Senior Director, Digital Customer Engagement Marketing

Role Overview

• Develop and lead feature marketing roadmap for non-loan products.
• Act as product marketing lead for non-loan/engagement-driving features, tools, and services, including Home Hub, mobile app, Rezi AI Chat – and more in the pipeline.
• Develop and own value prop, messaging guidelines, targeting and segmentation to drive awareness, engagement, and usage or relevant features to the right audience at the right time.
• Develop and lead integrated, personalized messaging roadmap for reinforcement (supporting, secondary, omnibus) outside of core engagement marketing communications.
• Establish engagement value, usage benchmarks, and a measurement framework to set meaningful goals and understand impact.
• Continuously refine and optimize program through rigorous testing & experimentation.
• Lead omni-channel customer engagement marketing efforts across the business.
• Lead omnichannel engagement marketing strategy across relevant audiences, with the goal of driving feature usage and brand love outside of and complementary to loan acquisition and retention efforts.
• Create personalized journeys to drive key feature usage, NPS, customer satisfaction, and other prioritized goals.
• Owned-Channel Strategy & Operations.
• Define and lead CX digital strategy and roadmap for all owned digital marketing channels (owned display, mobile push, SMS).
• Build a marketing roadmap balancing short-term experimentation, medium-term personalization, and long-term platform improvements.
• Establish Customer KPIs and reporting cadence, build/enhance executive and tactical dashboards.
• Continuously refine and optimize platform effectiveness through rigorous testing & experimentation.
• Ability to effectively and accurately convey information to others.
• Performs related duties as assigned by management.

Requirements

• 10+ years of progressive experience in lifecycle marketing, customer engagement, or related leadership roles, preferably within consumer financial services, fintech, or enterprise-level B2C/B2B environments.
• Proven track record of leading high-performing teams and delivering measurable impact across digital channels.
• Deep expertise in owned-channel strategy, lifecycle marketing, personalization, and experimentation.
• Strong understanding marketing technology and marketing analytics.
• Experience managing large-scale budgets, vendor relationships, and cross-functional initiatives.
• Bachelor’s degree required; advanced degree (MBA or related field) preferred.

Benefits

• Medical, dental, and vision insurance
• Health Savings Account with employer contribution
• 401(k) Retirement plan with employer match
• Paid Maternity Leave/Parental Bonding Leave/Caregiver Leave
• Adoption Assistance
• Tuition & Certification reimbursement
• Employee Mortgage Loan Program
• The Newrez Employee Emergency and Disaster Fund is a program to support our team members experiencing hardships
• Newrez NOW: Through Newrez NOW, our Corporate Social Responsibility program, you’ll have opportunities to give back, lead, and make a difference.
• 1 company-paid Volunteer Time Off day (with over 40,000 volunteer hours contributed since our inception)
• Matching Gifts Program
• dollar-for-dollar up to $1,000
• Access to grants, nonprofit resources, and volunteer opportunities
• More than $6,000,000 donated since 2020
• 1 in 5 employees participates in at least one Employee Resource Group (ERG)