Senior Manager, Client Marketing and Referrals

At First Republic, we care about our people. Founded in 1985, we offer extraordinary client service in private banking, private business banking and private wealth management. We believe that personal connections are everything and our success is driven by the relationships we form with our colleagues and clients. You'll always feel empowered and valued here.

Incredible teams doing exceptional work, every day
Eagle Lending is responsible for student loan refinancing, professional loan programs, home equity lines of credit and small business loans. We provide high-touch service and customized products designed around our client's needs. From refinancing your student loan debt to buying your first home, our team is leading the way for innovation at First Republic.

The Eagle Lending Marketing team is responsible for acquiring the next generation of First Republic clients via strategic loan products to support business goals.

In this role, you will own the overall management and execution of the customer marketing program for Eagle Lending, with a particular emphasis on net-new acquisition via client referrals. You will have demonstrated leadership competencies, and work closely with internal and external business partners in service of enabling First Republic's clients to share their experiences and encourage others to experience the First Republic difference. You will work closely with marketing colleagues and other internal teams to deliver the next phase(s) of customer marketing for Eagle.

Additionally, you will have demonstrated experience with, and an understanding of digital marketing best practices to support a high touch business model. In this role you will work closely with the strategy and business operations team, the corporate marketing team and others and will serve as the voice of the client and next generation client expert on behalf of the Eagle Lending organization.

What you'll do as a Senior Manager, Client Marketing and Referrals:

Reporting to the Director of Marketing, Eagle Lending, the Customer Marketing Manager, Referrals is responsible for all aspects of the marketing that occurs post-loan booking in the first year of new-client acquisition. This role focuses on client surprise and delight and net-new client acquisition through the referral marketing. You are responsible for all customer marketing programming and campaigns, and own the metrics that demonstrate impact for clients and the business.

You will be responsible for the strategy and execution of customer marketing programs, including onboarding, client testimonials and referral campaigns. You will establish and maintain communication channels to educate customers on core product usage and expansionary use cases, referral offers while continuing to develop customer insights to continually optimize and refine customer marketing programming. You will play a role in customer retention, in partnership with corporate marketing.

To be successful in this role, you will need to invest in knowing our clients and our products. You must be a creative problem solver grounded in data-driven decision making and partner well with content creators and creatives communicating out how content and creative impacts clients and the business. With an NPS of 80 as the lead bank, First Republic Bank's clients are deeply appreciative of the service experience which translates to a massive opportunity for a client-centric marketer!

Responsibilities:

• Create integrated client marketing campaigns to drive referral program awareness and product education through client testimonials and other stories to generate referrals, as measured by leads and booked loans attributed to client referrals
• Ensure customer messaging and positioning aligns with brand and retention goals
• Identify and track key, measurable metrics (# of referrals, churn, etc.) for lifecycle programs
• Forge strong relationships with client advocates and build out testimonials and client quotes in partnership with corporate marketing
• Evolve Eagle Lending's client advocacy program to mobilize and transform clients into brand and product ambassadors
• Create and execute on client marketing calendars and programs, focusing on post-sale marketing activities to feed the acquisition funnel
• Share and socialize client marketing program wins with excitement and energy
• Optimize the client referral lead generation program, through experimentation, measurement and analysis
• Be the voice of the client within Eagle Lending Marketing and Eagle Lending more broadly
• Develop the customer marketing playbook with operational processes and monthly, quarterly KPIs
• Provide marketing perspective and input on adjacent teams and systems along the customer journey, including customer insights, sales strategy / biz ops, and marketing automation
• Work cross-departmentally and cross-functionally with corporate marketing, product, sales, and enterprise data & client insights
• Other duties as assigned

You could be a great fit if you have:

• The drive to be helpful. Be collaborative. Be a leader.
• Hands-on Marketo experience required.
• Experience building a marketing program acquisition funnel and optimization strategy required.
• Minimum 5+ years of hands-on customer marketing program leadership experience and 10+ years of marketing experience, demonstrating increasing impact and responsibility required. 5+ years of customer marketing program leadership preferred.
• Superior problem solving, analytical and decision-making skills.
• Ability to interpret data and trends, diagnose problems and formulate effective action plans to resolve issues.
• Excellent written and verbal communication skills.
• Ability to communicate to internal customers, vendors, business and technical stakeholders.
• Comfortable communicating with senior leadership.
• Agency, regulated industry and / or start-up experience preferred.
• Experience in a test-and-learn approach and working with cross functional teams.
  

Job Demands:

• Must be able to review and analyze data reports and manuals; must be computer proficient.
• Must be able to communicate effectively via telephone and in person.
• Must be able to travel as position requires.
  

Own your work and your career - apply now
Are you willing to take initiative and make decisions? Are you willing to go the extra mile because you love what you do and how you can contribute as a team? Do you want the freedom to grow and the opportunity to take charge of your own career? If so, then come join us.

We want hard working team players. You'll have the independence to learn, lead and drive change. A culture of extraordinary service, empowerment and stability-that's the First Republic way. Come join us!

This job description is not intended to be all-inclusive. Employee may perform other related duties as assigned to meet the ongoing needs of the organization. The Company is an equal opportunity employer. In this regard, the Company makes reasonable accommodations for qualified applicants and employees with disabilities in order to enable them to perform all essential job functions, unless doing so creates an undue hardship.

First Republic is subject to federal laws that restrict the employment of individuals with certain types of criminal histories, including FDIA Section 19 and FINRA. To the extent not inconsistent with our obligations under those federal laws and regulations, First Republic will consider qualified candidates with criminal histories in a manner consistent with the Los Angeles and San Francisco ban-the-box laws.