Customer Engagement Specialist

IMPACT STATEMENT

The Customer Engagement impact centers on strengthening customer retention, acquisition, and overall brand affinity through well‑executed, compliant, and data‑driven marketing campaigns. This role directly supports the Bank’s strategic growth by ensuring campaigns are delivered accurately, optimized continuously, and aligned with customer needs and business priorities.

POSITION SUMMARY

The Customer Engagement Specialist supports the coordination, execution, and measurement of integrated marketing campaigns designed to enhance customer engagement and drive business results. Under the strategic direction of the VP, Director of Sales, Marketing, and Digital Banking, this position develops campaign resources, manages deployment across multiple channels, collaborates with internal stakeholders, and leverages performance analytics to refine and improve marketing outcomes. The role requires strong organizational skills, attention to detail, and the ability to manage multiple projects in a fast‑paced, compliance‑driven environment.

ESSENTIAL FUNCTIONS AND DUTIES

• Coordinate and schedule campaigns in alignment with the division’s business plan and Bank’s strategic priorities.
• Establish project plans for campaigns and oversee the development, execution, and data gathering to support accompanying KPIs
• Contribute to creative strategy and content development to support the alignment of resources on appropriate marketing channels to maximize impact with target audiences. 
• Ensure regulatory compliance of campaign resources prior to implementation
• Oversee the cataloging of project assets and recordkeeping in alignment with regulatory expectations
• Engage internal stakeholders to understand service offerings, customer engagement needs, and product education
• Increase share of wallet and customer retention through proactive engagement and enablement
• Assist in market research to aid marketing and customer engagement strategies
• Responsible for upholding customer service and experience standards and representing the bank to clients, prospects and community in a professional and courteous fashion. 
• Make recommendations to supervisor about possible methods to improve the department;
• Participate in community affairs to increase the bank’s visibility and to enhance new business opportunities;
• Assume additional responsibilities as required.

EDUCATION AND TRAINING

• Bachelor’s degree in marketing, communications, business, or a related field; or three or more years of marketing experience with emphasis on campaign management or integrated marketing.
• Technical proficiency in CRM platforms, CMS tools, project management systems, Canva, and Microsoft Office Suite.
• Industry familiarity — Experience in financial services, banking, or other regulated industries strongly preferred.
• Analytics training — Demonstrated ability to interpret marketing analytics, reporting dashboards, and multi‑channel performance metrics.
• Ongoing development — Commitment to continuous learning in marketing technology, compliance requirements, and customer engagement strategies.

REQUIRED SKILLS AND ABILITIES

• Campaign coordination — Ability to manage timelines, resources, and deliverables for multi‑channel marketing campaigns.
• Content and creative collaboration — Supports creative strategy and content development aligned with target audiences and brand standards.
• Regulatory awareness — Ensures campaign materials meet regulatory and internal compliance expectations.
• Analytical capability — Uses data to evaluate performance, identify trends, and optimize engagement outcomes.
• Technical proficiency — Skilled in CRM, CMS, project management tools, Canva, and Microsoft Office Suite.
• Organization & prioritization — Maintains accurate records, manages multiple projects, and meets deadlines consistently.
• Stakeholder engagement — Works effectively with internal teams to understand offerings, customer needs, and product education.
• Customer experience focus — Represents the Bank professionally and supports initiatives that increase retention and share of wallet.
• Professional judgment — Demonstrates discretion, sound decision‑making, and adherence to brand and compliance standards.

PHYSICAL REQUIREMENTS

• Prolonged sitting: Ability to remain seated for extended periods while performing computer‑based tasks.
• Manual dexterity: Ability to type and use office equipment such as printers and scanners.
• Visual acuity: Ability to read and interpret data on screens and paper documents.
• Hearing: Ability to hear and respond to phone calls, office sounds, and conversations.
• Physical tasks: Ability to occasionally lift items such as office supplies or documents up to 50 lbs.
• Mobility: Ability to move throughout the office to attend meetings, retrieve documents, or collaborate with colleagues.

TRAVEL REQUIREMENTS

• As needed..

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.