Marketing Lead- Customer Engagement & Retention

PNC Bank•Pittsburgh, PA

1d•Onsite

About The Position

At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company’s success. As a Marketing Lead within PNC's Marketing organization, you will be based in Pittsburgh, Cleveland, Philadelphia, Tysons Corner, VA, Chicago, or Houston. As the Retail Growth Marketing team at PNC, we are on a journey to build a best-in-class growth marketing function. Our vision is to operate a personalized, omni-channel, and real-time marketing engine across the customer lifecycle, enabling acquisition at low cost and driving growth in customer lifetime value. At PNC, growth does not stop when a customer opens an account. Some of our greatest opportunities come from helping customers stay engaged, adopting solutions that fit their needs, and deepening their banking relationships over time. This role will help shape how engagement and retention contribute to PNC’s broader growth strategy. We are seeking a curious, hands-on marketer who is energized by the opportunity to build programs that strengthen primacy, deepen relationships, and deliver measurable customer value. The ideal candidate combines strategic thinking with a willingness to roll up their sleeves, turning established goals into action, asking thoughtful questions, using customer insights and experimentation to develop solutions, and working through the details to bring them to market. Success in this role requires a builder mindset, a passion for understanding customer behavior, and the ability to translate insights into actions that drive meaningful results. The ideal candidate can expect to help shape and build a growing portfolio of high-impact retention initiatives while collaborating across a broad, matrixed organization with focus, creativity, and speed. You'll have the opportunity to help build new capabilities, test new ideas, and scale programs that strengthen customer engagement and retention over time.

Requirements

Brings 5+ years of experience in retention, lifecycle, CRM, relationship, or growth marketing, preferably within financial services or another regulated industry.
Has demonstrated experience creating and scaling new programs and campaigns to influence behavior and deliver measurable business results.
Combines strategic thinking with strong execution, using customer insights, analytical problem solving, and sound judgment to move from opportunity identification to market-ready solutions.
Demonstrates intellectual curiosity and a desire to learn, regularly asking questions, exploring customer behavior, and connecting information across multiple sources to uncover opportunities.
Embraces a test-and-learn mindset, using experimentation and measurement to continuously improve customer and business outcomes.
Leads effectively through influence, building alignment across a complex corporate environment and communicating confidently with cross-functional partners and senior leaders.
Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.
Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework.

Nice To Haves

Bilingual experience is a plus.

Responsibilities

Define, build, and scale engagement and retention strategies that advance PNC's overall growth agenda.
Develop and optimize lifecycle programs that leverage customer insights, experimentation, and performance measurement to uncover opportunities, influence customer behavior, and drive measurable business results.
Advance automation strategies that deliver next best actions to the right customer in the right channel, at the right moments in the customer lifecycle.
Create differentiated strategies for key segments by identifying growth opportunities across customer segments and partnering across product, analytics, finance, L&C, and marketing to bring ideas from concept to market.
Pull strategic offer levers within broader engagement and retention programs to entice and shift customer behaviors across digital solutions and payments.
Translate insights into action. Analyze customer behavior, performance trends, and business results to identify opportunities and develop recommendations that improve engagement, retention, and customer value.
Supports the development and leads the execution of integrated, multi-channel strategic marketing plans for one or more products/initiatives/channels.
Formulates plans that acquire, grow, and retain customers in support of the product life cycle and line of business goals and objectives.
Supports the development and prioritization of business and marketing objectives, development of value propositions and target segments leveraging competitive intelligence and insights to drive growth strategies.
Contributes to thought leadership and builds consensus among partners.
Adapts to and optimizes for a changing business environment.
Translates desired business outcomes into marketing strategy and executes marketing programs/initiatives that may include advertising, sales content and internal communications.
Coordinates and influences complex, multi-functional program teams.
Ensures data collected is synthesized and leveraged effectively to provide appropriate business intelligence.
Influences the budget while ensuring all operating activities are optimized and delivered within the established budget framework.
Implements and oversees activities including coordination with legal, compliance, finance, risk and other key partners.
Leads partnership with agencies, third parties and internal business partners to coordinate development and execution of programs/initiatives.
Acts as a point of contact with product and digital teams to coordinate strategy and development.
Makes decisions to ensure the business programs/initiatives and customer expectations are met.

Benefits

medical/prescription drug coverage (with a Health Savings Account feature)
dental and vision options
employee and spouse/child life insurance
short and long-term disability protection
401(k) with PNC match
pension and stock purchase plans
dependent care reimbursement account
back-up child/elder care
adoption, surrogacy, and doula reimbursement
educational assistance, including select programs fully paid
a robust wellness program with financial incentives
maternity and/or parental leave
up to 11 paid holidays each year
9 occasional absence days each year, unless otherwise required by law
between 15 to 25 vacation days each year, depending on career level; and years of service