Marketing Analytics Manager (Contract/Temp)

Job Summary

The Performance Marketing Manager evaluates acquisition-marketing programs designed to manage new member growth and convert prospects via campaigns across paid, owned, digital, and traditional channels. This role supports the Marketing team across Everyday Banking, Consumer Lending, Mortgage Lending, and Deposits production.

The Performance Marketing Manager manages and leverages a variety of internal and external analytical tools to (1) analyze and evaluate marketing campaigns and channels to help guide businesses, (2) provide thought leadership, administration, and dissemination of UFCU's Member Viewpoint Program, including Net Promoter Score (NPS) surveys and Voice of Member (VOM), and (3) create models and recommendations for marketing initiatives to support ongoing improvements in sales and profitability.

The Performance Marketing Manager reports to the Director of Marketing and leads the Marketing Analyst.

About UFCU

As Austin's largest locally-owned financial institution, University Federal Credit Union is a financial institution owned by, dedicated to, and always working for our Members. Our mission at UFCU is simple: to provide for the well-being of our Members. We are proud to focus on our purpose, possibilities and performance, with people at the center of all that we do. We deliver fair and honest products and outstanding service, and we work collaboratively within our organization as well as our community to help Members and employees achieve their personal and financial goals.

Consistently receiving awards as the Top Credit Union, Top Mortgage Company, Best Place for Working Parents, Healthiest Employer in Austin, and Gallup's Exceptional Workplace, UFCU is proud of its people-first culture. We value our employees as much as our Members. We offer an environment where people care about each other - like family. If you want to love what you do, make an impact in your community, and have the power to help people change their lives - then we're glad you're here.

Essential Functions

Team Leadership and Development

• Lead, inspire, motivate, mentor, and develop team members by providing guidance and training to reach and exceed goals while promoting UFCU's cultural values.
• Serve as a role model in transparent communication, two-way dialogue, and proactive communication to the team.
• Utilize a proactive, ethical, and consultative approach to build a successful and effective team to operate according to UFCU guiding principles, providing resources, and removing obstacles as needed.
• Create an environment that builds, encourages, and rewards teamwork, collaboration, and delivering business value.
• Provide team leadership based on servant leadership principles, caring for the whole person.
• Plan, monitor, and appraise job results with an emphasis on coaching and developing employees to achieve desired performance results.
• Help teams achieve their career goals. Ensure team members understand how to have an impact and are aware of that impact when they've made it.
• Embrace and promote a change-oriented and continuous process improvement culture.
• Help build a productive and fun team environment.
• Develop and evolve department culture that emphasizes quality, continuous improvement, and overall development.

Strategic Business Partnerships

• Serve as a business partner with a focus on high touch and high level of service.
• In collaboration with senior leadership, assist with development and/or execution of strategies and tactics to support departmental and organizational goals and objectives.
• Develop and maintain strategic partnerships with all levels of leadership, and partner with business leaders in meeting their strategic goals.
• Work with other teams/departments as appropriate) to support projects and initiatives.
• Serve on cross-functional project teams as needed, leveraging solid business acumen and employing proactive communication and planning.

Marketing Data Analysis and Management

• Define and communicate member attributes, psychographics, and behaviors to internal stakeholders to support strategic goals through the analysis of multiple data sources, including Marketing Customer Information File (MCIF) and Customer Relationship Management (CRM).
• Perform statistical, quantitative, and qualitative data analysis, and translate data into effective and executable intelligence reports.
• Mine, clean, and analyze data from company databases and external data sources to build prediction of marketing goals and report on campaign performance over time by each channel.
• Empower the organization to visualize and forecast trends for both long- and short-term marketing campaigns, projects, and member experience strategic initiatives.

Data Insights

• Represent the Voice of Member in initiatives, and influence projects that improve the experience across various service delivery channels.
• Provide enterprise consulting to improve the member experience.
• Develop meaningful analytic conclusions and recommend innovative solutions related to member feedback and the member experience.
• Develop ad-hoc inquiries to assist in reporting, categorization, and analysis of member feedback.

Marketing Campaign Management

• Produce measurement reports for campaign effectiveness
• Gather, analyze, and compare competitor data to present to management.
• Help set metrics, conduct analysis, and share learnings from marketing campaigns, programs, products and services, market potential, competitive intelligence, and industry standards.

