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Senior Manager, Marketing Change Communications

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Job Details
Job Order Number
691459
Company Name
Capital One Services II, LLC
Physical Address
300 Delaware Ave Ste 900
Wilmington, DE 19801
Job Description

Job ID: R87384

802 Delaware Avenue (18052), United States of America, Wilmington, Delaware

At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.

Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.

Senior Manager, Marketing Change Communications

Summary:

This position is an exciting opportunity within the Retail & Direct Bank. This role, within the Performance Marketing team within MAD (Marketing, Analytics, Design) MX, will manage a cross-functional team working in an agile environment to develop communication strategies and execution plans to notify customers of major changes to their consumer banking deposit products while minimizing deposit attrition and deepening engagement. This includes initiating market research to understand customer preferences; building out messaging across multiple channels to deliver on our objectives; developing post-campaign analysis to key stakeholders; providing coaching to all direct and extended team participants.

Responsibilities:

  • Lead day-to-day activities for a cross functional team consisting of Marketing Strategists, Project Managers, and Analysts.
  • Ensure team embraces agile principles and practices, with an emphasis on continuing to reinvent the way we work to improve efficiency and quality
  • Partner with Product leaders across the consumer bank to plan, develop, and deliver needed change communications and tactics that align with our company Mission and Values
  • Use strong communication skills to guide Brand partners & execution teams to deliver a messaging hierarchy that delivers on our customer communications strategy
  • Leverage customer analysis and research to gain a deep understanding of customer experience to develop and communicate highly complex and regulated changes to customers. Examples of recent and ongoing projects include:

Consolidations of branches across the network

Product conversion impacting 3MM Retail Bank customers (Account Migration)

Transaction migration test in branches (Project Untethered)

  • Manage prioritization of team’s backlog, performance metrics and large annual budget
  • Support enterprise and Bank crisis communications as needed

Basic Qualifications:

  • Bachelor’s Degree in Marketing or Business Administration
  • At least 3 years of prior management or supervisory experience managing a cross functional team
  • At least 5 years of marketing, change communications experience or project management experience

Preferred Qualifications:

  • Master’s Degree in Business Administration
  • Strong project management skills and ability to prioritize
  • Exceptional oral and written communication
  • Demonstrated ability to work independently in a fast-paced environment

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

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Capital One is an equal opportunity employer committed to diversity in the workplace. Capital One promotes a drug-free workplace.

All qualified applicants will receive consideration for employment without regard to gender, race, color, religion, national origin, sexual orientation, protected veteran status, or disability status.

Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; Newark, New Jersey Ordinance 12-1630; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.


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