AWM, Marcus by Goldman Sachs, Customer Communications Operations, Analyst - Richardson

Job Description

Asset & Wealth Management Across Wealth Management, Goldman Sachs helps empower clients and customers around the world to reach their financial goals. Our advisor-led wealth management businesses provide financial planning, investment management, banking, and comprehensive advice to a wide range of clients, including ultra-high net worth and high net worth individuals, as well as family offices, foundations, and endowments, and corporations and their employees. Our direct-to-consumer business provides digital solutions that help customers save and invest. Across Wealth Management, our growth is driven by a relentless focus on our people, our clients and customers, and leading-edge technology, data, and design.

Marcus by Goldman Sachs The firm's direct-to-consumer business, Marcus by Goldman Sachs, combines the entrepreneurial spirit of a start-up with more than 150 years of experience. Today, we serve millions of customers across multiple products, leveraging innovative design, data, engineering, and other core capabilities to provide customers with powerful tools and products that are grounded in value, transparency, and simplicity.

Responsibilities and Qualifications The ideal candidate will support the execution of all Marketing, Servicing, and Regulatory communications for the Marcus Savings business. The candidate will be responsible for the operations and deployment of new customer communications (direct mail and email) and monitor delivery and enhancement of existing communications in a timely and accurate manner. This means interpreting communication requirements, setting up workflows and segmentation lists, HTML edits for emails, rigorous campaign testing for accuracy, and working with stakeholder teams to ensure there's input and alignment. The candidate will also work with external vendors embedded in our processes to support communication deployment. This role will require reviewing existing deployment processes and SOPs and identifying areas to improve speed to market or reduce operational risk, partnering closely with Business Controls teams.

The ideal candidate is resourceful, detail-oriented, intrinsically motivated, and is able to work effectively as part of a team in a fast-paced and dynamic environment, including with Creative Services, Marketing, Product Management, Legal, Compliances, and Contact Center teams. The candidate is inherently a critical thinker and problem solver, possessing the ability to look thoughtfully at communications and understand the impact decisions will have on the customer's experience with our products.

Essential Responsibilities:

• Work with Head of Comms Execution to create a communications execution calendar and project manage all work in the team queue; maintain this calendar on an ongoing basis.
• Partner with customer retention counterparts to define campaign requirements for net new communications.
• Work closely with technology and product partners to troubleshoot and enhance our communications.
• Build, test, and launch customer communications for both direct mail and email programs to meet business goals and compliance requirements.
• Build and maintain relationships across various functional teams to enable ongoing collaboration (Creative Services, Data Engineering, Marketing, Legal, Compliance, Contact Center, Business Controls, etc.).
• Develop clear KPI reporting to ensure growth and operational targets are met; identify emerging trends or risks.
• Manage third-party vendors for deployment of communication and account fulfillment activities.

Basic Requirements:

• Experience collaborating cross-functionally to support business goals and requirements.
• Strong quantitative and data analytical skills to monitor and identify trends or risks.
• Aptitude to manage multiple tasks by demonstrating project planning, project management, organization, and time management skills and strong attention to detail.
• 2+ years work experience (Financial Services, Consumer/Retail Banking experience a plus).
• 1+ years experience with communication automation tools and/or CRM systems (Braze, Marketo, Adobe Campaign, Pardot a plus).
• Proficiency in JIRA, SharePoint, Excel (Macros, Pivot table, V-lookups, PowerPoint, basic HTML required).
• Experience with data query language is a plus (e.g., Structured Query Language/SQL).
• Proven record of building and adhering to processes to ensure efficiency.
• Experience managing external vendors.
• Excellent written and verbal communication skills.
• Ability to interact with all personnel levels of the organization.
• Ability to adapt to new changes and new challenges.
• Ability to communicate requirements for consumption by Technology.
• Bachelor's degree required.

Desired Characteristics:

• Strong project management background with the ability to determine and communicate prioritization.
• Self-starter with a strong sense of urgency and ability to perform under tight timelines.
• Strong organization, communication, and critical thinking skills.
• Strong implementation/execution experience.
• Strong attention to detail and quick learner.
• Ability to effectively manage complex and/or multiple projects to completion on time autonomously.

About Goldman Sachs At Goldman Sachs, we commit our people, capital, and ideas to help our clients, shareholders, and the communities we serve to grow. Founded in 1869, we are a leading global investment banking, securities, and investment management firm. Headquartered in New York, we maintain offices around the world.

We believe who you are makes you better at what you do. We're committed to fostering and advancing diversity and inclusion in our own workplace and beyond by ensuring every individual within our firm has a number of opportunities to grow professionally and personally, from our training and development opportunities and firmwide networks to benefits, wellness, and personal finance offerings and mindfulness programs. Learn more about our culture, benefits, and people at GS.com/careers.

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