigns.

• Define and monitor sites KPIs and be the of continuous improvements, manage SEO performance and improvements.

• Drive growth of Visa opted-in marketing efforts and improve Visa 1st Party Data assets.

• Come up with new use cases to grow the 1st party model, monetization, and user loyalty.

• Contribute to regional alignment on CRM best practices and business case development for future investments.

• Create selling pitch & meeting with stakeholders to execute initiatives through Visa Marketing Platform.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Qualifications

Basic Qualifications
-8 or more years of relevant work experience with a Bachelor Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD

Preferred Qualifications
-Very strong verbal and written communication skills. Fluent English.
-Excellent verbal and written communication skills, problem solving skills, customer service and interpersonal skills.
-Strong CRM leadership expertise, building and activating, Adobe suite a plus.
-Marketing strong experience. Marketing savvy and experience understanding the full marketing life cycle and interface with other consumer touch points such as media campaigns and promotions.
-Experience in monetization of 1st party and D2C platforms.
-Experience in ecommerce a plus.
-Experience connecting with call center and other consumer answering tools.
-Experience conducting usability and AB tests.
-Put consumer experience ahead of every decision you make. Subject Matter Expertise in web, mobile consume experience, content, and technology to deliver on that vision.
-Strategic business perspective with technical background
-Capacity to lead technology teams on building and improving consumer centric digital programs
-Proven digital marketing experience and knowledge of CRM tools
-Substantial problem-solving ability with strategic focus on impacting ROI
-Strong interpersonal abilities to drive change within multiple stakeholders and orgs.
-Multi-functional project management and strategy development skills, ability to manage deliverables and to coordinate, collaborate, and demonstrate results to other Visa divisions, financial institutions, merchants, and potential alliance partners
-Excellent communication, storytelling, and presentation skills. Ability to successfully communicate with and engage different audiences.
-Be able to negotiate with key stakeholders, IT, agencies and discuss in very simple terminology so all audiences understand.

Additional Information

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.