Marketing Lead- Customer Engagement & Retention

PNC; Chicago (IL); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Comprehensive benefits

Total Rewards program

Job summary

PNC is seeking a Marketing Lead to shape retention and growth initiatives across the customer lifecycle. This role focuses on building scalable engagement programs, leveraging insights, and coordinating with product, analytics, and marketing teams to deliver measurable results.

The ideal candidate will have a strategic yet hands-on approach, translating opportunities into market-ready programs, and working across a matrixed organization with speed and precision.

Qualifications

• Requires university degree with 5+ years of relevant experience.
• Experience in retention, lifecycle, CRM, or growth marketing.
• Ability to influence through cross-functional collaboration and data-driven decisions.

Responsibilities

• Define, build, and scale engagement and retention strategies to advance growth.
• Develop lifecycle programs leveraging customer insights, experimentation, and measurement to drive business results.
• Translate insights into action and collaborate with product, analytics, and marketing teams.

Skills

Retention Marketing

Lifecycle Marketing

CRM

Growth Marketing

Cross-functional Collaboration

Education

Bachelor's degree

Job description

Position Overview

At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company’s success. As a Marketing Lead within PNC's Marketing organization, you will be based in Pittsburgh, Cleveland, Philadelphia, Tysons Corner, VA, Chicago, or Houston. As the Retail Growth Marketing team at PNC, we are on a journey to build a best‑class growth marketing function. Our vision is to operate a personalized, omni‑channel, and real‑time marketing engine across the customer lifecycle, enabling acquisition at low cost and driving growth in customer lifetime value. At PNC, growth does not stop when a customer opens an account. Some of our greatest opportunities come from helping customers stay engaged, adopting solutions that fit their needs, and deepening their banking relationships over time. This role will help shape how engagement and retention contribute to PNC’s broader growth strategy. We are seeking a curious, hands‑on marketer who is energized by the opportunity to build programs that strengthen primacy, deepen relationships, and deliver measurable customer value. The ideal candidate combines strategic thinking with a willingness to roll up their sleeves, turning established goals into action, asking thoughtful questions, using customer insights and experimentation to develop solutions, and working through the details to bring them to market. Success in this role requires a builder mindset, a passion for understanding customer behavior, and the ability to translate insights into actions that drive meaningful results. The ideal candidate can expect to help shape and build a growing portfolio of high‑impact retention initiatives while collaborating across a broad, matrixed organization with focus, creativity, and speed. You’ll have the opportunity to help build new capabilities, test new ideas, and scale programs that strengthen customer engagement and retention over time.

Specific Job Requirements Include

• Define, build, and scale engagement and retention strategies that advance PNC's overall growth agenda.
• Develop and optimize lifecycle programs that leverage customer insights, experimentation, and performance measurement to uncover opportunities, influence customer behavior, and drive measurable business results.
• Advance automation strategies that deliver next best actions to the right customer in the right channel, at the right moments in the customer lifecycle.
• Create differentiated strategies for key segments by identifying growth opportunities across customer segments and partnering across product, analytics, finance, L&C, and marketing to bring ideas from concept to market.
• Pull strategic offer levers within broader engagement and retention programs to entice and shift customer behaviors across digital solutions and payments.
• Translate insights into action. Analyze customer behavior, performance trends, and business results to identify opportunities and develop recommendations that improve engagement, retention, and customer value.

Ideal Candidate

• Brings 5+ years of experience in retention, lifecycle, CRM, relationship, or growth marketing, preferably within financial services or another regulated industry.
• Has demonstrated experience creating and scaling new programs and campaigns to influence behavior and deliver measurable business results.
• Combines strategic thinking with strong execution, using customer insights, analytical problem solving, and sound judgment to move from opportunity identification to market‑ready solutions.
• Demonstrates intellectual curiosity and a desire to learn, regularly asking questions, exploring customer behavior, and connecting information across multiple sources to uncover opportunities.
• Embraces a test‑and‑learn mindset, using experimentation and measurement to continuously improve customer and business outcomes.
• Leads effectively through influence, building alignment across a complex corporate environment and communicating confidently with cross‑functional partners and senior leaders.
• Bilingual experience is a plus.

