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Western Union Head of Consumer Engagement -Marketing in Denver, Colorado

Are you looking to build a career in the financial services sector? Are you ready to unleash your potential in a global business that is committed to moving money for better? Join Western Union as our Head of Consumer Engagement Marketing in our corporate HQ in Denver, Colorado

Motivated by our values: purpose driven, globally minded, and trustworthy & respectful

We’re a FinTech that’s using insight from customers and colleagues worldwide to improve financial services for families, small businesses, multinational corporations, and non-profit organizations. We’re a team of over 10,000 people spanning 200 countries and territories. We believe when money moves, better things happen.

Better requires process discipline and simplification

We will be looking to you to Serve as the business owner of omni-channel consumer engagement and loyalty programs. Lead the development of strategic initiatives to deliver against goals to increase customer retention, Customer Satisfaction, share of wallet, acquisition, and revenue. Additionally, ensure loyalty and engagement programs are consistent and well-integrated into the Customer Experience across platforms

Customer marketing & strategy

• Sets and owns vision, strategy, and roadmap for Consumer Engagement

• Executes all customer base marketing – across channels, tactics, and products, utilizing all communication vehicles (email, SMS, social, web, in-product, etc)

• Prioritizes with the business and product leaders the top engagement initiatives to ensure the right channel / market mix

• Sets annual plan and is accountable for delivery of results (loyalty, retention, revenue growth)

• Works with engineering and other supporting functions to deliver the roadmap

Technology orchestration & thought leadership

• Effectively leverages technology to deliver measurable and repeatable business results

• Responsible for driving Western Union’s tech transformation, implementing new Enterprise Messaging & Rewards platforms

• Uses Artificial Intelligence & Machine-Learning to increase effectiveness of customer targeting & message effectiveness

• Seeks out, tests, and executes using new technologies as they become available

Delivers results

• Revenue growth, loyalty and retention, profitability, NPS, customer engagement

For such a pivotal role, you will ideally have

• 10+ years of management experience for a multi-channel retailer or financial services company; alternatively, similar experience with a consultancy focused on data driven, consumer centric, growth strategy

• Demonstrated experience leading a substantial effectiveness or efficiency initiative for an engagement program

• History of successfully planning, organizing, managing, and implementing critical programs with end-to-end oversight

• Sophistication with KPIs & Metrics, including omni-channel value creation

• History of being at an expert level familiarity with loyalty program levers, techniques, and best practices

• Ability to integrate the engagement programs into the larger value proposition and the larger Wester Union Customer Experience

• Understands the company’s value delivery chain with the customer in mind and can build efficiency and effectiveness across the organization

Join us, and let’s move money for better

It’s an exciting time at Western Union. We’re growing as a business and we're shaping the financial services sector by driving quality, convenience and customer service to new levels of excellence. We’re unleashing our potential. If you’re ready to do the same, apply now. We’re a company on the move, and we want our people to grow and develop. You’ll have plenty of opportunities to learn new skills and build a career, as well as a great salary and benefits package. Inclusion and diversity are fundamental to our culture and success.

Western Union is proud to be an Equal Opportunity-Affirmative Action Employer. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, in accordance with applicable laws. We are committed to equal employment opportunity regardless of race, color, religion, sex (including pregnancy or related medical conditions), national origin, veteran status, sexual orientation, gender identity, age, disability, marital status, or any other protected category.

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