Role OverviewThe 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.
Key Responsibilities - 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.
Qualifications - 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 $85,000-110,000, 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.
- Health and wellbeing options including medical, prescription, dental, vision, hearing, accident, hospital indemnity, and life insurances
- Up to 4% matching 401(k)
- Employee Stock Purchase Plan (10% share discount)
- Tuition reimbursement
- Paid time off (15 days' vacation per year, prorated based on start date)
- Paid sick leave as determined by state or local ordinance (prorated based on start date)
- 11 Paid holidays (4 floating holidays, prorated based on start date)
- Paid volunteer time (3 days per year, prorated based on start date)
