We’re looking for an innovative Portfolio Manager to join Citi’s Retail Bank and drive customer engagement through a detailed marketing communications strategy. Working across our deposits, mortgages and investment product offerings, this role will offer the successful candidate exposure to multiple business units and stakeholders.

The strategic intent of this role is to develop the deposits, investments and mortgages engagement strategies to improve key portfolio metrics including activation, usage and retention. The successful candidate will ideate and execute an always-on comms calendar that promotes and reinforces the customer value proposition, and features relevant offers and timely updates.

Accountabilities

Portfolio Strategy

• Develop and implement marketing programs and communications strategy to drive engagement, usage, re-engagement and retention for deposits, investments, mortgages and Citigold clients

• Leverage data and insights to understand product, segment financials and drivers, in order to find ways to best engage with customer segments

• Work with key internal (Brand and Sponsorships, Product teams, Cards Engagement teams) and external (e.g. Mastercard) partners to develop an offers framework and preferential pricing offers

• Develop an always-on communications calendar that leverages available assets and offers, via all available channels to deliver timely, targeted and innovative campaigns. Campaigns include usage and stimulus, product changes, updates and new features, along with terms and conditions and variations notices

• Work closely with MRC and Retention Lead to ensure cohesive approach to campaign execution and comms frameworks

• Work with the Decision Management Campaigns team and key stakeholders to design data briefs and tech builds, review  and QA data files for execution, conduct seed testing and maker / checker processes

• Manage end-to-end campaign execution requirements including Activity Briefs, Comms Approvals, agency and design briefs, DM data briefs, creative development and channel execution. Channels include Salesforce Marketing Cloud (eDM, SMS, Cloud-based landing pages), Citi’s mailhouse, eCRM and RM dashboard uploads, the website and mobile app, paid media and other touchpoints as they become available

• Identify and implement improvements to the campaign management and fulfilment processes

Client Value Proposition

• Be the custodian of the client value proposition and champion delivery of the CVP to wealth, banking and mortgages clients

• Attend local and regional NPS forums and take personal responsibility for resolving issues and delivering NPS action plans to optimize the client experience  

• Develop and implement strategies across Retail and Wealth Management customer segments to deliver best-in-class customer experience and improve the Net Promoter Score.

• Take personal responsibility for resolving issues and delivering a remarkable customer experience.

Budget Management and Reporting

• Prudently manage the portfolio budget, including optimisation, accruals and invoicing, to ensure targets and return on investment metrics are exceeded

• Prepare pitches for regional funding for tactical portfolio incentive programs

• Monitor and socialise key campaign metrics by preparing detailed post implementation reviews which include open and click through rates, campaign engagement and how these translate to portfolio metrics including spend, usage, segment upgrades and downgrades, retention, NPS. Use these learnings to inform future campaign/channel strategies.

• Ensure test and learn component is built into all campaigns to enable continual optimisation and enhancement

Qualification Requirements

• Minimum 6 years work experience – banking and telecommunications experience valued

• Tertiary qualified in marketing or related discipline

• High level of proficiency in Digital Marketing Systems ideally Salesforce Marketing Cloud and journeys with knowledge of latest social marketing techniques, web based analytics, Facebook profiles

• Knowledge and/or use of Adobe Experience cloud, Google Analytics, CRM systems

• Strong, written and verbal communication skills & competency in Microsoft Office, Excel, Powerpoint

• Strong data management knowledge of segmentation/ extraction/customer targeting and techniques

• Strong numerical and financial capability

• Ability to plan, prioritise and co-ordinate multiple campaigns and initiatives to effectively deliver high-quality, sustainable results

• Lateral thinker who demonstrates drive and commitment to delivering innovative solutions

• Strong interpersonal, problem solving and influencing skills

• Operates with a customer-centric lens

• Adaptable, resilient and flexible

• Team player who is energetic and highly motivated

• Strive for continuous self-development

Competency Requirements

• Analysis and Decision Making - Identify and understand issues, problems and opportunities and develop appropriate solutions.

• Build Effective Working Relationships - Develop and leverage collaborative relationships to facilitate the accomplishment of business goals.

• Communicates Effectively - Communicate clearly and concisely, with impact and credibility using appropriate language, style and terminology.

• Market, Sales and Customer Focus - Create and seize opportunities that provide superior returns for shareholders and make customers and their needs a primary focus.  Work to reinforce a market, sales and customer focus.

• Operational Execution - Accountable for acquisition performance and act with a sense of urgency to address issues and take advantage of opportunities. Immediate access to key financial and operational data.

Key Scorecard Metrics 

• Growth through upgrades

• Spend active / funding rate / average balance

• Arrest attrition and downgrades

• Net Promoter Score

• Adherence to 100% Controls environment

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Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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