Director of Marketing Communications & Customer Engagement

Personetics-posted 23 days ago
Full-time • Manager
New York, NY
251-500 employees
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This is a highly visible, cross-functional role requiring exceptional storytelling, operational rigor, and deep understanding of how to translate complex technology into clear, compelling narratives for customers, partners, media, and the market. The ideal candidate thrives in a fast-paced, global SaaS environment and has experience leading teams across content strategy, thought leadership, PR/comms, and customer advocacy.

  • Build and scale a customer marketing program that drives retention, expansion, and advocacy—fuelling CSAT, case studies, and earned media.
  • Own the Executive Customer Council, personally sponsored by the CMO in partnership with the CEO, including a calendar of annual virtual and in person events, and associated content strategy.
  • Lead the content strategy and operations, developing integrated campaigns and thought leadership that support pipeline and category growth goals.
  • Own the communications strategy (corporate, product, and executive), working closely with the CMO and Chief Product Officer to elevate the Personetics Cognitive Banking story across global media, industry stages, and digital channels.
  • Manage and optimize relationships to global comms agencies for media plancement.
  • Develop a video strategy, overseeing creation of client stories, product launches, brand and culture videos to support awareness and engagement across channels and associated metrics.
  • Design and manage the social media strategy for key executives and to create a program to support employee amplification.
  • Create and manage customer marketing recognition programs including client awards program, recognition programs and advocacy program.
  • Partner with regional field marketing leads and product marketing to ensure global consistency and local relevance in messaging.
  • Support relationships with key media and industry organizations globally.
  • Define and track content and comms analytics, ensuring programs are data-driven, optimized for performance, and aligned to company KPIs.
  • Manage and mentor a growing team of content, comms, and customer marketing professionals.
  • 15+ years of progressive experience in marketing, including at least 5 years in a leadership role overseeing content, communications, and/or customer marketing within a B2B SaaS or fintech environment.
  • Proven success building and scaling integrated content and communications programs that drive brand awareness, category leadership, and revenue impact.
  • Exceptional storytelling ability—adept at translating complex technology and data-driven solutions into compelling, human narratives for executive, customer, and media audiences.
  • Deep understanding of enterprise buyer journeys and how content influences pipeline, retention, and advocacy across the customer lifecycle.
  • Experience managing corporate communications and PR, including executive visibility, media relations, crisis communications, and thought leadership.
  • Strong operational skills in content planning, analytics, and performance measurement, with a track record of driving measurable outcomes.
  • Expertise developing customer advocacy programs - case studies, testimonials, reference networks, and customer councils.
  • Skilled at partnering cross-functionally with product marketing, demand generation, and customer success to ensure alignment on strategy and messaging.
  • Outstanding written and verbal communication skills; comfortable acting as a brand ambassador and spokesperson when needed.
  • Bachelors Degree required.
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