Marketing Lead- Customer Engagement & Retention

PNC; Pittsburgh (Allegheny County); On-site; USD 120,000 - 160,000; Full time

Job summary

PNC is seeking a Marketing Lead to join the Retail Growth Marketing team in a role focused on engagement and retention. Based in and around Pittsburgh, with opportunities across multiple US cities, the role emphasizes a growth mindset, experimentation, and cross-functional collaboration to deepen customer relationships and drive measurable business value.

The ideal candidate combines strategic thinking with hands-on execution, building programs that strengthen primacy and scale across the

Qualifications

• Brings 5+ years of experience in retention, lifecycle, CRM, relationship, or growth marketing.
• Experience in financial services or a regulated industry preferred.
• Ability to translate customer insights into market-ready solutions.
• Strong execution skills and good judgment for decision making.
• Comfort with a test-and-learn mindset and data-driven decision making.

Responsibilities

• Define, build, and scale engagement and retention strategies to advance growth.
• Develop lifecycle programs using customer insights, experimentation, and performance measurement.
• Advance automation to deliver next best actions across channels at key moments.
• Create differentiated strategies for segments by collaborating with product, analytics, finance, and marketing.
• Translate insights into actionable recommendations to improve engagement, retention, and value.

Skills

Retention marketing

Lifecycle marketing

CRM

Customer insights

Experimentation

Measurement

Growth marketing

Cross-functional collaboration

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-in-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 is an in-office company that fosters a supportive culture where employees can thrive and achieve balance.