AWM, Marcus by Goldman Sachs, Customer Retention, Marketing, Vice President, New York, NY

Your Impact

The Marcus US Marketing Team is seeking a visionary and strategic Vice President to lead the US Deposits Marketing Retention team. This critical leadership role is responsible for defining, championing, and executing the strategy for customer experiences and communications that drive prospect conversion and significantly enhance existing customer stickiness.

As a data-driven leader, you will strategically leverage customer behaviors and perceptions across the entire customer lifecycle to build and optimize engagement campaigns that drive product adoption, foster deep loyalty, and proactively reduce churn across our large portfolio of customers.

Job Summary And Responsibilities

• Lead the strategic development and execution of comprehensive campaign plans and strategies that facilitate customer onboarding and product adoption, clearly articulating a strategic approach to "next-best action" across the customer journey.
• Ensure strategic alignment of all retention initiatives with overarching Marcus business goals and objectives.
• Oversee the efficient and accurate implementation of campaigns within CRM platforms, leveraging advanced capabilities and vendor resources where necessary.
• Drive the definition of advanced data requirements for CRM tools to enable highly personalized, predictive, and scalable campaigns.
• Establish and champion key performance indicators (KPIs) and work closely with analytics teams to drive actionable insights and optimize program performance.
• Architect and champion sophisticated multi-variate testing frameworks to continuously optimize program effectiveness and drive innovation.
• Provide strategic leadership and direction to creative teams, ensuring brand consistency, compliance, and compelling messaging.
• Champion process innovation and operational excellence to scale retention marketing capabilities in a rapidly growing business environment.
• Cultivate and lead highly collaborative relationships with a variety of cross-functional teams, including Analytics, Creative Services/Design, Compliance, Legal, Product, Brand, and external partners/agencies.
• Serve as a thought leader, driving continuous innovation and adoption of best practices in customer loyalty marketing and retention strategies.

Basic Requirements

• 10+ years of progressive leadership experience in loyalty/email marketing, CRM, product marketing, or digital marketing, preferably within a financial services context.
• Proven expertise in leveraging and optimizing enterprise-level marketing automation and CRM platforms (e.g., Adobe Campaign, Marketo, Braze, Oracle/Responsys, or similar).
• Proficiency in agile project management methodologies and tools (e.g., JIRA, Confluence).
• Exceptional analytical acumen with a proven track record of leveraging data to drive strategic decisions and measurable business outcomes.
• Demonstrated ability to strategically identify, analyze, and resolve complex business challenges.
• Prominent leadership in defining, optimizing, and implementing scalable processes and governance frameworks.
• Advanced proficiency in data visualization and reporting tools (e.g., Tableau).

Desired Characteristics

• Exceptional strategic vision combined with a strong bias for action and execution excellence, with a relentless focus on customer experience.
• A highly proactive and self-directed leader who identifies and capitalizes on strategic opportunities for the business.
• Intellectually curious and a courageous challenger of the status quo, driving continuous improvement and innovation.
• Proven ability to lead and manage complex, multi-faceted projects to successful completion autonomously.
• Superior interpersonal and stakeholder management skills, with a proven ability to influence and lead in a matrixed environment.
• Meticulous attention to detail and a proactive, strategic approach to risk management.
• Exceptional executive-level oral and written communication and presentation skills.

About Goldman Sachs

At Goldman Sachs, we commit our people, capital and ideas to help our clients, shareholders and the communities we serve to grow. Founded in 1869, we are a leading global investment banking, securities and investment management firm. Headquartered in New York, we maintain offices around the world. We believe who you are makes you better at what you do. We're committed to fostering and advancing diversity and inclusion in our own workplace and beyond by ensuring every individual within our firm has a number of opportunities to grow professionally and personally, from our training and development opportunities and firmwide networks to benefits, wellness and personal finance offerings and mindfulness programs.