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Senior Manager, Client Marketing and Referrals

First Republic Bank

This is a Contract position in San Francisco, CA posted January 5, 2021.

Founded in 1985, our client offers extraordinary service in private banking, private business banking and private wealth management.

They believe that personal connections are everything and their success is driven by the relationships they form with their colleagues and clients.

Youll always feel empowered and valued here.

The Eagle Lending Marketing team is responsible for acquiring the next generation of clients via strategic loan products to support business goals.

In this role, you will own the overall management and execution of the customer marketing program for Eagle Lending, with a particular emphasis on net-new acquisition via client referrals.

You will have demonstrated leadership competencies, and work closely with internal and external business partners in service of enabling clients to share their experiences and encourage others to experience the difference.

You will work closely with marketing colleagues and other internal teams to deliver the next phase(s) of customer marketing for Eagle.

Additionally, you will have demonstrated experience with, and an understanding of digital marketing best practices to support a high touch business model.

In this role you will work closely with the strategy and business operations team, the corporate marketing team and others and will serve as the voice of the client and next generation client expert on behalf of the Eagle Lending organization.

What youll do as a Senior Manager, Client Marketing and Referrals : Reporting to the Director of Marketing, Eagle Lending, the Customer Marketing Manager, Referrals is responsible for all aspects of the marketing that occurs post-loan booking in the first year of new-client acquisition.

This role focuses on client surprise and delight and net-new client acquisition through the referral marketing.

You are responsible for all customer marketing programming and campaigns, and own the metrics that demonstrate impact for clients and the business.

You will be responsible for the strategy and execution of customer marketing programs, including onboarding, client testimonials and referral campaigns.

You will establish and maintain communication channels to educate customers on core product usage and expansionary use cases, referral offers while continuing to develop customer insights to continually optimize and refine customer marketing programming.

You will play a role in customer retention, in partnership with corporate marketing.

To be successful in this role, you will need to invest in knowing our clients and our products.

You must be a creative problem solver grounded in data-driven decision making and partner well with content creators and creatives communicating out how content and creative impacts clients and the business.

With an NPS of 80 as the lead bank, the clients are deeply appreciative of the service experience which translates to a massive opportunity for a client-centric marketer Responsibilities : Create integrated client marketing campaigns to drive referral program awareness and product education through client testimonials and other stories to generate referrals, as measured by leads and booked loans attributed to client referrals Ensure customer messaging and positioning aligns with brand and retention goals Identify and track key, measurable metrics ( of referrals, churn, etc.) for lifecycle programs Forge strong relationships with client advocates and build out testimonials and client quotes in partnership with corporate marketing Evolve Eagle Lendings client advocacy program to mobilize and transform clients into brand and product ambassadors Create and execute on client marketing calendars and programs, focusing on post-sale marketing activities to feed the acquisition funnel Share and socialize client marketing program wins with excitement and energy Optimize the client referral lead generation program, through experimentation, measurement and analysis Be the voice of the client within Eagle Lending Marketing and Eagle Lending more broadly Develop the customer marketing playbook with operational processes and monthly, quarterly KPIs Provide marketing perspective and input on adjacent teams and systems along the customer journey, including customer insights, sales strategy / biz ops, and marketing automation Work cross-departmentally and cross-functionally with corporate marketing, product, sales, and enterprise data & client insights You could be a great fit if you have : The drive to be helpful.

Be collaborative.

Be a leader.

Superior problem solving, analytical and decision-making skills.

Ability to interpret data and trends, diagnose problems and formulate effective action plans to resolve issues.

Excellent written and verbal communication skills.

Ability to communicate to internal customers, vendors, business and technical stakeholders.

Comfortable communicating with senior leadership.

Minimum 3 years of hands-on customer marketing program leadership experience and 5 years of marketing experience, demonstrating increasing impact and responsibility required.

5 years of customer marketing program leadership preferred.

Agency, regulated industry and / or start-up experience preferred.

Experience in a test-and-learn approach and working with cross functional teams.

Job Demands : Must be able to review and analyze data reports and manuals; must be computer proficient.

Must be able to communicate effectively via telephone and in person.

Must be able to travel as position requires.

by Jobble