Analytics Reporting

• Administer systemic tools resulting in metrics, to include Net Promoter Score (NPS) and MCIF Databases that help senior leaders drive business excellence.
• Provide demos and training for champions and Subject Matter Experts, including documentation as required for reporting, analysis, trending, and communication.
• Validate and support survey control information and oversee the pre- and post-implementation testing of tools, processes, reports, and alerts.
• Provide support for the tools, reports, and system supporting the MCIF and NPS programs to business units.

Vendor and Contract Management

• Manage vendor relationships with service partners.
• Oversee vendor and contract management of relevant third party contractors.
• Manage and collaborate with third-party vendors, ensuring scope, quality, service levels, and key terms meet or exceed requirements.

Budget/Expense Development and Management

• In collaboration with senior leadership and other managers, establish annual budget with identification of planned expenses for new or enhanced programs and services.
• Ensure effective control of results. Take action to guarantee achievement of technology services objectives that fall within designated budget.
• Actively pursue cost improvement opportunities to reduce capital costs, operational cost, and expenses.

Other

• Adhere to all company policies, procedures and business ethics codes.
• Complete required regulatory training as assigned.
• Maintain strict adherence and compliance to all laws, rules, regulations and internal controls specific to the role, including but not limited to Bank Secrecy Act, Anti-Money Laundering, USA Patriot Act, OFAC and Fair Lending regulations.

Knowledge/Skills/Abilities

Knowledge

• Strong knowledge of Marketing data analytics, tools, and methodologies.
• Strong computer skills including proficiency in database software, Power BI, and Microsoft Office Suite.
• Strong knowledge of data visualization tools, including Power BI, Tableau, and Domo.

Skills

• Strong people and relationship skills, with a service mentality.
• Strong written, verbal, interpersonal, active listening, collaborative, and communication skills, with the ability to explain information succinctly to a variety of audiences.
• Possess high-level of analytical acuity and intellectual curiosity.
• Strong organizational skills.

Abilities

• Demonstrated ability to provide high touch, quality service surrounding UFCU's values.
• Ability to think critically and multi-task in a fast-paced team environment.
• Ability to utilize project management tools and concepts.
• Ability to consistently and effectively make evaluative judgments.
• Attention to detail and accuracy.
• Demonstrated ability to be service-focused and portray positive energy and professionalism.
• Demonstrated ability to develop and maintain effective, collaborative relationships across all levels of the organization and with diverse groups.
• Facilitative and collaborative team member, with openness to ideas and feedback from others.

Competencies

• Adaptability
• Building Member Loyalty
• Building Partnerships
• Communication
• Emotional Intelligence
• Focus on Results
• Influence
• Leading the Organization (Decision Making and Systems Thinking)
• Leading Others (Building a Successful Team, Coaching & Developing Others, Leading Change, Servant Leadership)

Experience

Minimum Requirements

• Bachelor's degree, with a major in Marketing, Economics or Business. Four (4) years of relevant experience may be substituted for a degree.
• Minimum of five (5) years of experience in analytics, market intelligence, or statistical analysis.
• Minimum of three (3) years of experience utilizing analytical and data visualization tools, to include MCIF Database, CRM, Power BI, Tableau, and/or Domo.
• Minimum of three (3) years of direct or indirect team leadership and development experience.
• Experience in a role focused on capturing and transforming client feedback into actionable themes to drive cross-company solutions focused on client experience.
• Must be bondable.

Preferred Requirements

• Minimum of five (5) years of experience with SQL or equivalent data querying language/tools.
• Minimum of three (3) years of experience in survey analytics and Net Promoter Score principles.
• Experience facilitating training of subject matter content to key stakeholders.

Physical Demands

The physical demands described here are representative of those that must be met by an employee in order to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle or feel; reach with hands and arms; and talk or hear.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision and ability to adjust focus.
• Employee will make extensive use of the telephone and virtual communications platforms to communicate information, requiring accurate perception of speech and clear speaking abilities.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• This position is required to work frequently at UFCU Plaza in Austin, Texas.
• This position may involve periodic stressful conditions.
• May occasionally require an adjusted work schedule, overtime, and evening/weekend hours.
• Public contact position, requiring appropriate professional appearance.
• Frequent computer use at a workstation of up to two hours at a time.
• The noise level in the work environment is usually quiet.

#INDUFCU

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)