Online Chat Marketing Manager

Citizens Financial Group, Inc. is one of the oldest and largest financial services firms in the United States. Headquartered in Providence, Rhode Island, where its roots date back to 1828, Citizens offers retail and commercial banking products and services to individuals, small businesses, middle-market companies, large corporations and institutions.

The Online Chat Manager is responsible for developing a differentiated, world class, online customer engagement experience within key product groups at Citizens. The individual will execute against an aggressive sales plan as well as drive strategy in a highly regulated, political, and visible channel. The Online Chat Manager will manage the strategic evolution of our online chat program as well as identify and drive the use of other emerging online customer engagement tools. The ideal candidate for this position will partner closely with TouchCommerce, our chat vendor, keep pace with digital engagement tools and practices, possess strong online sales and service acumen, and have strong analytical, optimization and project management skills.

* Manage vendor relationship with TouchCommerce * Build upon chat roadmap and socialize 12-18 month strategy * Develop, refine and execute online chat and customer engagement recommendations with TouchCommerce and internal partners * Manage the monthly online chat transcript and metrics analysis * Partner with TouchCommerce to optimize the overall chat program * Define and build an online chat service program, including the development of chat scripts, training coordination, and ongoing coordination with sales chat program * Perform and analyze tests of customer engagement functionality * Manage chat scripting maintenance and compliance, including providing updates to scripting for new products and services * Socialize chat program insights and results, including facilitating chat transcript reviews, sharing quarterly program results and recommendations, and sharing insights from transcripts and post-chat surveys * Work with the larger business intelligence team to build out cross channel data integration

* In-depth understanding of online sales and marketing tactics, online chat, customer engagement and online customer service tactics * Ability to manage multiple workstreams , build cross-functional relationships, and manage risk in a highly regulated industry * In-depth knowledge of optimization required for sustainability as changes month-to-month are frequent * Experience in customer experience design, web analytics, and A/B split and multivariate testing Strong leadership and communication skills * Vendor management and program management skills * Preferably a strong understanding of banking products, revenue models and regulatory requirements * Working knowledge of Word, Excel, PowerPoint, Access, WebTrends, and other business Intelligence databases and experience with e-marketing optimization tactics * Bachelors degree required; BA in eCommerce or Web Marketing preferred; MBA preferred * Some travel required (25%)