Promotions Marketing Senior Consulting: Operations & Servicing Lead

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Regular or Temporary:

Regular

Language Fluency:  English (Required)

Work Shift:

1st shift (United States of America)

Please review the following job description:

NOTE: This role will be working out of our Charlotte, NC HQ with an office-centric workstyle (4 days/week in office, 1 day/week remote).

Drive acquisition, activation, engagement and brand awareness through the successful end to end execution of promotional offers (incentive based product offers, sweepstakes, contests, etc.) Lead and/or coordinate work-streams across line of business marketing, marketing centers of excellence, product, channel management, risk and other areas to design, set up, operationalize, fulfill, service and analyze promotional offers. As a subject matter expert in promotions management, provide strategic leadership for a key area of the promotions capability such as day to day operations management and/or promotions servicing strategy and management. May act as team leader for other consultant or analyst teammates and/or liaison to a promotions support area such as Promotions Operations or Promotions Servicing.

ESSENTIAL DUTIES AND RESPONSIBILITIES
Following is a summary of the essential functions for this job.  Other duties may be performed, both major and minor, which are not mentioned below.  Specific activities may change from time to time.  
1.    Develop and direct the promotions servicing strategy, serving as the liaison to the Promotions Servicing Team in the Client Care Center and to operational execution teams throughout the organization. Lead design of all servicing processes (escalations/inquiries) for promotions and advise on resources, SLAs, etc. to ensure optimal client and teammate experience.
2.    Lead servicing and readiness efforts related to new promotions and/or promotion platform updates (in alignment with Channel, Product, and Marketing partners and in partnership with the Promotions Servicing Team). Design and Manage all Training Documentation for the Promotions Platform and Escalation Processes. Collaborate with Marketing/Channel partners for training/process improvements. 
3.    Manage the day to day operational processes including, including but not limited to: 
a.    Ensure team use of workflow tools, checklists, and timelines to ensure offers are launched error free and on time.  Identify and recommend improvement opportunities to increase efficiencies and minimize risk. 
b.    Manage promotional requests and provide recommendations to Promotions Manager on capacity and/or capability needs to facilitate new requests.  
c.    Manage key promotions platform application and service directly with third party vendor.  Oversee contract and SLA adherence and advise management on opportunities for enhancement opportunities.      
4.    Identify key measures to complement KPI tracking and/or provide insights on campaign performance, enhancement needs, risk analysis.  Create summary level reporting for socialization with internal clients, the head of Marketing Operations, and where required, the Marketing Leadership team (MX). Other critical measurement activities include:
a.    Drive identification of efficiency and effectiveness measures and manage and/or provide guidance on key risk mitigation initiatives.
b.    Lead sales error and complaint analysis and reporting and provide recommendations for promotion design enhancements and promotion tool functionality enhancements.   Track risks related to Teammate Execution and provide recommendations for channel training.  Ensure data is available for summary level reporting as necessary for risk related projects and /or KPI reporting.  
5.    Design and manage (or provide guidance to other members of the team for) more complex promotional offers as well as offers across multiple lines of business.  
6.    Contribute new and trending ideas to offer development and promotional capabilities by staying abreast of promotional offers/best practices within and outside the financial services industry.
7.    Minimize risk in promotion design by understanding and adhering to regulations related to promotional offers and proactively fostering collaboration with Legal, Compliance, and Tax (as applicable).   
8.    Contribute to overall team projects including but not limited to promotions platform enhancements, process design and improvement, and development of new promotional marketing capabilities. 

QUALIFICATIONS
Required Qualifications:
The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1.    Bachelor’s degree in Marketing, Communications, Business Administration or related field, or equivalent education and related training
2.    Five years of related experience or an equivalent combination of education and experience
3.    In-depth knowledge and expertise of principles, practices, theories, and/or methodologies associated with the Marketing discipline (e.g., Marketing P’s, Market research, analytics, digital)
4.    Experience managing or leading projects or project work streams and operates as a lead in a specialty capacity
5.    Knowledge of the industry's competitive landscape and the factors that differentiate Truist and its competitors in the market
6.    Ability to interpret and explain complex information to a range of audiences and build consensus among different stakeholders
7.    Ability to provide direction, coaching and mentor experienced teammates
8.    Fluent in Excel and PowerPoint, preparing presentations for senior level teammates

Preferred Qualifications:
1.    MBA degree
2.    Seven years of Loyalty Program or Incentive Based Promotion experience    
3.    Experience in directly managing others   
4.    General Understanding of Agile Practices

OTHER JOB REQUIREMENTS / WORKING CONDITIONS

Sitting
Constantly (More than 50% of the time)
Walking
Frequently (25% - 50% of the time)     
Lifting
Up to 25 lbs.
Visual / Audio / Speaking
Able to access and interpret client information received from the computer and able to hear and speak with individuals in person and on the phone.
Manual Dexterity / Keyboarding 
Able to work standard office equipment, including PC keyboard and mouse, copy/fax machines, and printers.
Availability
Able to work all hours scheduled, including overtime as directed by manager/supervisor and required by business need.
Travel
Up to 25%

General Description of Available Benefits for Eligible Employees of Truist Financial Corporation: All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position. Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays. For more details on Truist’s generous benefit plans, please visit our Benefits site. Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan. As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.

Truist is an Equal Opportunity Employer that does not discriminate on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status, or other classification protected by law. Truist is a Drug Free Workplace.

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