Customer Communication Strategy Manager

SUMMARY
The Customer Communication Strategy Manager will play a pivotal role in shaping and executing the company’s customer communication strategy across all touchpoints of the customer lifecycle. This role requires a blend of creativity, data-driven decision-making, and a deep understanding of customer behavior to drive engagement, conversion, and loyalty. The CCS Manager will partner with Marketing leadership to devise customer engagement-driving communication strategies aimed at remarketing, servicing, and enhancing the overall customer experience. This position will report into the SVP of Marketing for the organization.
ESSENTIAL DUTIES AND RESPONSIBILITIES

• In collaboration with Marketing leadership, develop and execute comprehensive communication strategies to engage customers throughout their lifecycle, including: onboarding, activation, servicing, and retention.
• Collaborate cross-functionally with marketing, product development, and data analytics teams to identify customer segmentation strategies and tailor communications based on customer and company preferences, behaviors, and demographics.
• Partner with marketing design and branding team members, to ensure customer communication copy delivers messaging, tone, and call-to-action items that are clear across all channels leveraged and induce the intended customer behavior behind the campaign designed.
• Define and provide senior management with communication cadence strategies to optimize the timing and frequency of campaigns, maximizing customer response rates and conversion.
• Leverage data analytics and performance metrics to continuously monitor and refine communication strategies, identifying opportunities for improvement and optimization.
• Drive initiatives to increase credit line and payment performance through targeted communication campaigns and personalized offers.
• Stay abreast of industry trends, best practices, and regulatory changes related to customer communication and incorporate them into our strategies.
• Lead A/B testing and experimentation initiatives to optimize messaging, design, and channel effectiveness.
• Collaborate with compliance and legal teams to ensure all communication materials strictly adhere to all state and federal regulatory requirements and industry standards.

QUALIFICATIONS

• Bachelor's degree in marketing, communications, business, or related field preferred.
• Proven experience of at least 5 years in customer communications, marketing, or related roles within the fintech, banking, or financial services industry.
• Deep understanding of customer segmentation, journey mapping, and lifecycle management principles.
• Strong analytical skills with the ability to interpret data, draw insights, and make data-driven decisions.
• Excellent written and verbal communication skills, with a keen eye for detail and the ability to craft compelling copy.
• Experience working with CRM platforms, marketing automation tools, and data analytics software (Salesforce preferred).
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
• Strong collaborative and interpersonal skills, with the ability to influence and build consensus across cross-functional teams.
• Knowledge of regulatory requirements and compliance standards related to financial services communications.

LANGUAGE SKILLS
English and/or Bi-lingual (English & Spanish)

PHYSICAL DEMANDS
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. He or she must be able to work with a computer screen that is quickly changing and flashing the user to be alert of specific information.

WORK ENVIRONMENT
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

AAP/EEO STATEMENT

In order to provide equal employment and advancement opportunities to all individuals, employment decisions at the Company will be based on merit, qualifications, and abilities. The Company does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, or any other characteristic protected by law. This policy governs all aspects of employment, including selection, job assignment, compensation, discipline, termination, and access to benefits and training. Any employees with questions or concerns about any type of discrimination in the workplace are encouraged to bring these issues to the attention of their immediate supervisor and/or the VP, Human Resources. Employees can raise concerns and make reports without fear of reprisal. Anyone found to be engaging in any type of unlawful discrimination will be subject to disciplinary action, up to and including termination of employment.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.