Business Manager & Marketing Operations Lead

Are you an operational catalyst and strategic orchestrator energized by transforming how organizations run?

The SVP – Business Manager & Marketing Operations Lead (C14) serves as the strategic chief of staff, financial steward, operational anchor, and culture carrier for Citi’s Retail Banking & Citigold Marketing organization. Reporting directly to the Managing Director (C16), this high-impact individual contributor role leads end-to-end business management, governance frameworks, financial planning, culture-building initiatives, and operational execution across a rapidly transforming wealth marketing ecosystem.

This role provides centralized oversight and tracking for significant strategic funding, growth initiatives, dedicated marketing technology investments, and broader retail marketing transformation programs. As a vital leadership partner to the MD, you will establish robust controls, lead cross-functional capacity planning, optimize campaign delivery workflows, champion team engagement by partnering to action on Voice of the Employee (VOE) feedback, and partner across executive leadership to ensure every marketing dollar is governed, deployed, and tracked against strategic growth milestones and measurable ROI.

Key Responsibilities

• Portfolio & Investment Oversight: Direct the tracking, allocation, and performance measurement of Retail Banking & Citigold Marketing budgets and dedicated Marketing Technology funding, ensuring incremental capital is deployed against core market-building, customer deepening/engagement, and acquisition initiatives.

• Budgeting & Financial Reporting: Lead strategic financial planning, monthly variance reporting, multi-year forecasting, and expense management in close partnership with Finance and other Business Managers, driving strict cost discipline, agility, and fiscal transparency.

• ROI & Performance Analytics: Partner with product and analytics leads to institute rigorous financial attribution models, transformation milestone scorecards, and executive-ready dashboards that quantify commercial value creation.

• Control Framework Execution: Establish and enforce comprehensive operational risk and governance frameworks across all retail & wealth marketing workflows, ensuring steadfast alignment with Citi policies, regulatory standards, and internal control requirements.

• Risk & Control Champion Leadership: Oversee and empower the day-to-day activities of Risk & Control Champions across the Retail Banking & Citigold Marketing organization, ensuring consistent execution of control requirements, proactive issue management, adherence to regulatory and policy standards, and effective coordination with Risk, Compliance, and Audit partners.

• Audit & Compliance Readiness: Serve as the primary, trusted point of contact for internal audit, risk assessments, and compliance reviews; proactively identify operational vulnerabilities and drive prompt, sustainable issue remediation.

• Policy & Vendor Oversight: Oversee third-party governance, agency engagement protocols, contracting approvals, and procurement compliance in close coordination with Sourcing, Legal, and Compliance.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Campaign Operations & Resource Optimization

• Capacity & Resource Planning: In partnership with functional operations leads, architect and manage resource capacity models, headcount allocations, and project intake pipelines to balance workload demands dynamically against strategic priorities.

• Workflow & Process Engineering: Streamline the end-to-end campaign delivery lifecycle—from initial strategy briefing through creative development to in-market deployment—eliminating operational friction, reducing cycle times, and establishing single-point operational accountability.

• Operational Excellence: Drive continuous improvement methodologies, agile operational cadences, and standard operating procedures across creative, media, branch merchandising, and digital activation teams to maximize delivery speed and craft quality.

• Chief of Staff Support for C16 MD: Act as an executive proxy and trusted advisor to the Managing Director, driving leadership team agendas, Monthly Operating Reviews (MORs), Quarterly Business Reviews (QBRs), strategic executive presentations, and town halls.

• Cross-Functional Alignment: Interface seamlessly across Retail Banking Lines of Business, Shared Services, Wealth and Brand Marketing, Analytics, Finance, Risk and Technology to eliminate functional silos and drive enterprise-wide excellence.

• Culture Carrier & Community Catalyst: Act as a central culture carrier for the Retail Marketing organization, championing team-building rituals, recognition programs, and connectivity forums that bring the team together and unify distributed and cross-functional partners.

• VOE Action Planning & Accountability: In close partnership with HR and functional leads, analyze Voice of the Employee (VOE) survey findings, lead the development of concrete action plans, and track progress against tangible employee engagement, professional development, and retention goals.

• Communication & Morale Advocacy: Foster an inclusive, transparent, and high-performance team environment, ensuring ongoing feedback channels and clear two-way communication between senior leadership and the broader marketing team.

Qualifications & Competencies

• Education: Bachelor’s degree in Business Administration, Finance, Marketing, Operations, or related discipline; Master’s/MBA or relevant advanced degree preferred.

• Experience: 10–12+ years of progressive experience in Business Management, Marketing Operations, Management Consulting, or Chief of Staff roles within a large, highly matrixed financial services institution or Fortune 100 enterprise.

• Executive Presence & Gravitas: High-impact communicator and influencer capable of engaging senior executives, driving alignment, and commanding accountability across cross-functional teams without direct line authority.

• Self-Directed Execution: Exceptional ability to operate autonomously as a high-output individual contributor, navigating ambiguous problem spaces and translating broad strategic visions into structured, actionable execution plans.

• Change Leadership & Culture Building: Proven track record in orchestrating operational transformations, organizational change management, driving cultural cohesion, and building high-efficiency, highly engaged operational teams.

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In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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We use automated processing, including artificial intelligence, for our legitimate business interests (or our reasonable and appropriate business purposes) to identify and align the candidate's skills and abilities with a specific job opening. Additionally, if you so choose, or consent, we can match your skills and abilities to other suitable roles at Citi.

Importantly, all our hiring processes and decisions, including determining your suitability for a role, are conducted, checked, and decided by individuals. Our automated processing and AI do not involve relying on automatic or autonomous decision-making. Please refer to any Jurisdictional Considerations, with specific provisions for your country (where relevant) for further details.

Illinois residents – AI Notice and Right

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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

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View Citi’s EEO Policy Statement and the Know Your Rights poster.