Hybrid Marketing Manager - Customer Experience & Retention presso University Bank

Description

UIF Corporation, a faith-based subsidiary of University Bank, is currently looking for a Marketing Manager - Customer Experience & Retention to join the team in Southfield, MI!
 

General Job Summary

The Marketing Manager - Customer Experience & Retention is pivotal in driving customer loyalty, enhancing customer lifetime value, and significantly improving the overall customer experience across all banking/financing account relationships. This manager will develop and execute comprehensive customer experience and retention strategies by deeply leveraging customer data from (UIF) Data Center and core systems (Fiserv, MLS etc.) This position directly manages the Marketing Design Executive, overseeing design for customer-centric visual marketing materials, and collaborates closely with the VP of Marketing & Customer Experience and the Marketing Manager - Customer Acquisition & Growth to ensure overall brand consistency and strategic alignment. Furthermore, this role ensures compliance with relevant financial advertising and data privacy regulations regarding customer marketing initiatives and the systems used.

Summary of Essential Job Functions

• 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.

Requirements

Education, Training and Work Experience

• Bachelor’s degree in Marketing, Business Administration, or a related field, or a related field with a design minor or relevant design experience/knowledge highly preferred.  
• Minimum of 5 years of progressive experience in Customer Relationship Management (CRM), Customer Experience Management, or Customer Retention Marketing within the financial services industry required.
• Strong experience with CRM system administration (Creatio CRM Preferred) and optimization for marketing purposes required.
• Experience with customer data analysis and leveraging data for segmentation and personalization required.
• Direct experience utilizing Fiserv's customer communication modules and add-ons is required. 
• Experience developing and implementing customer segmentation, customer journey maps, and loyalty programs required. 

Knowledge, Skills, and Abilities

• Demonstrated knowledge and experience working with Core Banking systems, specifically Fiserv, and a strong understanding of banking account relationships and related data within a core banking system.
• Proven Experience in CRM administration
• Experience in a data-driven marketing environment, ideally with experience integrating data from multiple sources (CRM, Data Warehouse, Core Banking).
• Experience managing direct reports, particularly creative professionals (e.g., designers).
• Understanding basic graphic design principles and the ability to provide constructive design feedback.
• Understanding compliance requirements related to customer marketing, communications, and data handling in the financial services industry.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to collaborate effectively across departments.

Working Environment

Primary working environment is within an indoor climate-controlled office space and/or a private home office or some combination which will be at management’s sole discretion. Employee may be subject to florescent lighting, dust, and other normal indoor allergens. Employee may work in close proximity of coworkers and occasionally independently in quiet environments.

Physical Requirements

• Able to lift up to 20 pounds.
• Extended periods of sitting (at computer desk).
• Complete repetitive tasks (including operation of computer mouse/keyboard).

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

**University Bank is an Equal Opportunity/Affirmative Action Employer**