Director of Customer Loyalty and Brand Management

The Customer Loyalty and Brand Management Director will report to the Vice President. The Director will build and lead a team of brand management and customer loyalty professionals.



POSITION RESPONSIBILITIES

The Director will be responsible for working with the VP in leading an effective business strategy and managing the implementation of the strategy by providing clear and compelling communication and tactical direction to the business unit, ensuring alignment with corporate business strategy, brand efforts, and corporate culture initiatives. In particular:




Develop an enterprise framework for assessing Customer Loyalty within the company.

Implement and support a process for generating and evaluating loyalty metrics.

Maintain alignment with corporate Lean Six Sigma and Corporate Brand Analysis efforts and leverage connection points to obtain efficiency.

Work with Corporate Communications to execute rollout of re-emerged brand to lender partners.

Develop and execute a National Customer Forum ? a relationship forum and customer panel targeting senior management executives designed to strengthen relationships, build institutional loyalty and collect customer feedback.

Drive and deliver the vision of customer loyalty internally and externally, gaining support from Sr. Management and business stakeholders.

Identify opportunities to incorporate enterprise technologies ? CRM (Siebel), SharePoint ? to successfully manage loyalty efforts.

Provide vision and direction for on-going research support that leverages optimized delivery of customer loyalty and brand management.

Collaborate with the cross-functional marketing team to ensure timely execution on:

Development and execution of touch-point stakeholder management

Leveraging of existing Customer Advisory Groups into a multi-tiered National Customer Forum

Delivery of best-in-class management and workflow processes

Provision of innovative and efficient business assessment tools

Identify opportunities to provide support to the overall corporate goals and objectives.

Partner with other business units to keep abreast of changes that have impacts on customer loyalty and brand management. Influence these situations to ensure that goals and efforts are aligned.

Provide ongoing coaching to employees on performance by providing timely and specific feedback during regular one-on-one meetings.

Responsible for developing an annual development/training plan for each direct report, and for completing annual goals, mid-year straight talk discussions, and annual performance reviews by the established timeframes.

Leading Fortune 500 financial institution.

PROFESSIONAL QUALIFICATIONS

A bachelor?s degree in Business, Marketing, Real Estate, or a related field. An MBA is strongly preferred.

A minimum of seven to ten years of experience.

Demonstrable experience in both building and developing customer relationships within the mortgage finance industry at the highest levels.

Excellent consultative and partnering skills required.

Real estate/finance experience is required, including exposure to housing financing products and services. An understanding of the mortgage finance industry, real estate securitization and capital markets is also required.

Demonstrated leadership with evidence of increasing management responsibility throughout career history of marketing sophisticated financial products and services.

Demonstrated marketing, pricing, and cost analysis skills.

Knowledge of the products and programs desired, but not essential.

Excellent interpersonal and presentation skills and the ability to effectively communicate with all levels of management, staff, customers, and industry.