Senior Director Digital Customer Engagement Marketing

Newrez LLC•Fort Washington, PA

7d•Onsite

About The Position

Newrez is seeking a strategic marketing leader to serve as Senior Director Digital Customer Engagement Marketing. This role is responsible for defining and executing the E2E non-loan feature marketing roadmap, and E2E customer journey for tenured customers (those being the 3-6 month onboarding period). The ideal candidate will take a customer-first, data-driven approach to designing multi-stage, personalized customer journeys, through a measured test-and-learn mindset. This role requires deep cross-functional collaboration, expertise in digital marketing and marketing technology, lifecycle marketing, marketing measurement, and performance optimization.

Requirements

10+ years of progressive experience in lifecycle marketing, customer engagement, or related leadership roles, preferably within consumer financial services, fintech, or enterprise-level B2C/B2B environments.
Proven track record of leading high-performing teams and delivering measurable impact across digital channels.
Deep expertise in owned-channel strategy, lifecycle marketing, personalization, and experimentation.
Strong understanding marketing technology and marketing analytics.
Experience managing large-scale budgets, vendor relationships, and cross-functional initiatives.
Bachelor’s degree required; advanced degree (MBA or related field) preferred.
Exceptional strategic thinking and execution skills with the ability to translate complex business goals into actionable digital strategies.
Excitement around all things digital, AI, and innovation, with ability to balance worthwhile risks with long-term outcomes.
Comfort with failing fast, learn, and keep building.
Strong leadership and team-building capabilities, highly resilient, with a focus on collaboration and cross-functional alignment.
Expertise in customer journey orchestration and conversion rate optimization.
Advanced proficiency in experimentation frameworks and performance measurement.
Excellent verbal and written communication skills, with the ability to influence senior stakeholders and present to executive audiences.
Familiarity with compliance, privacy, and governance frameworks related to digital marketing and emerging technologies.
Working on-site at assigned office location.
Regular and punctual attendance adhering to schedule established by leadership.
Flexibility to work occasional adjusted work schedules, overtime, and evening and/or weekend hours to meet deadlines or as business needs demand.
Working in a cubicle hub, maintaining focus on phone calls in a noisy environment within earshot of multiple other conversations.
Sedentary work in a stationary position at a cubicle for prolonged periods of time.
Constant repetitive motions required for operating a computer, such as typing and managing phone calls.
Constantly communicating effectively verbally in English, including accurately exchanging information with others following identification of correct procedures.
All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Microsoft Authenticator.
Employment will be contingent on this requirement.

Nice To Haves

advanced degree (MBA or related field) preferred.

Responsibilities

Develop and lead feature marketing roadmap for non-loan products.
Act as product marketing lead for non-loan/engagement-driving features, tools, and services, including Home Hub, mobile app, Rezi AI Chat – and more in the pipeline.
Develop and own value prop, messaging guidelines, targeting and segmentation to drive awareness, engagement, and usage or relevant features to the right audience at the right time.
Develop and lead integrated, personalized messaging roadmap for reinforcement (supporting, secondary, omnibus) outside of core engagement marketing communications.
Establish engagement value, usage benchmarks, and a measurement framework to set meaningful goals and understand impact.
Continuously refine and optimize program through rigorous testing & experimentation.
Lead omni-channel customer engagement marketing efforts across the business
Lead omnichannel engagement marketing strategy across relevant audiences, with the goal of driving feature usage and brand love outside of and complementary to loan acquisition and retention efforts.
Create personalized journeys to drive key feature usage, NPS, customer satisfaction, and other prioritized goals.
Continuously refine and optimize program through rigorous testing & experimentation.
Define and lead CX digital strategy and roadmap for all owned digital marketing channels (owned display, mobile push, SMS).
Build a marketing roadmap balancing short-term experimentation, medium-term personalization, and long-term platform improvements.
Establish Customer KPIs and reporting cadence, build/enhance executive and tactical dashboards.
Continuously refine and optimize platform effectiveness through rigorous testing & experimentation.
Ability to effectively and accurately convey information to others.
Performs related duties as assigned by management.

Benefits

Medical, dental, and vision insurance
Health Savings Account with employer contribution
401(k) Retirement plan with employer match
Paid Maternity Leave/Parental Bonding Leave/Caregiver Leave
Adoption Assistance
Tuition & Certification reimbursement
Employee Mortgage Loan Program
The Newrez Employee Emergency and Disaster Fund is a program to support our team members experiencing hardships
1 company-paid Volunteer Time Off day (with over 40,000 volunteer hours contributed since our inception)
Matching Gifts Program - dollar-for-dollar up to $1,000
Access to grants, nonprofit resources, and volunteer opportunities
More than $6,000,000 donated since 2020
1 in 5 employees participates in at least one Employee Resource Group (ERG)