Client Communications Manager

Officer:                AVP

Division:             Marketing & Communications

Department:       Marketing

Reports to:         Director of Corporate Marketing

Status:                Exempt

Grade:                10

Salary Range:    $55,588 - $102,474

Actual compensation within the pay range will be determined based on factors including, but not limited to, skills, prior relevant experience, and specific work location.

Location:            Pittsfield, MA or Boston, MA

 

 

Purpose/Objective:

 

The Client Communications Manager is responsible for managing client-facing marketing and operational communications that strengthen client engagement, promote the bank’s products and services, deliver important operational information and support a best-in-class client experience. This role partners with Communications, Product Management, Operations, Digital, Compliance and business teams to create timely, relevant, and compliant marketing communications across multiple channels throughout the client lifecycle.

 

Key Accountabilities:

 

Client Communications Leadership

• Develop and execute integrated client communications that promote banking products, services, features, and benefits leveraging digital, print, in-branch and emerging channels.
• Serve as the primary point of contact for all client communications, providing strategic counsel on messaging, timing and distribution.
• Collaborate with business areas and compliance to align with corporate priorities and regulatory requirements.

 

Digital Communications

• Create and manage client email marketing campaigns including promotional, educational, and service-related communications.
• Design, implement and optimize client journeys that improve onboarding, engagement, product adoption, retention, and cross-sell opportunities.
• Develop, write, and edit client website content that promotes products, services, and capabilities while ensuring content is clear, engaging, optimized for SEO and AI and aligned with brand standards.

 

Content Development

• Produce compelling, client focused, content that aligns with the bank’s brand voice and business objectives.
• Segment client audiences and personalize communications to improve relevance and campaign performance.
• Coordinate and distribute important operational updates, service notifications, policy changes, and other client communications across communications channels.
• Collaborate with Product Management, Digital, Compliance, and business stakeholders to ensure communications are accurate, timely, and compliant.

 

Performance Measurement

• Monitor campaign performance using key metrics such as open rates, click through rates, conversions, client engagement, satisfaction and make data-informed recommendations for continuous improvement.
• Maintain client communications calendar and coordinate multiple campaigns and priorities simultaneously.

 

Compliance & Risk Management

• Ensure all communications comply with banking laws, regulations, and internal policies to mitigate risk and uphold ethical standards.

 

Education:

 

• Bachelor’s degree in Marketing, Communications, Business, English or related field or equivalent work experience

 

Experience:

 

• 5-7 years’ experience in marketing, communications, email marketing, CRM marketing or client communications
• Knowledge of client journey mapping, marketing automation and customer relationship management (CRM) platforms
• Banking, financial services or regulated industry experience a plus