Cardmember Marketing Process Manager # 12190

Location: Riverwoods, IL UNITED STATESFunctional Area: MarketingMin Pay Rate: $Max Pay Rate: $Pay Type: YearResource Type: Full TimeJob Description: Cardmember Marketing Process Manager : As Cardmember Marketing Process Manager (internally referred to as) Manager of the Plastics Experience team,you will be a key part of the Marketing Operations team. Your team is responsible for guiding and coordinating strategies across multiple customer channels to achieve business goals and deliver a brand-right customer experience. Your responsibilities will include: Managing the end-to-end processes for Reissued accounts, Compromised accounts, New Cardmember accounts and Product Enhancements accounts. You will be charged with optimizing and enhancing the plastics issuance process from a Cardmember perspective and optimizing and improving efficiency of the plastics process while ensuring a Brand Right Customer experience. You will also partner with Customer Insights, CSE, Portfolio Mktg, Corporate Security and other teams to identify and improve key metrics related to these end-to-end processes and Key Moments of Truth with our Cardmembers. You will join a fast paced, innovative team reporting directly to the Director of Customer Contact Strategy and Optimization, and manage a team of two to three people. You must have exceptional leadership and project management skills, excellent oral and written communication skills, and a results,-focus to promote change management throughout the organization. This includes being able to balance meeting key business goals with doing the right thing for the customer. Analytic, fact-based problem-solving and innovative thinking are essential. You must take ownership of initiatives and proactively seek out opportunities to improve business efficiencies and Customer experience. Responsibilities:Manage the execution of end-to-end processes Coordinate efforts for Product Enhancements process and all related follow-ups including the execution of Network relationship/enhancements, Phase II BPS and subsequent CM conversions. Coordinate efforts of the end-to-end Reissue, Compromised and New Accounts process. Work closely with Portfolio Mktg, Corporate Security, Analytics, Risk and others to streamline processes and identify opportunities to improve the Customer Experience. Business owner of plastics issuance business rules including 5 year Reissue strategy plan, number of devices issued, etc. Identify cost saving opportunities and efficiencies related to Plastics issuance by working closely with Marketing business partners and Processing Services. Serve as general business owner of other key crossfunctional processes, including Lost-Stolen, Point-of-Sale. Authorizations and Payments. Optimize and enhance plastics issuance experience from CM perspective Liaison with Customer Insights, CSE (CSB & Mktg. Services) and RCT teams to eliminate and avoid Customer irritants - implement solutions to improve debit activity.SKILLSRequired: Required Experience: Exceptional leadership and project management skills Proven ability with proactive problem-solving and developing action plans Excellent oral and written communication skills Proven track record of managing teams and leading them to achieve business results The ability to gain buy-in and promote change throught the organization Solid understanding of marketing priciples, programs, and communications across multiple channels including direct mail, telemarketing, IVR's and the Internet Experience in leveraging technology to deliver business soulutions Financial analysis skills including planning and forecasting Minimum of 5 - 8 years relevant experience preferred Bachelor's degree PC competency required (Word, Excel, etc.)Desired: Master's Degree preferred Click here to apply: