INTRUST Bank

Customer Support

• Serve as the primary administrator for the Customer Relationship Management (CRM) systems, including managing user access, customizing the platform for marketing, sales, customer communication and customer service workflows, and optimizing segmentation and personalization.
• Manage core banking functionalities tied to banking accounts within the Fiserv system, ensuring data accuracy and accessibility for marketing, communications, and servicing.
• Ensure robust integration and utilization of customer data within the CRM platform, drawing from the UIF Data Center and key data points.
• Develop and implement data-driven marketing and communication strategies to build and optimize every product's customer journey, from onboarding to long-term loyalty.
• Design and manage programs such as customer onboarding sequences, loyalty initiatives, and win-back campaigns based on data insights.
• Develop and execute personalized, multi-channel communication campaigns (including email) for existing customers, leveraging UIF Datacenter and CRM.
• Establish and manage systems for collecting and analyzing customer feedback to identify and address pain points in the customer experience.
• Conduct in-depth analysis of customer behavior, preferences, and trends using data from UIF Data Center (Fiserv, CRM, MLS, etc.), focusing on banking account activity.
• Generate actionable insights from data analysis to inform strategic decisions for improving customer experience and retention.
• Directly manage the Marketing Design Executive, overseeing workload, providing project assignments, and conducting performance management.
• Collaborate with the Marketing Manager—Customer Acquisition & Growth on managing the bank's WordPress website, focusing on customer experience aspects under the direction of the VP.
• Collaborate with the Marketing VP on strategic marketing campaign planning and lead the execution and monitoring of customer experience and retention campaigns, integrating data for tracking and optimization.
• Ensure all customer marketing initiatives, communications, and programs comply with relevant financial advertising laws, consumer protection regulations, and data privacy requirements, collaborating closely with the Compliance Department.
• Manage the budget allocated for customer experience and retention activities, optimizing spending based on data analysis.
• Foster strong collaboration with Sales, Customer Service, IT, Operations, and Compliance to ensure unified customer-centric efforts.
• Other Job Functions All other duties as assigned by management.

Marketing Manager - Customer Experience & Retention