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Sales & Service Support Mgr - Marketing Cloud Experience Owner

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The Huntington National BankSilver Spring, MD
  • Huntington's Omni/Digital organization is transforming the way we do business by creating digital first, people centric experiences.
  • Omni/Digital will provide a consistent experience for our customers, regardless of how they chose to do business with us (online banking, branch locations, ATMs, phone support).
  • The goal is to align our people, processes, products & services, and technology across our enterprise to deliver new modern capabilities in an Agile and Iterative way.
  • This team will lay the foundation for Customer Journeys and how we will deliver exceptional, streamlined experiences.
  • If you are an innovator at heart who enjoys data-driven decisions that take our customers' feedback and intertwines creativity to define solutions, we want to hear from you.
  • As an Experience Owner focusing on marketing journeys, you will work cross functionally across all consumer and business banking segments to craft the vision for how Huntington communicates with a customer in the specified journey.
  • You will apply your strategic, analytical, and problem-solving skills to improve that experience in a way that is consistent and delivers the best value to our customers and the company.
  • You will team with world-class professionals to develop and test strategies that ultimately impact the bottom line.
  • This will enable you to both serve our customers with excellence and make an extraordinary contribution to the company.
  • Strategy: Partner with colleagues across Huntington to develop customer journeys that run through the digital experience Utilize the Salesforce Marketing Cloud platform to build out the contact strategy Quantify the business value from different solution options Measure pilot performance against expectations, adjusting where necessary to optimize business impact
  • Analysis: Identify business challenges and opportunities for improvement using data analytics, as well as customer/colleague feedback and pain points Understand existing processes and systems in-depth for those experiences for which you are responsible
  • Execution: Work with agile teams to iterate and build; focus on prioritizing the business value from different pieces of the work to improve speed to market for those features that will drive the most value to the company Work with external vendors when appropriate Partner with implementation teams to roll out initiatives flawlessly for customers and colleagues Measure performance against expectations; revisit analysis and strategy in order to modify approach when a variance is recognized
  • Minimum of 7-10 years of experience in Digital, Product Management, or Salesforce position
  • Experience with campaign management
  • Marketing Cloud / Distributive Marketing experience
  • Experience writing features and stories in an agile organization
  • Proficient with Microsoft Office applications to include MS Excel, Access, and PowerPoint
  • Excellent written and oral communication skills; able to flex style based on the audience
  • Advanced problem-solving skills, grounded in data and feedback and driven toward process simplification
  • Able to maintain a customer-centric view of problems and solutions that appropriately balances the company's financial results with its commitment to the brand promise
  • Forward-thinking and able to extrapolate learnings and industry trends to build a roadmap for the future
  • Adept at influencing stakeholders through intellect, interpersonal and negotiation skills; can quickly form strong relationships through a shared vision and mutual trust
  • Experience in Retail Banking (sales or service), Digital solutions, agile development processes, and/or an understanding of related regulatory requirements is preferred
  • EEO/AA Employer/Minority/Female/Disability/Veteran/Sexual Orientation/Gender Identity
  • Tobacco-Free Hiring Practice: Visit Huntington's Career Web Site for more details.
  • Agency Statement: Huntington does not accept solicitation from Third Party Recruiters for any position
  • Sales Representatives of Services, Except Advertising, Insurance, Financial Services, and Travel

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