Marketing Contact Strategy & Analytics Manager Sr

Marketing Contact Strategy & Analytics Manager Sr

Flagstar's Marketing Analytics & Activation Team leverages cutting-edge analytics, modern data platforms, and decision intelligence capabilities to drive smarter, more personalized marketing and sales actions across the full customer lifecycle. We are seeking a strategic and hands-on Decision Intelligence Manager to own and advance our next best action (NBA) capabilities focused on existing and former customer marketing for both consumer and small business segments. In this role, you will be responsible for building and managing the end-to-end processes that determine the optimal next marketing or sales action for each customer driving cross-sell, reacquisition, engagement deepening, and retention outcomes across all channels. You will own the target audience creation and data pipelines that activate these audiences in an always-on fashion across direct mail, email, targeted digital, and outbound calling channels. You will also partner cross-functionally to define KPIs, direct the development of performance reporting and dashboards, and ensure the technology ecosystem supporting decision intelligence is operating effectively.

Job Responsibilities:

Decision Intelligence & Next Best Action Strategy

• Own the strategy, design, and continuous improvement of next best action (NBA) and next best offer (NBO) frameworks for existing and former consumer and small business customers.
• Build and manage decisioning logic and prioritization models that balance customer needs with business objectives across all product lines including deposits, lending, wealth, treasury management, and merchant services.
• Identify and operationalize data-driven moments that matter leveraging behavioral signals, life events, transactional triggers, and engagement patterns to ensure the right message is communicated to the right customer at the right time through the right channel, capitalizing on the highest-value opportunities to drive meaningful engagement and action.
• Develop and maintain always-on audience segmentation strategies that identify the right customers for the right marketing or sales action at the right time.
• Leverage existing and former customer data environments to surface high-value opportunities for cross-sell, reacquisition, engagement deepening, and retention.

Audience Creation & Channel Activation

• Own the end-to-end process of building, managing, and delivering targeted customer audiences for activation across all marketing and sales channels including direct mail, email, targeted digital advertising, and outbound calling.
• Manage data pipelines and workflows required to extract, transform, and deliver audience files and segments to channel execution partners and platforms in a timely and accurate manner.
• Ensure audiences are refreshed and maintained on an always-on cadence to support continuous marketing and sales motions rather than solely episodic campaign activity.
• Partner with channel owners and marketing operations to ensure seamless audience ingestion, suppression logic, and contact frequency governance.

Technology & Data Pipeline Management

• Own and manage the technology stack and data infrastructure supporting decision intelligence and audience activation, including cloud data environments (preferably Snowflake), CRM platforms, and marketing activation tools.
• Build, maintain, and optimize scalable data pipelines that support audience creation, model scoring, and channel delivery.
• Partner with data engineering and technology teams to ensure data quality, pipeline reliability, and scalability of the decisioning and activation environment.
• Evaluate and recommend enhancements to the technology ecosystem to improve decisioning speed, accuracy, and channel reach.

Product & Segment Scope

• Apply decision intelligence capabilities across the full breadth of Flagstar's consumer and small business product portfolio including:
• Consumer Deposits: Checking, savings, money market, and time deposits.
• Consumer Lending: Mortgage, HELOC, credit card, and personal loans.
• Small Business: Deposit accounts, business loans, treasury management, and merchant services.
• Wealth Services: Financial consultant referrals and wealth product engagement.
• Ensure decisioning frameworks account for the unique needs, behaviors, and lifecycle stages of both consumer and small business customer segments.

KPIs, Measurement & Reporting

• Collaborate with marketing, analytics, and business line partners to define the KPIs and success metrics used to measure the effectiveness of decision intelligence and always-on marketing programs.
• Direct the creation of performance dashboards, reporting, and analytics that provide visibility into cross-sell rates, reacquisition rates, retention outcomes, engagement depth, and channel performance.
• Monitor program performance continuously and use insights to refine decisioning logic, audience strategies, and channel mix.
• Communicate results, insights, and recommendations clearly to senior marketing and business stakeholders.

Additional Accountabilities

• Performs special projects, and additional duties and responsibilities as required.
• Consistently adheres to regulatory and compliance policies and standards linked to the job as listed and completes required compliance trainings. Accountable to maintain compliance with applicable federal, state, and local laws and regulations.
• May be responsible for talent management functions including: employment, performance evaluations, staff development/training, disciplinary actions, succession planning and ensuring all staff comply with compliance requirements.

Job Requirements

Required Qualifications:

• Undergraduate Degree (4 years or equivalent) in Marketing, Statistics, Data Science, Computer Science, Business, or a related field.
• Minimum experience required: 8 + years of hands-on experience in marketing analytics, decision intelligence, customer data management, or related roles within financial services or a similarly complex consumer-facing industry.
• Demonstrated experience building and managing next best action, propensity modeling, or customer decisioning frameworks at scale.
• Experience with CRM platforms (e.g., Salesforce, Microsoft Dynamics, or equivalent) and understanding of how CRM data supports marketing and sales activation.
• Strong hands-on experience with SQL for data querying, audience construction, and pipeline development.
• Experience with cloud data platforms, preferably Snowflake.
• Proven ability to manage data pipelines and audience delivery workflows supporting multi-channel marketing activation.
• Experience working across multiple marketing channels including direct mail, email, targeted digital, and outbound calling.
• Solid understanding of consumer and/or small business banking products and customer lifecycle dynamics.
• Proven ability to lead cross-functional workstreams and manage projects independently.

Preferred Qualifications:

• Experience with Python or R for data manipulation, model scoring, or automation.
• Familiarity with marketing automation and campaign management platforms (e.g., Salesforce Marketing Cloud, Microsoft Customer Insights, or equivalent).
• Experience with BI and data visualization tools such as Power BI, Tableau, or similar.
• Knowledge of machine learning concepts and experience operationalizing propensity or recommendation models in a marketing context.
• Experience with identity resolution, customer data platforms (CDPs), or data clean room environments.
• Prior experience in a bank, credit union, or financial services marketing environment.

Job Competencies:

• Strong communication and presentation skills with the ability to translate complex analytical concepts for non-technical marketing and business stakeholders.
• Excellent stakeholder management skills with experience working across marketing, technology, data engineering, and business line teams.
• Advanced knowledge of data environments, data governance, and data quality best practices.
• Advanced technical and analytical skills with a strong bias toward actionable, outcome-driven analysis.
• Strong strategic planning skills with the ability to connect data capabilities to business growth objectives.
• Highly organized and detail-oriented with the ability to manage multiple priorities and deadlines simultaneously.
• Collaborative mindset with a strong sense of ownership and accountability for outcomes.
• Demonstrates a strong ability to build and maintain effective relationships with stakeholders by communicating clearly, engaging in proactive collaboration, and leveraging cross-functional insights. Aligns relationship building efforts with enterprise goals to accelerate performance and drive strategic results.
• Builds trusted client relationships, whether internal or external, by identifying needs and delivering tailored solutions to enhance the overall client experience.
• Fosters or supports a positive work culture and productive work environment, displaying importance of effective relationships with customers and stakeholders.
• Physical demands (ADA): No unusual physical exertion is involved.

Flagstar is an Equal Opportunity Employer

We are committed to providing clear and accurate compensation information in accordance with applicable laws. Actual starting base pay will be determined based on location,