Marketing Lead- Customer Engagement & Retention

Position Overview

At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company's success. As a Marketing Lead within PNC's Marketing organization, you will be based in Pittsburgh, Cleveland, Philadelphia, Tysons Corner, VA, Chicago, or Houston.

As the Retail Growth Marketing team at PNC, we are on a journey to build a best-in-class growth marketing function. Our vision is to operate a personalized, omni-channel, and real-time marketing engine across the customer lifecycle, enabling acquisition at low cost and driving growth in customer lifetime value.

At PNC, growth does not stop when a customer opens an account. Some of our greatest opportunities come from helping customers stay engaged, adopting solutions that fit their needs, and deepening their banking relationships over time. This role will help shape how engagement and retention contribute to PNC's broader growth strategy.

We are seeking a curious, hands‑on marketer who is energized by the opportunity to build programs that strengthen primacy, deepen relationships, and deliver measurable customer value. The ideal candidate combines strategic thinking with a willingness to roll up their sleeves, turning established goals into action, asking thoughtful questions, using customer insights and experimentation to develop solutions, and working through the details to bring them to market.

Success in this role requires a builder mindset, a passion for understanding customer behavior, and the ability to translate insights into actions that drive meaningful results.

The ideal candidate can expect to help shape and build a growing portfolio of high-impact retention initiatives while collaborating across a broad, matrixed organization with focus, creativity, and speed. You'll have the opportunity to help build new capabilities, test new ideas, and scale programs that strengthen customer engagement and retention over time.

Specific Job Requirements Include:

• Define, build, and scale engagement and retention strategies that advance PNC's overall growth agenda.
• Develop and optimize lifecycle programs that leverage customer insights, experimentation, and performance measurement to uncover opportunities, influence customer behavior, and drive measurable business results.
• Advance automation strategies that deliver next best actions to the right customer in the right channel, at the right moments in the customer lifecycle.
• Create differentiated strategies for key segments by identifying growth opportunities across customer segments and partnering across product, analytics, finance, L&C, and marketing to bring ideas from concept to market.
• Pull strategic offer levers within broader engagement and retention programs to entice and shift customer behaviors across digital solutions and payments.
• Translate insights into action. Analyze customer behavior, performance trends, and business results to identify opportunities and develop recommendations that improve engagement, retention, and customer value.

• Brings 5+ years of experience in retention, lifecycle, CRM, relationship, or growth marketing, preferably within financial services or another regulated industry.
• Has demonstrated experience creating and scaling new programs and campaigns to influence behavior and deliver measurable business results.
• Combines strategic thinking with strong execution, using customer insights, analytical problem solving, and sound judgment to move from opportunity identification to…