About the position
Marketing and Franchise Development in the U.S. Personal Bank is focused on deploying best-in-class marketing campaigns and advertising efforts while engaging net new external partnerships to enhance our product and solutions set. The team's focus is to unify cross-Personal Bank strategies to deliver ideal end-to-end experiences to our customers. The Citi Retail Services (CRS) Marketing team leads all marketing efforts for the CRS business. CRS is a leader in the payments industry and manages over 40 million customer accounts via long-standing partnerships with industry leaders including Dillard's, Macy's, The Home Depot, L.L. Bean, and Best Buy. With a pre-eminent global brand and distribution, CRS delivers industry-leading products, advanced services and payment systems that address clients' evolving needs. Integral to CRS success is the introduction and management of innovative programs, products and solutions through strong partnerships and dedicated employees who are committed to excellence. The Head of Marketing for Citi Retail Services is currently seeking a Marketing Excellence Lead. The individual in this role will be responsible for proactively evaluating and improving marketing team business processes and operating procedures and the execution of key controls. They will act as the key point of contact and business SME across the CRS Marketing team for inbound requests such as in audits and exams or with control activities.
Responsibilities
- Proactively identify and lead opportunities to automate, streamline and simplify CRS Marketing business processes and operations to address control objectives.
- Develop strategies to align, integrate and (as needed) differentiate Citi Retail Services Marketing operating processes, procedures, tools, and controls with other areas of the Marketing and Franchise Development organization.
- Ensure organizational preparedness and execution readiness activities related to the rollout of new or modified processes, operating platforms and business tools.
- Lead efforts to address customer complaints and key customer experience pain points.
- Monitor dashboards and reporting and mobilize resources across team to reinforce operational excellence and improve process design and execution, inclusive of embedded controls.
- Flawlessly execute assigned controls as required on behalf of function supported and act as process owner delegate to the functional head as needed.
- Become SME on governance processes for marketing programs executed by CRS partners.
- Serve as central point of contact that represents the function head and organization of 60+ as a business SME for requests stemming from activities such as audits, exams, process reviews, issue management and control challenges.
- Engage cross-functional stakeholders as needed, gathering and quality controlling artifacts, and penning responses.
- Create and deliver impactful communications to a wide variety of audiences and levels within the organization across the business, Legal, Compliance, Audit and other key partners.
- Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.
Requirements
- 10+ years of experience in marketing governance, risk, controls, and/or related governance roles, with significant experience in consumer financial services.
- Experience with Partner Marketing and/or B2B2C business models preferred.
- Excellent communication skills, with ability to partner effectively with various levels within the organization and influence key decisions.
- Ability to navigate complex organizational processes and synthesize learnings to clearly and succinctly represent business points of view within highly sensitive audits and exams.
- Comfortable in ambiguous situations, self-starter and self-learner.
- Demonstrates a flexible approach and resilience to setbacks.
- Multi-tasking skills with ability to manage competing priorities and meet strict deadlines.
Benefits
- medical, dental & vision coverage
- 401(k)
- life, accident, and disability insurance
- wellness programs
- paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays
