1 day old
2017-12-142018-01-13

Customer Experience & Marketing Strategy Manager (US Card)

McLean, VA
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  • Job Code
    capitalone2-R36100
Company Capital One

Job Title: Customer Experience & Marketing Strategy Manager (US Card)

JobID: capitalone2-R36100

Location: McLean, VA, 22106, USA

Description: McLean 1 (19050), United States of America, McLean, Virginia



At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.



Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.



Customer Experience & Marketing Strategy Manager (US Card)



Capital One is seeking an innovative, data-driven marketer with exceptional focus on customer experience for a Brand Manager role in its consumer credit card business. In this high-profile role, you will lead the development and delivery of new customer engagement strategies that are designed to reinforce the unique value Capital One offers to its customers and deepen spending relationships across both key customer segments. This role is at the center of reimagining and transforming customer experiences and creates a unique opportunity for a bold marketing leader to apply their strategic thinking - and take it to the next level.



This individual will have proven ability to use data and critical thinking to identify opportunities (consumer, marketplace, business) and deliver effective strategies that generate results. Experienced in strategic marketing planning, product management, and customer experience development. Adept in both emerging & traditional channel marketing. And highly skilled at working in cross-functional team environments.



Responsibilities:



+ Analyzes and synthesizes customer behavior data, business results, marketplace trends and research insights to advance product & customer engagement strategies.

+ Infuses consumer insights into the development of new customer journeys and experience ideas with a focus on digital account servicing.

+ Ensures product value propositions are integrated into the customer experience with a cohesive and compelling Brand narrative.

+ Identifies opportunities to repair, enhance and innovate experiences central to delivering upon brand vision.

+ Drives full project lifecycle from initial development of strategic intent all the way through integrated delivery that is aligned with business growth goals.

+ Briefs and works directly with a full stack of digital design and tech teams (both internal and external) to develop and implement breakthrough customer solutions.

+ Collaborates with a broad set of stakeholders including: Business and Data Analysts, Operations/Production, Legal, etc.



The person will have:



+ Curiosity and creative thinking to uncover and apply deep consumer insights.

+ Proficiency with analyzing marketing and customer behavior metrics to understand current state customer experience and unmet needs.

+ Passion and talent to generate and build the case for transformative marketing ideas.

+ A strong understanding of Customer Relationship Management trends.

+ A solid grasp of user-centered design - comfortable working with UX and other digital/visual designers

+ Experience with a variety of marketing channels (e.g., email, text, Social, Content).

+ Flexibility and attention to detail, must be able to manage multiple projects and navigate changing priorities while maintaining excellent work.

+ Highly effective communication skills with outstanding writing and presentation abilities to influence cross-functional teams within a large organization.



**Basic Qualifications:**



+ At least 6 Years of experience in Marketing Mgmt or Customer Experience Mgmt within an agency or corporate environment.

+ At least 6 years of experience in multi-channel marketing (planning, execution, performance analysis), including data-driven direct response

+ At least 6 years of experience managing creative / design teams, agencies, and cross-functional teams.

+ At least 6 Years of experience utilizing research to fuel customer marketing.

+ At least 6 Years of experience in creating and delivering presentations to a senior audience.



**Preferred Qualifications** :



+ Master’s Degree in Marketing, Business, or similar field

+ Experience in a consumer-driven Fortune 500, CPG, or FinTech environment

+ Experience in Financial Services

+ Experience delivering trigger-based marketing campaigns using a CRM system

+ Experience working in an Agile team environment



_At this time, Capital One will not sponsor a new applicant for employment authorization for this position._



Categories

  • Marketing

At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.                                               


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Customer Experience & Marketing Strategy Manager (US Card)

Capital One
McLean, VA

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Customer Experience & Marketing Strategy Manager (US Card)

Capital One
McLean, VA

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