The Customer Journey Automation Manager is a seasoned professional role. Applies in-depth disciplinary knowledge, contributing to the development of new techniques and the improvement of processes and work-flow for the area or function. Integrates subject matter and industry expertise within a defined area. Requires in-depth understanding of how banking and wealth management functions collectively integrate within the digital banking as well as coordinate and contribute to the objectives of the function and overall business. Excellent communication and diplomacy skills are required. Regularly assumes informal/formal leadership role within teams. Involved in coaching and training of new recruits Significant impact in terms of project size, geography, etc. by influencing decisions through advice, counsel and/or facilitating services to others in area of specialization. Work and performance of all teams in the area are directly affected by the performance of the individual.
Lead the day-to-day operation and automation of customer lifecycle journeys by partnering and working closely with cross-functional teams.
You will be responsible for designing and building reusable creative journey assets that will be used in all campaigns as well a digital client engagement platforms.
Project manage the implementation of customer lifecycle journeys in Salesforce (SFMC); including build, QA, deployment, and measurement/reporting
Rollout omni-channel customer lifecycle campaigns along with responsibility of tracking & monitoring of the digital behavior of the clients across onboarding, advisory and servicing journeys
Collaborate with cross functional technology & business partners (including Digital, Sales, Marketing, IT, Finance, Legal, Compliance, Data & Analytics and other) to develop holistic, end-to-end digital solutions that fulfill digital engagement needs
Provide Client Interaction Model guidance and governance.
Provide leadership in enhancing the client experience through insights based analytic studies.
5+ years of marketing and/or marketing automation and/or campaign management experience
Strong knowledge of marketing principles, digital trends, marketing tech and automation
Experience in campaign management in using marketing automation tools (Salesforce Marketing Cloud preferred)
Experience working in digital creative agencies is a plus
Experience working in financial services environment is desirable
Highly-disciplined mature, self-starter and able to work with minimal oversight and direction
Detailed-oriented for visual and written materials
Possess excellent relationship building, stakeholder management and problem solving skills.
Flexible. Able to adapt quickly to changing priorities, learn new skills & technologies and work under a sense of urgency
Passionate client focus in providing superior service by collaborating and building relationships across the organization.
Outstanding verbal and written communication skills.
Advanced execution skills with attention to detail.
Good analytic and problem solving skills with experience in assessing root cause. Effective planning and organizational skills. Excellent PC skills (Microsoft Office).
Project management skills preferred.
Bachelors/University degree or equivalent experience
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