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AWM, Customer Communication Strategy & Operations, Associate, Chicago

Goldman Sachs

Goldman Sachs

Customer Service, Operations
Chicago, IL, USA
Posted on Thursday, June 6, 2024

Job Description

WEALTH MANAGEMENT
Across Wealth Management, Goldman Sachs helps empower clients and customers around the world to reach their financial goals. Our advisor-led wealth management businesses provide financial planning, investment management, banking and comprehensive advice to a wide range of clients, including ultra-high net worth and high net worth individuals, as well as family offices, foundations and endowments, and corporations and their employees. Our direct-to-consumer business provides digital solutions that help customers save and invest. Across Wealth Management, our growth is driven by a relentless focus on our people, our clients and customers, and leading-edge technology, data and design.

MARCUS BY GOLDMAN SACHS
The firm’s direct-to-consumer business, Marcus by Goldman Sachs, combines the entrepreneurial spirit of a start-up with more than 150 years of experience. Today, we serve millions of customers across multiple products, leveraging innovative design, data, engineering and other core capabilities to provide customers with powerful tools and products that are grounded in value, transparency and simplicity.

RESPONSIBILITIES AND QUALIFICATIONS
The ideal candidate will primarily support the overall management and maintenance of Marcus email and direct mail deployment infrastructure. This means identifying enhancements to the platforms and troubleshooting and solving production issues. The candidate will also support the operations and deployment of new customer communications (direct mail and email) and monitor delivery and enhancement of existing communications in a timely and accurate manner. This means interpreting communication requirements, understanding the strategy, setting up workflows, testing for accuracy, and working with stakeholder teams to ensure there’s input and alignment. The candidate will also evaluate and work with external vendors imbedded in our processes to support communication deployment through completion and reconciliation. Lastly, this candidate will review existing deployment processes and SOPs and identify areas to improve speed to market or reduce operational risk, partnering closely with key stakeholders across the business.

The ideal candidate is resourceful, detail-oriented, intrinsically motivated, and is able to work effectively as part of a team in a fast-paced and dynamic environment, including with Creative Services, Marketing, Product Management, Legal, Compliances, and Contact Center teams. The candidate is inherently a critical thinker and problem solver, possessing the ability to look thoughtfully at communications as a whole and understand the impact decisions will have on the customer’s experience with our products.

Essential Responsibilities

  • Work with Head of Comms Strategy to create a communications infrastructure product roadmap and project manage all work in the team queue; maintain this roadmap and milestones on an ongoing basis.
  • Develop technical engineering requirements for our communications infrastructure in partnership with key stakeholders and technology teams.
  • Partner with customer retention and business counterparts to define campaign requirements for net new communications and existing enhancements.
  • Work with stakeholders (Product, Engineering, Delivery, Business Risk, Legal and Compliance) to apply project management best practices to ensure requirements are aligned with digital solutions.
  • Manage and oversee third party vendors for planning, building, and deploying of communication and account fulfillment activities.
  • Test, monitor, and report on customer communications for both direct mail and email programs to meet business goals and compliance requirements.
  • Build and maintain relationships across various functional teams to enable ongoing collaboration (Creative Services, Data Engineering, Technology, 3rd Party Vendors, Legal, Compliance, Contact Center, etc.).
  • Develop clear KPI reporting to ensure growth and operational targets are met; proactively identify emerging trends or risks.
  • Work closely with technology and product partners to troubleshoot and enhance our communications.

Basic Requirements:

  • 3+ years experience working in a communications operations role (marketing or transactional); experience with managing enterprise level communications platforms a strong plus (e.g. Adobe Campaign, SFMC, Braze, etc)
  • 2+ years experience working in Financial Services, Consumer / Retail Banking experience a plus
  • Experience collaborating cross-functionally to support business goals and requirements
  • Strong quantitative and data analytical skills to monitor and identify trends or risks
  • Experience with 3rd party vendor analysis, performance, monitoring, and alerting
  • Aptitude to manage multiple tasks by demonstrating project planning, project management, organization, and time management skills and strong attention to detail
  • Proficiency in JIRA, SharePoint, Excel (Macros, Pivot table, V-lookups, PowerPoint, basic HTML required)
  • Proven record of building and adhering to processes to ensure efficiency
  • Excellent written and verbal communication skills
  • Bachelor’s degree or relevant years of experience

Desired Characteristics:

  • Strong project management background with the ability to determine and communicate prioritization
  • Self-starter with a strong sense of urgency and ability to perform under tight timelines
  • Strong critical thinking skills, organization, and communication to all levels
  • Strong implementation/execution experience
  • Strong attention to detail
  • Ability to effectively manage complex and/or multiple projects to completion on time autonomously