Digital Engagement Manager

The Digital Engagement team is responsible for driving Citi’s key digital metrics such as mobile banking adoptions, digital usage, digital onboarding processes, and service migrations. The role also contribute to growing portfolio usage via commercialization of the digital assets.

To suit this role, you are extremely result focus and passionate about growing digital metrics through the power of data analytics and Citi’s marketing platform. You are an innovative communicator who is able to inspire your stakeholders on the engagement campaign approach and define the right strategy to develop Citi’s customers to be digitally savvy. You have good knowledge about consumer reading pattern and sensitive about consumer behavior so you can produce the right communication to drive behavior change for service migration. You have strong knowledge and understanding on how to ride on the existing products or processes to drive digital growth. You have extensive experience in engaging and lobbying collaborating from wider stakeholders to support your plans. You enjoy working in a dynamic environment where you are fully empowered to do what you believe and implement quickly under minimum guidance and limited resources.

Roles and responsibilities
Work as a key driver to lead, coach, support the Singapore teams to deliver digital engagement campaign I,e, product launch, digital education, customers alerts, content change/update, customers communications etc.

Key deliverables
Execute engagement campaigns to meet the scorecards every month
Partner with wider stakeholders to implement changes.
Day-to-day execution of engagement activities to ensure KPIs are met.
Support keys stakeholders on specific assignments

Work closely with the Regional and local partners to define and execute the engagement activities that positions Citi Mobile App as an increasing driver of product revenue and business development.

Work with the Digital Engagement Heads, to get buy-in for the plan and ensure there is sufficient plan in place to meet and exceed targets.
Measure, track and review digital metrics and report back to the relevant stakeholders on timely and regular basis.

Work closely with control stakeholders such as Risk, Operations, Compliance, Legal, Governance, Data Security, and Fraud to review and obtain approval for planned initiatives.
Work with analytics teams or external agency to analyse define and translate customer insights into actionable campaign ideas.

Work with Marketing to deploy and execute campaign and aligned with Regional direction.
Partner cross-functionally with Product, Regional, Marketing, Customer Experience, Citiphone, Branch, and Decision Management teams to drive user acquisition and engagement KPIs.
Collaboratively with customer experience teams to support Net Promoter Scores and App Store Rating initiatives.
Identify tactical campaign to optimize opportunities and mitigate blockers.

**Qualifications**:
Minimum 8 years digital engagement with previous experience in digital/mobile adoptions, usage, customer journey, process/product roadmap, transformation/change, and service migration, preferably from banking and financial industry.
Relevant bachelor degree in the field of business information technology, humanities social sciences.
Good understanding of digital franchise or ecommerce marketing mode.
Track record of success in leading change management projects with excellent influencing skills to drive projects forward, gain buy-in and iterate on feedback
Demonstrated ability to develop strong cross-team partnerships through building business cases and aligning on core priorities
Ability to define analytic model, analyse complex data and utilise it to develop strategic or tactical initiatives
Ability to create relevant strategy and lead ideation process with stakeholders through to implementations.
Very strong in hands-on execution and ability to drive tight project management
Strong verbal, written communication and presentation skills
Accountable, proactive and thoughtful with high attention to detail and strategic problem solving
Effectively work internally and externally to address, manage and resolve escalations independently
Enjoy working in a dynamic, fast-paced environment with minimum guidance/supervision.

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
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- **Job Family Group**: Product Management and Development
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- **Job Family**: Digital Product Management
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- **Time Type**: Full time
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- Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or stat