CWM - Marcus by Goldman Sachs - VP Direct Mail Search - Vice President - New York

Location(s) US-NY-New York
Job ID
Schedule Type
Full Time
Vice President
Consumer Banking
Consumer and Wealth Management
Business Unit
Loans Strategy & Analytics
Employment Type


Consumer and Wealth Management (CWM)

Across Consumer and Wealth Management (CWM), Goldman Sachs helps empower clients and customers around the world 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 consumer business provides digital solutions for consumers to better spend, borrow, invest, and save. Across CWM, our growth is driven by a relentless focus on our people, our clients and leading-edge technology, data and design.



The firm’s Consumer business, Marcus by Goldman Sachs, combines the entrepreneurial spirit of a startup with more than 150 years of experience. Today, we serve millions of customers across multiple products including lending, deposits, financial tools, and our partnership with Apple on Apple Card. We use innovative design, data, engineering and other core capabilities to provide customers with powerful tools and products that are grounded in value, transparency and simplicity. As we build a leading digital consumer bank and expand into new products and partnerships, we are looking for leaders and individual contributors to join our team.



Marcus Personal Loan Business is looking for a strategic leader who is passionate about building a customer centric product that will meet the future borrowing needs of our existing customers and expand our customer base. This will be a key area of growth and strategic focus for Marcus.


In your role as Head of Customer Retention of Marcus Personal Loan business, you will be responsible for developing customer retention strategy including cross sell of other Marcus products to drive customer satisfaction and business growth. You will manage the Retention team and work cross functionally with Product, Marketing Operation, Consumer Insights, Brand, Credit, Finance and Contact Center teams to deliver best in class customer experience and product offering. You will oversee the team’s execution of tactics and set roadmap. This role will be responsible for managing P&L of existing customer portfolio and report directly to Head of Personal Loan. The ideal candidate will be someone who is a customer focused and growth oriented leader that thrives on delivering business results.


Your Responsibilities

  • Lead the vision and development of customer retention and lifecycle strategy including cross sell of other Marcus Products (Savings, Checking, Insight etc.) to drive customer loyalty and business growth
  • Lead the team to define and execute end to end against retention & loyalty programs, including setting test plan and KPIs, launching campaign and tracking and measuring performance and customer satisfaction 
  • Work with Consumer Insights and Portfolio Analytics to define a robust customer segmentation, and translate customer insights into actionable items to drive customer engagement and adoption
  • Work with Product and Credit teams to optimize, enhance and innovate funnel experience and product offering (including pricing) 
  • Partner with Finance to define reporting & tracking of financials  
  • Define roadmap for additional retention marketing capabilities to be built and work with relevant parties e.g., Tech, Digital Product to execute
  • Partner with Contact Center and Marketing Operations to execute against strategy and deliver seamless customer experience at all touchpoints

Your Capability

  • 10+ years of experience in marketing, business operation and/or corporate strategy
  • Experience in Fintech and lending industry is strongly preferred
  • Customer centric, consumer needs based marketing approach
  • Experience in developing financial product partnering with product and/or credit team
  • Strong analytical and strategic skills; ability to manage to P&L objectives
  • Excellent communication and presentation skills   
  • Strong problem-solving skills.
  • Experience in managing and working with large cross functional teams with excellent relationship building skills. 
  • Ability to effectively manage complex and/or multiple initiatives to completion on time and on budget
  • Bachelor's Degree required



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.

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