1+ months

Servicing Email Channel Management

Jacksonville, FL 32202

Key Responsibilities: Lead the management of email servicing communications with responsibility for content and delivery across 2 lines of Business (US Cards and Retail Bank). These communications fulfill regulatory requirements and/or provide key information to customers relating to the status of their accounts. They also support new digital customer experiences resulting from new features developed by US Consumer Digital.

This role will oversee the day-to-day execution of email deployment. Specific responsibilities include assisting with Citis interaction with 3rd party vendors, particularly email deployment vendors, on every aspect of servicing communications delivery. Also requires leading a variety of internal technology teams in the email deployment process.

  • Day to day interaction with IT and Cheetah Digital (email deployment vendor), with regard to the build, execution and testing of email communications
  • Generate reporting of channel level metrics including internal SLAs, customer receipt confirmation, open rates, clicks rates, etc.
  • Responsible for control points across all critical failure points in the execution process, including monitoring of automated exception reports and identification of gaps in our suite of controls
  • Implements channel level governance of customer communications


  • 3+ years of business experience, particularly in project management
  • Bachelors degree required
  • Thinks operationally and strategically; analyzes issues, uses sound judgement, generates new ideas, goes beyond the status quo
  • Strong communications skills: listening, presentation and influencing/negotiation skills
  • Excellent interpersonal and relationship building; requires collaboration and teamwork across organizational boundaries
  • Intellectual curiosity, logical thinking and the ability to solve problems creatively
  • Accountability, attention to detail, decisiveness and strong work ethic
  • Excellent campaign management skills; ability to handle multiple program execution simultaneously and independently
  • Time management skills and the ability to work efficiently under tight deadlines
  • An ability to discern creative best practices and an eye for visual media in general. Experience managing agencies or freelancers in the development of creative; experience with email creative a plus

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.


Grade :All Job Level - All Job FunctionsAll Job Level - All Job Functions - US


Time Type :


Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.

Citigroup Inc. and its subsidiaries ('Citi) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity CLICK HERE.

To view the 'EEO is the Law' poster CLICK HERE. To view the EEO is the Law Supplement CLICK HERE.
To view the EEO Policy Statement CLICK HERE.
To view the Pay Transparency Posting CLICK HERE.

Posted: 2019-12-06 Expires: 2020-02-05

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Servicing Email Channel Management

Jacksonville, FL 32202

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