Marketing Manager -Customer Engagement & Retention

Customer Engagement And Retention Marketing Senior Manager

M&T Bank's Growth Marketing team is seeking a highly motivated and experienced senior manager to lead the Customer Engagement & Retention Marketing team. This role is responsible for leading strategies that deepen customer relationships, increase product adoption, and drive long-term loyalty. This position combines strategic leadership with hands-on execution, overseeing lifecycle marketing initiatives such as onboarding, engagement, lead management, cross-sell, and retention programs. The ideal candidate is data driven and customer centric, with a deep understanding of customer life cycle marketing, data driven personalization and omni channel marketing. The role requires collaboration across product, marketing, and channel teams.

Primary Responsibilities :

Strategic Leadership : Define and lead enterprise-wide engagement and retention strategies aligned with business objectives and customer needs.

Team Development : Coach and develop team members; oversee prioritization of work and delivery of outcomes; build capabilities to meet evolving marketing needs.

Lifecycle Marketing : Design and implement programs for onboarding, activation, cross-sell, and retention across digital and offline channels.

Personalization & Segmentation : Use customer data and behavioral insights to create targeted campaigns that drive engagement and product adoption.

Campaign Execution : Oversee end-to-end execution of multi-channel campaigns (email, web, direct mail, digital media) ensuring timely delivery and compliance.

Performance Optimization : Establish KPIs, monitor results, and apply insights to continuously improve programs.

Cross-Functional Collaboration : Partner with Marketing, Product, Analytics, Digital, and Sales teams to align engagement strategies with enterprise goals.

Resource Management : Understand team capacity and throughput; collaborate with leadership on resource allocation.

Compliance & Risk Management : Ensure all campaigns adhere to regulatory standards and internal risk policies.

Thought Leadership : Stay current on industry best practices and emerging trends in customer engagement and loyalty marketing.

Quality Control : Provide oversight for customer-facing communications to ensure consistency, accuracy, and brand alignment.

Managerial / Supervisory Responsibilities : Leads a team of individual contributors.

Education and Experience Required :

Bachelor's Degree 7 years of marketing experience (Or in lieu of a degree, a combination of 11 years of higher education and relevant experience) 2 years managerial experience Proven experience in customer engagement, retention, or lifecycle marketing. Demonstrated ability to develop talent and manage team performance. Strong analytical skills and experience with data-driven decision-making. Ability to resolve escalated issues and complex problems independently. Senior-level technical expertise and independent judgment in area of responsibility.

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $107,500.00 - $179,100.00 Annual (USD). The successful candidate's particular combination of knowledge, skills, and experience will inform their specific compensation.

Location : Buffalo, New York, United States of America

M&T Bank Corporation is an Equal Opportunity / Affirmative Action Employer, including disabilities and veterans.