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San Diego, CA Full Time Posted by: BofI Federal Bank Posted: Sunday, 22 November 2020

This is a new role that will be responsible for providing strategic oversight of our customer engagement, cross-sell, and retention strategies.

The Role

Customer Segmentation

Build upon current customer segments and personas to ensure customer journeys are customized and optimized for each audience
Work with the enterprise data warehouse and Business Intelligence groups, develop new customer segments and personas as new audiences are acquired and on boarded


Work with multiple departments including content, UI/UX, web development, and marketing automation teams to maximize personalization opportunities across all customer touchpoints including the website, online banking platform, contact center, and mobile app
Leverage existing personalization tools to ensure that the right creatives, messages, and experiences are delivered to each customer segment
Develop reports and share results with leadership team

Customer Engagement

Develop strategies and oversee execution of initiatives to drive customer engagement which includes collaboration with the social media team to post appealing and relevant content designed to compel likes, shares, and positive comments
In collaboration with the social media team, develop quarterly or semi-annual social media contests designed to delight and reward customers
Create and execute strategies to encourage our customers to activate online banking and increase usage of online banking features and tools as well as the mobile app
Co-manage the company's personalization strategies that utilize the company's customer segments and personas to create personalized end-to-end experiences
In collaboration with the product team, develop and execute a gamification strategy to engage customers and build brand loyalty

Metrics and Reporting

Direct Marketing Analysts to develop customer experience performance dashboards to show performance related to key drivers of customer engagement and lifetime value

Are You A Fit?

5+ years' customer engagement and retention
Strong technical background and marketing automation, CDPs, DMPs
Management of a team
Customer research and analytics, process improvements
MS Office
Bachelors degree


Bachelors in in Marketing, Communications, Digital Media or a related field
Gamification/loyalty rewards
Banking or financial services

San Diego, CA, United States of America
Click apply
11/22/2020 3:53:02 PM

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