Head of Customer Strategy and Offer Management

Requisition Number: 72130

Position Title:

External Description:

Company Overview:

T. Rowe Price is a Global Asset Manager dedicated to helping clients secure their financial futures and realize their retirement investing goals. We pride ourselves on innovation, customer-centricity, and delivering exceptional value to our clients worldwide. As we continue to grow and expand our market presence, we are seeking a dynamic and strategic leader to join our team as the Head of Customer Strategy and Offer Management.

Position Overview:

The Individual Investor organization manages over $200B in client assets and serves 1.4 million investors. As the leader of the Individual Investors (II) Customer Strategy and Offer Management team, this person will be responsible for developing and overseeing the execution of comprehensive strategies to drive revenue growth, enhance customer satisfaction and optimize our product and service offerings. This role will play a crucial part in shaping our customer engagement framework, ensuring alignment with overall business objectives, and leveraging insights to deliver compelling offers that resonate with our target audience. This role is a highly visible and influential position that leads essential marketing strategy development, customer segmentation approach, alignment of existing offers critical change efforts, business value realization, and strategic project management to enable growth of the II business. The role both leads and supports many high-profile initiatives and will entail ongoing engagement with senior stakeholders across the II business.

Key Responsibilities:

• Customer Strategy Development: Lead the development of a customer-centric strategy that enhances customer acquisition, retention, and lifetime value.
• Offer Management: Oversee the end-to-end management of product and service offerings, from ideation to execution, ensuring alignment with market demand and customer needs.
• Market Analysis: Conduct thorough market analysis, competitor research, and customer segmentation to identify opportunities and trends that inform strategic decisions.
• Cross-functional Collaboration: Work closely with Sales, Marketing, Product Development, and Operations teams to align customer strategy with business goals and ensure seamless execution of initiatives.
• Performance Measurement: Establish KPIs and metrics to monitor the effectiveness of customer strategies and offer management initiatives, providing regular performance reports and insights to senior management.
• Customer Insights: Utilize customer feedback, analytics, and data-driven insights to continuously refine and optimize customer strategies and offerings.
• Leadership and Team Development: Build and lead a high-performing team, fostering a culture of collaboration, innovation, and continuous improvement.

Typical Qualifications:

Required:

• Bachelor's degree or the equivalent combination of education and relevant experience AND
• 10+ years of total relevant work experience

Preferred:

• Bachelor's degree in Business Administration, Marketing, or a related field; MBA or equivalent preferred.
• Proven experience (10+ years) in a senior leadership role within Customer Strategy, Offer Management, or a similar function.
• Experience in retail (B2C) Financial Services industry
• Strong understanding of customer lifecycle management, customer segmentation, and market analysis.
• Experience in leading the development of business cases and critical change initiatives.
• Demonstrated success in developing and executing customer-centric strategies that drive revenue growth and enhance customer satisfaction.
• Exceptional analytical skills with the ability to interpret data and insights to drive decision-making.
• Excellent communication, presentation, and interpersonal skills, with the ability to influence and collaborate across all levels of the organization.
• Strategic thinker with a results-driven mindset and a track record of delivering impactful outcomes in a fast-paced environment.

FINRA Requirements

FINRA licenses are not required and will not be supported for this role.

Work Flexibility

This role is eligible for remote work up to two days a week.

Regional Requirements:

Base salary range:

151,000 - $258,500 USD

For the location of:

Colorado

Placement within the range provided above is based on the individual's relevant experience and skills for the role. Base salary is only one component of our total compensation package. Employees may be eligible for a discretionary bonus, which is determined upon company and individual performance.

This job posting is expected to be available until 9/15/24.

City:

State:

Community / Marketing Title: Head of Customer Strategy and Offer Management

Company Profile:

Location_formattedLocationLong: Maryland, US

CountryEEOText_Description: Commitment to Diversity, Equity, and Inclusion:We strive for equity, equality, and opportunity for all associates. When we embrace the power of diversity and create an environment where people can bring their authentic and best selves to work, our firm is stronger, and we create greater value for our clients. Our commitment and inclusive programming aim to lift the experience for each associate and builds allies for our global associate community. We know that a sense of belonging is key not only to your success at the firm, but also to your ability to bring your best each day.Benefits: We invest in our people through a wide range of programs and benefits, including: • Competitive pay and bonuses as well as a generous retirement plan and employee stock purchase plan with matching contributions• Flexible and remote work opportunities• Health care benefits (medical, dental, vision)• Tuition assistance• Wellness programs (fitness reimbursement, Employee Assistance Program)Our policies may change as our working lives evolve. Yet, our commitment to supporting our associates' well-being and addressing the needs of our clients, business, and communities is unwavering.T. Rowe Price is an equal opportunity employer and values diversity of thought, gender, and race. We believe our continued success depends upon the equal treatment of all associates and applicants for employment without discrimination on the basis of race, religion, creed, color, national origin, sex, gender, age, mental or physical disability, marital status, sexual orientation, gender identity or expression, citizenship status, military or veteran status, pregnancy, or any other classification protected by country, federal, state, or local law.