Why Join Us

As our business continues to evolve, so does our opportunity to create deeper, more meaningful customer relationships. This role offers the chance to shape the future of retention marketing, bring new ideas to life, and strengthen how engagement contributes to PNC’s broader growth strategy.

PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.

We encourage candidates to connect with their recruiter and hiring manager to understand workplace expectations and ensure the role aligns with their goals.

Job Description

Supports the development and leads the execution of integrated, multi‑channel strategic marketing plans for one or more products/initiatives/channels. Formulates plans that acquire, grow, and retain customers in support of the product life cycle and line of business goals and objectives. Supports the development and prioritization of business and marketing objectives, development of value propositions and target segments leveraging competitive intelligence and insights to drive growth strategies. Contributes to thought leadership and builds consensus among partners. Adapts to and optimizes for a changing business environment. Translates desired business outcomes into marketing strategy and executes marketing programs/initiatives that may include advertising, sales content and internal communications. Coordinates and influences complex, multi‑functional program teams. Ensures data collected is synthesized and leveraged effectively to provide appropriate business intelligence. Influences the budget while ensuring all operating activities are optimized and delivered within the established budget framework. Implements and oversees activities including coordination with legal, compliance, finance, risk and other key partners. Leads partnership with agencies, third parties and internal business partners to coordinate development and execution of programs/initiatives. Acts as a point of contact with product and digital teams to coordinate strategy and development. Makes decisions to ensure the business programs/initiatives and customer expectations are being met.

Qualifications

Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role. Listed below are skills, competencies, work experience, education, and required certifications/licencures needed to be successful in this position. Preferred Skills Advertising, Competitive Advantages, Content Marketing, Customer Solutions, Digital Marketing, Marketing Programs, Marketing Strategies, Negotiation, Results‑Oriented Competencies Business Acumen, Business Data Analysis, Collaborating, Decision Making and Critical Thinking, Effective Communications, Effectiveness Measurement, Marketing Function, Matrix Management, Problem Solving Work Experience Roles at this level typically require a university / college degree, with 5+ years of industry‑relevant experience. Specific certifications are often required. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered. Education Bachelors Certifications No Required Certification(s) Licenses No Required License(s) Language Assessments No Required or Preferred Language Assessments.

Application Window

Generally, this opening is expected to be posted for two business days from 09/17/2026, although it may be longer with business discretion.

Benefits

PNC offers a comprehensive range of benefits to help meet your needs now and in the future. Depending on your eligibility, options for full‑time employees include: medical/prescription drug coverage (with a Health Savings Account feature), dental and vision options; employee and spouse/child life insurance; short and long‑term disability protection; 401(k) with PNC match, pension and stock purchase plans; dependent care reimbursement account; back‑up child/elder care; adoption, surrogacy, and doula reimbursement; educational assistance, including select programs fully paid; a robust wellness program with financial incentives. In addition, PNC generally provides the following paid time off, depending on your eligibility: maternity and/or parental leave; up to 11 paid holidays each year; 9 occasional absence days each year, unless otherwise required by law; between 15 to 25 vacation days each year, depending on career level; and years of service. To learn more about these and other programs, including benefits for full time and part‑time employees, visit pncthrive.com.

Disability Accommodations Statement

If an accommodation is required to participate in the application process, please contact us via email at [e-mail]. Please include “accommodation request” in the subject line title and be sure to include your name, the job ID, and your preferred method of contact in the body of the email. Emails not related to accommodation requests will not receive responses. Applicants may also call 877-968-7762 and say “Workday” for accommodation assistance. All information provided will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. At PNC we foster an inclusive and accessible workplace. We provide reasonable accommodations to employment applicants and qualified individuals with a disability who need an accommodation to perform the essential functions of their positions.

Equal Employment Opportunity (EEO)

PNC provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law. This position is subject to the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA) and, for any registered role, the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act) and/or the Financial Industry Regulatory Authority (FINRA), which prohibit the hiring of individuals with certain criminal history.

California Residents

Refer to the California Consumer Privacy Act Privacy Notice to gain understanding of how PNC may use or disclose your personal information in our hiring practices.

Join PNC

Check out the top reasons to join PNC. PNC’s total rewards package includes things like time off, benefits, learning and career development, wellness programs, recognition and much more. The benefits and programs highlighted below are just a sampling of what PNC offers its employees. To learn more, visit our Total Rewards page.