Advisory Committee Member Profile
Investors Community Bank
Senior V.P. of Marketing
Areas of Expertise
Customer Experience Strategy, Customer Journey, Customer First Culture
As SVP Marketing at Investors Community Bank and a member of the bank’s senior leadership team, I lead the strategic marketing and corporate communications initiatives of the organization to help drive growth through brand awareness; customer acquisition / retention; product and service adoption; strategic marketing and a focus on the customer. My responsibilities include the following:
Develop and manage the bank’s marketing plan with objectives based on strategic direction and customer needs, using tools such as marketing automation, digital marketing, public relations, advertising, social, and other marketing initiatives across multiple channels.
Champion the bank’s customer experience (CX) program and chair the CX committee, where I facilitate a team of employees from a cross-section of departments who collaborate on ways to improve the customer experience and create positive change. This group will identify key opportunities for improving the customer experience to build customer loyalty.
Focus on Voice of the Customer through ongoing research programs, to ensure needs are being met and problems are being solved, while advocating for the customer across all lines of business. Utilize various research methodologies to gain an ongoing understanding of the customer and measure customer satisfaction /loyalty.
Champion and manage the banks brand promoting our brand promise to “