Customer Insights Manager

Position Title: Customer Insights Manager

Reports To: Chief Marketing Officer (CMO)

Department: Customer Insights

FLSA Status: Exempt

Purpose: The Customer Insights Manager will support the Chief Community Banking Officer (CCBO) in developing the strategic framework and long-term vision for the bank. The Customer Insights Manager will lead and oversee a broad array of functions including but not limited to customer data and analytics, competitive intelligence, market insights, and internal reporting. The Customer Insights Manager will lead and mentor a core team of customer insights and analytics professionals and will be expected to work closely and collaboratively with other areas of the company as well as external partners.

Supervisory Responsibilities:

Degree of Supervision Received: Minimal

• Supervision Received (title): Chief Marketing Officer

Degree of Supervision Given: Moderate

• Supervision Given to (Titles): TBD

Essential Functions:

1. Develop and implement the overall insights and analytics strategy of the enterprise and efforts to enhance Five Star's brand.
2. Act as a thought-leader for Five Star's brand, including all aspects of branding, public image; and advertising strategy; external communications; public and industry relations and policy; media relations; campaigns and metrics.
3. Manage all aspects of, insights, metrics and reporting including meeting with each business line to ensure plans are in lockstep with growth and profitability goals. Ability to measure, analyze and constantly improve correlations between customer experience, brand, marketing, customer insights, business intelligence and demonstrated sales results. Develop tracking metrics and success criteria to effectively measure efficiency and results of strategies; implementing improvement as required.
4. Demonstrate ability to partner and collaborate with Senior Leadership to help shape the business and engagement strategy. Work collaboratively to build synergies between functions to include developing an integrated approach with all lines of business; including external partners such as agencies and consultants to deliver omni-channel campaigns that drive results for all internal stakeholders.
5. Enhance and capitalize on the Bank's enterprise-wide overall digital presence including its website, search engine optimization, social media, etc. and the latest technologies and processes. Leverage our brand and serve timely and relevant analytics to support sales goals and customer needs. Provide thoughtful insights and recommendations to guide development of content and engaging collateral, research reports, blog posts, social media, and webinars to emphasize and promote to prospects, clients and job candidates. Demonstrated working knowledge of Salesforce or other CRM experience desired.
6. Activate the Bank's community whether on site (branch, events) or online to build further upon its history and deliver innovative ways to reach its current and new clientele.
7. Demonstrate the standards and principles of the Five Star experience in every interaction with internal and external customers, associates, and stakeholders. Incorporate the high-performance behaviors of teamwork, leading by example, and service in every facet of work.
8. Demonstrate the standards and principles of the Five Star Bank experience in every interaction with internal and external customers, associates, and stakeholders. Incorporate the high-performance behaviors of teamwork, leading by example, and service in every facet of work.

Job Related Qualifications - Education and Prior Experience:

Required:

• Education: Bachelor's Degree in Business, Marketing, or related field and/or equivalent work experience.
• Prior Experience: 10 years and type of experience leading data and analysis teams, including (5) years leading marketing, brand management and operational marketing initiatives in the finance services industry preferred. Salesforce Ecosystem knowledge and experience preferred.
• Licenses or Accreditation: N/A

-OR-

Preferred:

• Education: MBA
• Prior Experience: (5) years leading marketing, brand management and operational marketing initiatives in the finance services industry preferred. Salesforce Ecosystem knowledge and experience preferred.
• Licenses or Accreditation: N/A

Competencies:

1. Proven presentation skills with a unique ability to connect the dots through effective storytelling.
2. Strong and effective communication skills, both oral and written.
3. Strong analytical, critical thinking and problem-solving skills.
4. Proficient computer skills, with the ability to navigate sophisticated analytics/business intelligence platforms.
5. Be intellectually curious; with a deep and persistent desire to know and understand the why.
6. Strategy planning and implementation to deliver measurable results.
7. Exceptional marketing planning and execution skills; ability to translate business strategy into go-to-market plans.

1. Thorough knowledge of marketing principles, brand, product and service management, sales, and business development; along with a demonstrated track record of success and performance.

1. Advanced experience working with communications functions including branding and messaging to different target audience. Highly motivated, self-driven individual who can think strategically, operate independently, and take accountability for the function.
2. Ability to motivate, influence and collaborate with others both internally and externally. Team builder, coaching and mentoring to achieve results. Multi-tasking in a fast-paced environment while prioritizing your focus on most impactful activities to meet deadlines.

Physical Requirements:

1. Able to regularly sit for prolonged periods of time.
2. Able to regularly stand for prolonged periods of time.
3. Able to lift 30 lbs.
4. Able to travel:
   • Frequently
5. Extensive computer usage is required.
6. Ability to work:
   1. Evenings
      • Occasionally
   2. Weekends
      • Occasionally

This job description is not exhaustive. The Customer Insights Manager may be required to perform other duties as assigned.

Five Star Bank and affiliate companies are committed to Equal Employment Opportunity and Affirmative Action. We recruit, hire, train and promote persons in all job titles and ensure that all other personnel actions are administered without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. Five Star Bank and affiliate companies are committed to providing reasonable accommodations to employees and applicants with disabilities to the full extent required by the Americans with Disabilities Act (ADA). If you feel you need a reasonable accommodation pursuant to the ADA, you are encouraged to contact us at (716)817-2706 or (716)817-5186.

Note: At a later stage in the application process, applicants may be required to provide information about their criminal conviction history, if any, and to authorize the procurement of a consumer report that will contain, among other things, information about criminal conviction history. Except as required by applicable law, prior criminal convictions will not automatically disqualify an applicant from employment, and Five Star Bank will only consider such history in accordance with applicable law. Please be advised, however, that federal law prohibits Five Star Bank from employing "any person who has been convicted of any criminal offense involving dishonesty or a breach of trust or money laundering or has agreed to enter into a pretrial diversion or similar program in connection with a prosecution for such offense" unless the FDIC has provided prior written consent.