Marketing Program Lead – and Customer Journey Marketing

Role Overview

The Program Lead for Customer Communications is responsible for leading high impact, data driven lifecycle communication strategies that drive customer engagement. This role owns the execution of cross channel testing initiatives and serves as a key connector across Analytics, Operations, Product, Technology, and Compliance teams.

This person brings a strong customer centric lens, a rigorous testing mindset, and the ability to execute and influence outcomes across the enterprise – operating with autonomy and accountability while partnering closely with leaders and stakeholders.

• Drive communication initiatives that support customer engagement during key moments in the customer journey
• Coordinate cross channel testing across email, SMS, direct mail, AI agent, and operations
• Identify and influence opportunities to drive incremental lift through data-driven experimentation and own corresponding strategies
• Operationalize automated communications in partnership with execution channels with minimal customer or operational disruption.
• Partner with analytics to develop targeting and selection criteria for test/learn campaigns; identify test segments based on results and provide testing and targeting recommendations.
• Lead frequent forums to socialize progress, create alignment and strengthen vision with business units
• Manage ongoing measurement of communications, proactively identify risks and deliver resolution in collaboration with partners
• Champion new models and processes that increase process control, reliability and scalability
• Lead marketing communications platform transitions with smart testing and enhancement
• Serve as a trusted partner to Analytics, Product, Operations, Technology, and Compliance teams, aligning marketing communications with enterprise initiatives
• Develop and deliver presentations that report on key metrics, summarize results, and provide insights to inform future test strategies with clarity and confidence.

• 5+ years of strategic marketing experience in customer acquisition and/or loyalty marketing along with a relevant Bachelor’s degree.
• Ability to understand the company business strategy and support through marketing initiatives
• Proven experience with campaign development, from briefs through working with creative teams and channel managers to launch
• Proven analytical skills to drive strategic and tactical marketing initiatives.
• Excellent communication skills and the ability to effectively work with all levels of management.
• Adept in creative problem solving, with outstanding organizational, interpersonal, and multitasking skills, as well as the ability to juggle multiple fast paced, deadline-driven projects.
• Excel at fostering collaboration and influencing outcomes across cross-functional partners
• Proficiency in Microsoft Office suite and ability to create powerful storylines and presentations to gain buy-in across the organization
• Financial services, lending experience and/or customer engagement experience desired.
• Experience with Adobe Campaign or other campaign management platforms is a plus.
• Location :
  Baltimore, MD hybrid schedule
• Baltimore, MD Target base salary range is $85,, which is based on various factors including skills and work experience. In addition to base salary, this role is eligible for a competitive compensation program that is based on individual and company performance.