The person in this role will have a critical role in the product development, launch and post-launch product management of new Fee Rewards product including the ownership of key customer journeys, partner relation management and tracking and optimization of all customer benefits.
Key Responsibilities:
Benefit Tracking and Optimization: Partner with analytics and finance on the disciplined tracking of benefit utilization, expense, and impact on customer engagement. This includes the understanding of benefit usage on spend levels, attrition, and Citi Travel engagement.
Product Innovation: Explore, evaluate, and provide recommendations on product benefits, servicing, communication strategy and experiential enhancements to ensure the product remains relevant to our customers, meets their expectations, and allows to compete effectively in the High Fee Rewards space.
Partner Management: Be the main point of contact and manage the relations with 3rd parties involved in providing customer benefits to our Fee Rewards Cards cardholders, including the day-to-day communication with partners, ensuring that cost-sharing and associated invoicing processes are robust and run smoothly, and ensuring the customer journeys meet their expectations. This also includes working with other teams in the organization to explore new partnership opportunities for short and long-term limited time offers, or to supplement the core value prop benefits of the Rewards Fee Products.
Customer Experience: Partner closely with CX and Customer Service teams through product specific forums, call monitoring and NPS/ J.D. Power survey reviews, to quickly identify and address customer pain points, understand their needs and opportunities in communication, process optimization or other areas of improvement.
Benefit Communication & Marketing: Partner with the marketing team on day-to-day activities (digital content, newsletters, etc.) to deliver on the product-specific communication strategy to increase customer awareness of the product value prop, benefits and experiential content.
Control: Support the identification and resolution of issues to ensure an effective control environment
Qualifications
Bachelor's degree required, MBA preferred
5+ years Cards and/or product marketing experience
Experience in developing and executing new marketing strategies and campaigns
Strong leadership skills with the ability to manage multiple projects and initiatives simultaneously
Demonstrated problem-solving and decision-making skills
Results-oriented with strong prioritization skills and the ability to shift focus among competing priorities
Strong quantitative abilities and understanding of P&L dynamics
Self-starter with ability to work independently
Influencing skills with ability to work across multiple teams and functions to align and deliver against the team's business objectives
Experience leading and delivering in a highly-matrixed organization without direct responsibility for resources
Excellent communication and presentation skills
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Job Family Group:
Consumer Sales------------------------------------------------------
Job Family:
Consumer Product Sales------------------------------------------------------
Time Type:
Full time------------------------------------------------------
Primary Location:
Wilmington Delaware United States------------------------------------------------------
Primary Location Full Time Salary Range:
$125,760.00 - $188,640.00
In addition to salary, Citi's offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.
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Anticipated Posting Close Date:
Nov 20, 2024------------------------------------------------------
Citi is an equal opportunity and affirmative action employer.
Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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