Senior Director of Customer Engagement and Marketing Automation

About the role

The Senior Director of Customer Engagement and Marketing Automation will spearhead the strategy and execution of all automated, data-driven marketing and engagement programs across the customer lifecycle.

Responsibilities

• Develop and execute a comprehensive, long-term customer engagement and marketing automation strategy that aligns with business objectives and key financial services regulations.
• Champion a customer-centric mindset and data-driven culture throughout the marketing organization.
• Map, analyze, and optimize the customer journey across all touchpoints, from onboarding to retention and cross-sell opportunities.
• Utilize customer feedback and data to identify and resolve pain points in the customer experience.
• Serve as the expert on the marketing automation technology stack, overseeing platform integrations, data governance, and overall system health.
• Ensure the integration between marketing automation systems and other platforms (e.g., CRM) for seamless data flow and reporting.
• Manage and optimize the end-to-end customer journey, from initial lead nurturing to retention and cross-sell initiatives.
• Oversee the maintenance and enhancement of audience segmentation and personalization frameworks for targeted and relevant communications.
• Direct the development, execution, and optimization of automated lifecycle campaigns, transactional messaging, and multi-channel engagement programs.
• Collaborate with analytics and data science teams to measure the impact of marketing automation on customer acquisition, lifetime value, and revenue.
• Define and track key performance indicators (KPIs) to measure the effectiveness of all automated marketing programs.

Requirements

• 10+ years of experience in marketing automation or similar with at least 5 years in a senior leadership role.
• Deep understanding of digital technologies, platforms, and trends, including but not limited to CRM, analytics, and e-commerce.
• Strong understanding of data integrations, data relationships, and email operations.
• Excellent leadership skills with a track record of building and managing high-performing teams.
• Demonstrated experience in driving transformation initiatives and managing large-scale data projects.
• Strong analytical and problem-solving skills, with the ability to translate data into actionable insights.
• Excellent communication and presentation skills, with the ability to articulate complex digital concepts to non-technical stakeholders.

Qualifications

• Bachelor's degree in business administration, marketing, information technology, or a related field. A master's degree is preferred.

Skills

• Deep expertise with a major marketing automation platform such as Zeta Marketing Platform, Salesforce Marketing Cloud, or HubSpot.

Benefits

• Competitive base salaries
• Bonus incentives
• Generous PTO, Floating Holidays and 12 Federal Holidays observed
• Support for financial-well-being and retirement 401k with employer match
• Comprehensive medical, dental, vision, hospital indemnity, critical illness, pet insurance and more
• Employer paid short-term/long-term disability and basic life insurance
• Flexible hybrid working arrangements
• Paid parental leave and adoption reimbursement programs
• Free access to on-site staffed fitness centers (in Delaware) and gym subsidy (for locations outside Delaware)
• Confidential counseling support (EAP), Health Advocacy services and Wellness program with financial incentives
• Tuition Reimbursement and Family Scholarship Programs
• Career development and training opportunities

Pay

Competitive base salaries and bonus incentives.

Schedule

Flexible hybrid working arrangements.