Head of Customer Management, Citi

Citi

Location:
United States, New York

Category:
-

Contract Type:
Employment contract

Salary:

170000.00 - 300000.00 USD / Year

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Job Description:

The U.S. Marketing and Franchise Development organization drives all aspects of the customer lifecycle, from Acquisition to Engagement to Retention across major Business Units. This role will help drive new customer engagement and retention strategies, collaborate across functional teams, and lead marketing professionals. Responsibilities include strategic visioning, personalized customer onboarding, addressing disengagement, analysis-driven decisions, KPI establishment and team mentoring.

Job Responsibility:

Develop and refine the strategic vision and roadmap for new customer engagement and retention
design and implement personalized customer onboarding journeys to guide new customers to increasingly deepen their relationships
develop strategies to retain at-risk customers
provide holistic view to Branded Cards in ECM Marketing
drive deep analyses to aid in strategy development
establish and leverage performance metrics, KPIs, and benchmarks
monitor and analyze key operational metrics
collaborate with creative teams, agencies, and internal stakeholders
lead efforts to segment the existing customer base
develop targeted marketing campaigns and strategies
collaborate with cross-functional teams to align strategies
closely manage budget across Customer Management team
lead, mentor, and inspire a team of marketing professionals
appropriately assess risk when business decisions are made

Requirements:

15+ years of experience, including 8-10+ years' managerial experience
strong background in business and marketing strategy, having developed strategies 'from the ground up' using frameworks, data and competitive and customer insights
demonstrated expertise in developing and implementing planning processes
able to scope, template and 'processize' for large and complex organization and drive to simple and clear output
strong analytical skills with the ability to leverage data and insights to drive strategic decision-making and optimize marketing performance
high degree of comfort with financial and quantitative analysis, scenario development, and key P&L drivers
ability to scope and direct quantitative analysis for both direct and indirect reports
strong experience in scoping and creating KPI’s and metrics and developing metrics dashboards
structured approach to problem solving including root cause analyses and hypothesis development
significant experience in developing executive level presentations to highlight Marketing strategies and deliverables
able to structure and execute presentations with limited direction
experience managing across a large organization and interfacing with partners in Business Units, Analytics, and across the rest of USPB Marketing
deep familiarity with financial services industry and competitor products/services
demonstrated clear and concise written and verbal communication
ability to inspire confidence with strong executive presence and the ability to motivate both direct and indirect team to deliver high quality work and adhere to processes

Nice to have:

Master’s degree preferred
preferred fields: economics, finance, accounting, engineering, mathematics, statistics, business, computer science or related quantitative discipline

What we offer:

Medical, dental & vision coverage
401(k)
life, accident, and disability insurance
wellness programs
paid time off packages including planned time off, unplanned time off, and paid holidays

Additional Information:

Job Posted:
October 11, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Head of Customer Management