Client Experience Marketing Specialist

Client Experience Marketing Specialist

Working at Citi is far more than just a job. A career with us means joining a team of more than 230,000 dedicated people from around the globe. At Citi, you'll have the opportunity to grow your career, give back to your community and make a real impact.

Job Overview

As the leading treasury, trade, and securities services bank offering the world's largest network, we manage the banking needs of global clients across 96 countries in 144 currencies. We enable payments of our clients worth $5 Trillion daily, and we provide Trade Services to 97% of the top 500 companies in Forbes Global 2000.

We are the #1 in Transaction Banking for Institutional clients and have some of the most innovative solutions in the industry. If you are interested in working for an industry leader who is shaping the future, we are interested in hearing from you.

We are underway on a department-wide shift from product selling to experiential selling. To support this effort, we are seeking a highly motivated and results-oriented Client Experience Marketing Specialist to join our team. This role requires a leader who will work across several functional teams, blending strategic thinking with hands-on execution. The ideal candidate will be a high-output bridge builder with an understanding of how to develop and lead persona-based campaigns and sales enablement strategies to drive a unified, Services-wide client experience narrative. This individual will be empowered to influence key stakeholders and make a significant impact both internally with our sellers and externally with our clients. Responsibilities:

• Lead, evolve, and champion the existing multi-year marketing plan for the Citi Client Experience, overseeing all aspects of messaging, content strategy, activation, and measurement.
• Strategize, design, and direct sophisticated, persona-based ABM-like campaigns for top 100+ clients, with the strategic goals of reducing email/call volume and increasing the utilization of existing CX tools.
• Oversee the creation of a scalable library of external modular sales presentations and serve as a subject matter expert in training sellers on how to best position the value of CX with existing clients and prospects.
• Drive collaboration and alignment across Global Products, PDS, Client Experience, Citi Service, Onboarding, Customer Success, Product Marketing, Field & Client Marketing, and Communications teams to centralize and deliver a ONE Services-wide CX narrative.
• Partner with senior leaders in PDS & Global Products to help define and articulate the multi-year "target state" client model, including securing co-creation and reference architecture clients.
• Direct and manage competitive benchmarking against industry and non-industry competitors, delivering strategic insights and actionable recommendations to leadership.
• Establish, track, and report on Key Performance Indicators (KPIs) to senior management, demonstrating the business impact and ROI of marketing initiatives.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Qualifications

• 10+ years of progressive experience in marketing, with a strong focus on B2B marketing, product marketing, or client experience marketing in the financial services industry.
• Extensive, proven track record of leading the successful development and execution of large-scale marketing campaigns; deep experience with Account-Based Marketing (ABM) is essential.
• Demonstrated ability to lead and influence cross-functional teams and senior stakeholders in a fast-paced, matrixed environment to drive consensus and deliver results.
• Expertise in creating compelling sales presentations and enablement materials that resonate with sophisticated client and sales audiences.
• Exceptional written and verbal communication skills, with experience presenting complex strategies and results to senior leadership.
• Superior analytical skills with proven experience in competitive benchmarking and market analysis, and the ability to translate data into actionable business strategy.
• Proficiency with CRM software and digital marketing tools.

Education

• Bachelor's/University degree, Master's degree preferred