Head Of Customer Relationship Marketing, Group Manager

Position Overview

PNC's Marketing organization is on a thrilling journey to modernize our Tech stack, transform marketing capabilities, and deliver best in class customer experience. We are accelerating our role as a growth driver for the company, and we are doing it on the back of data-driven rigor, analytical thinking, and strategic problem solving. We are committed to driving strong results, while enjoying being part of a high performing team in an inclusive and collaborative culture. We are investing in a newly formed Customer Relationship Marketing team and are seeking an innovative thought leader with a strategic mindset to lead a team of marketing professionals responsible for driving deposit growth and retention which includes the onboarding journey for new client, supporting the portfolio and payments strategy and driving the marketing strategy for PNC's Loyalty and Rewards initiative. We are seeking a highly motivated and experienced CRM strategist who has extensive experience in developing and implementing enterprise-wide data-driven contact strategies to engage client segments or programs, driving conversion and improving overall marketing effectiveness. This person will lead a team of marketers while working across our matrix organization to lead high-impact marketing contact strategies, manage customer journeys, and optimize multi-channel campaigns. This role requires analyzing campaign performance, providing insights, and collaborating with various teams.

If you are passionate about breaking channel silos and moving to omni channel journey marketing to include increasing the number of journey and creating audience expertise. Consistently and increasingly using data to drive the way we optimize marketing investment and intent. Driving a continuous test & learn agenda across channel strategy, offers, audience selection, and creative strategy. Monitoring campaign performance and effectiveness. Managing a team of marketing professionals that will need to adapt their behavior by optimizing opportunities in flight which requires consuming data, competitive information, and real time signals and data insights. Prioritizing the growth levers and test and learn investments on the back of analytical rigor. Again, using performance metric and analysis to inform the recommended test and learn agenda. Assigning analytical rigor to decision making, specifically, audience segmentation and targeting, KPI definition, in-market test design, performance analytics and optimization. Supporting the Marketing team's cultural shift by helping transform the skill sets of team members into well rounded Marketing employees who can effectively develop and lead integrated multi-channel marketing strategies to drive growth… we want to hear from you.

As the leader of this team, you will serve as a strategic thought leader for the Retail Executive Leadership team including deposit product management, the loyalty and rewards program team, payments product leaders, as well as working closely with our Customer Management Team to drive an integrated contact strategy that drives primacy for our deposit clients and optimizes client lifetime value. This requires a strategic mindset as you will need to develop your Marketing recommendation grounded in data and client insights. In addition to the hard skills noted above, this leadership role requires the following softer skills: strategic problem solver, who brings data-based solutions to solve complex business challenges. Creative, innovative thinker who is comfortable implementing new ways of working. "Owner mentality," with desire to cut through clutter and deliver results in white space opportunities, proven track record of building a path where one has not been set before. Proven track record of influencing all levels of the organization to drive growth initiatives. Demonstrates strong written and oral communication skills. Has experience leading strategy in a large, matrixed organization. Brings multiple stakeholders together to activate around a common vision and builds consensus among partners. Champions change, is energized by a challenge, moves with intention to drive business outcomes.

Job Description

Optimize the consumer deposit engagement and experience strategy across all touchpoints including website, email, digital, care center and mail. Create and manage the PNC TotalRewards consumer strategy incorporating on-site and off-site optimizations leveraging technology to enhance consumer experiences/marketing programs. Act as the loyalty and CRM subject matter expert. Launch and drive a continuous test & learn agenda across channel strategy, offers, audience selection, and creative strategy – laddering up to the long-term vision for the program. Track and measure marketing program results and identify existing optimizations and new areas for improvement. Establish the overall direction in connection with the vision. Leads the delivery of strategy to grow and retain customers in support of the product life cycle, business goals and objectives. Leads team in creation of integrated marketing strategies and aligns KPIs and measurement plans to drive business results. Serves as SME and thought leader to deliver recommendations and uses influence to build consensus and drive prioritization with senior and executive partners. Ensures team proactively adapts to and optimizes for a changing business environment. Leads team to create strategies that deliver outcomes across multiple customer segments and/or business lines that align to the established vision. Directs and leads multi-functional teams and removes barriers, while establishing a relationship as a trusted advisor to business leaders to deliver desired outcomes. Manages teams' delivery of business, risk, financial, and process commitments. Establishes the budget and has the capability to apply, policies and practices for planning and administering a budget. Develops and ensures accountability framework is maintained and prioritizes high performing strategic relationships with both internal and external business partners to achieve results. Responsible for performance management, continuous coaching, and development of employees to ensure that they can achieve business results and adapt to evolving business strategies and financial industry changes.

PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be: 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.

PNC also has fundamental expectations of our people managers. As a manager of talent in PNC, you will be expected to: Include Intentionally - Cultivates diverse teams and inclusive workplaces to expand thinking. Live the Values - Role models our values with transparency and courage. Enable Change - Takes action to drive change and innovation that will transform our business. Achieve Results - Takes personal ownership to deliver results. Empowers and trusts others in decision making. Develop the Best - Raises the bar with every talent decision and guides the achievement of all employees and customers.

Qualifications

Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role. Listed below are skills, competencies, work experience, education, and required certifications/licensures needed to be successful in this position.

Preferred Skills

Advertising, Competitive Advantages, Content Marketing, Customer Solutions, Digital Marketing, Marketing Programs, Marketing Strategies, Negotiation, Results-Oriented

Competencies

Business Acumen, Business Data Analysis, Collaborating, Continuous Transformation, Decision Making and Critical Thinking, Effectiveness Measurement, Influencing, Innovation, Marketing Strategy and Positioning, Problem Solving

Work Experience

Roles at this level typically require a university / college degree. Higher level education such as a Masters degree, PhD, or certifications is desirable. Industry-relevant experience is typically 8+ years. At least 5 years of prior management experience is typically required. Proven leadership experience with a moderate to large scope of responsibility is required. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.

Education

Bachelors

Certifications

No Required Certification(s)

Licenses

No Required License(s)

Pay Transparency

Base Salary: $131,750.00 – $213,900.00 Salaries may vary based on geographic location, market data and on individual skills, experience, and education. This role is incentive eligible with the payment based upon company, business and/or individual performance.

Application Window

Generally, this opening is expected to be posted for two business days from 09/22/2025, although it may be longer with business discretion.

Benefits

PNC offers a comprehensive range of benefits to help meet your needs now and in the future. Depending on your eligibility, options for full-time employees include: 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. In addition, PNC generally provides the following paid time off, depending on your eligibility: maternity and/or parental leave; up to 11 paid holidays each year; 8 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.

To learn more about these and other programs, including benefits for full time and part-time employees, visit Your PNC Total Rewards.

Disability Accommodations Statement

If an accommodation is required to participate in the application process, please contact us via email at AccommodationRequest@pnc.com. Please include "accommodation request" in the subject