Marcus by Goldman Sachs, Customer Marketing Manager, Vice President, London

at  Goldman Sachs

WEALTH MANAGEMENT

Across Wealth Management, Goldman Sachs helps empower clients and customers around the world to reach their financial goals. Our advisor-led wealth management businesses provide financial planning, investment management, banking, and comprehensive advice to a wide range of clients, including ultra-high net worth and high net worth individuals, as well as family offices, foundations and endowments, and corporations and their employees. Our direct-to-consumer business provides digital solutions that help customers save and invest. Across Wealth Management, our growth is driven by a relentless focus on our people, our clients and customers, and leading-edge technology, data, and design.

EXPERIENCE AND SKILLS:

• Relevant marketing qualification.
• 5+ years working in a customer marketing role, ideally in retail financial services or in a relevant adjacent industry.
• Expert in building and deploying email campaigns using Adobe Campaign
• Experience of working with Engineering and technical teams to define enhancements for ESP features and capabilities for improved customer experience and engagement.
• Experience of managing direct reports as well as external vendors and agencies
• Knowledge of social listening and experience platform, Sprinklr preferred.
• Knowledge of HTML and CSS advantageous.
• Highly organised and motivated with ability to work to tight deadlines.
• A proactive, creative, and critical thinker.

THE ROLE

We’re seeking a proactive, experienced, and highly motivated Customer Marketing Manager to join the Marketing team in our London office. This is a hands-on role that will define and lead customer marketing engagement strategy, through designing and delivering campaigns that build on-going retention, loyalty, and engagement with our customers. This will be primarily executed across CRM as well as organic social and owned content. Detailed knowledge of Adobe Campaign is essential and experience of Sprinklr is desirable.

RESPONSIBILITIES:

• Drive customer retention and Customer Lifetime Value (CLV) through our customer engagement channels, owning the annual calendar of CRM campaigns, in line with business objectives and strategy.
• Build and execute end-to-end individual marketing and transactional email campaigns, creating workflows and overseeing content and copy for each, using Adobe Campaign and AEM.
• Oversee Customer Marketing Executive with the development of organic social media strategy to increase followers, reach and interactions.
• Oversee the end-to-end execution of organic social media activity including idea generation, asset creation, stakeholder approvals and evaluation. Direct the work of marketing agencies and other external vendors.
• Work closely with wider marketing teams to ensure alignment across channel calendars for consistency and amplification of brand messaging.
• Analyse and evaluate campaign performance to drive incremental improvements on KPI’s and help inform future campaign activity.
• Keep up to date with CRM and social media trends, sharing updates and advocating for tools to optimise and enhance activity.
• Lead the development of CRM & social media capabilities, developing businesses cases for enhancements and working with Business and Engineering stakeholders to prioritise and integrate new features.
• Work with 2 nd line colleagues to ensure there is correct governance in place to be compliant with regulations and policies, for example ensuring that communication processes have appropriate controls and approvals are documented for auditing.
• Be the lead for Marcus UK on firmwide communication initiatives to ensure safe and timely delivery in line with firmwide project expectations. Supervise the work of the third-party vendors that support customer marketing processes.
• Work closely with Delivery and Engineering teams to ensure cross-team alignment on comms deployment.