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Head of Customer Management

https://www.citi.com/ Logo

Citi

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Location:
United States, New York

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Category:
-

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Contract Type:
Employment contract

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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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