Vice President of Marketing and Customer Relations

Vice President, Marketing & Customer Relations
Location: United States | Full-Time | Remote / Hybrid / On-site
Reports To: Chief Marketing Officer / Chief Executive Officer
About the Role
We are looking for a Vice President, Marketing & Customer Relations to lead integrated marketing initiatives, customer relationship development, and customer engagement strategies that support the organization's growth and long-term business objectives.
This is a senior leadership role responsible for connecting marketing activities with customer relationship management, strengthening customer engagement, and ensuring that marketing initiatives contribute to customer acquisition, retention, and relationship growth. The VP will help develop consistent marketing strategies while building structured approaches to customer communication, relationship development, and customer feedback management.
You will work closely with executive leadership and partner across Sales, Business Development, Product, Customer Success, Customer Service, and Operations. The role will have significant influence over marketing planning, customer engagement programs, relationship management processes, and cross-functional initiatives designed to improve customer satisfaction and commercial performance.
The ideal candidate combines marketing leadership with strong customer relationship expertise, commercial awareness, analytical skills, and the ability to develop sustainable customer engagement strategies.
Responsibilities
• Lead the Marketing & Customer Relations function, overseeing marketing strategy, customer engagement initiatives, relationship management, and customer communication programs.
• Develop integrated marketing plans aligned with organizational priorities, target customer segments, brand positioning, and business growth objectives.
• Establish customer relationship strategies that support acquisition, engagement, retention, loyalty, and long-term customer value.
• Work with executive leadership to identify customer-related priorities and translate them into actionable marketing and relationship development initiatives.
• Partner with Sales and Business Development to align marketing activities with customer pipeline development, relationship expansion, and commercial objectives.
• Develop customer segmentation frameworks and relationship management approaches tailored to different customer groups, needs, and engagement patterns.
• Oversee customer communication programs across relevant channels to ensure consistent messaging, timely engagement, and professional relationship management.
• Collaborate with Customer Success and Customer Service teams to improve customer feedback processes, issue escalation, service coordination, and relationship continuity.
• Work with Product and Technology teams to incorporate customer insights into product positioning, service improvements, and customer engagement tools.
• Establish processes for collecting, analyzing, and acting on customer feedback, satisfaction data, relationship trends, and engagement metrics.
• Develop marketing and customer relationship KPIs, dashboards, and reporting frameworks to measure campaign performance, customer engagement, retention, and relationship development.
• Evaluate marketing channels, campaign results, customer acquisition trends, and relationship management performance to identify improvement opportunities.
• Monitor market trends, competitor activities, customer expectations, and industry developments to inform marketing and customer engagement strategies.
• Oversee the development of marketing materials, customer presentations, communication resources, and relationship management content.
• Coordinate customer engagement initiatives, educational programs, events, webinars, and other activities that strengthen customer relationships.
• Work with Finance to develop marketing budgets, evaluate spending priorities, and assess the effectiveness of marketing and customer engagement investments.
• Establish standardized workflows, communication guidelines, customer relationship procedures, and accountability standards across the function.
• Identify opportunities to improve customer onboarding, engagement, reactivation, retention, and relationship expansion through coordinated marketing initiatives.
• Manage relationships with external marketing agencies, communications providers, research firms, and other service partners.
• Ensure that marketing communications and customer-facing materials comply with applicable internal policies and relevant legal or regulatory requirements.
• Provide executive leadership with regular reports on marketing performance, customer relationship trends, engagement outcomes, and strategic opportunities.
• Build, lead, and develop a high-performing Marketing & Customer Relations team as organizational requirements expand.
• Maintain a high standard of customer focus, communication quality, analytical rigor, accountability, and execution.
What We're Looking For
We are looking for a senior marketing and customer relationship leader who combines strategic marketing expertise with strong relationship management capabilities and a clear understanding of customer lifecycle development.
The strongest candidates will typically have:
• 20+ years of progressive experience in marketing, customer relations, customer engagement, relationship management, customer success, or a related field.
• Significant leadership experience managing marketing functions, customer relationship programs, customer engagement initiatives, or integrated commercial activities.
• Demonstrated experience developing marketing strategies that support customer acquisition, engagement, retention, and long-term relationship growth.
• Strong understanding of customer segmentation, customer lifecycle management, relationship development, integrated marketing, and customer communication strategies.
• Experience developing and managing KPIs related to campaign performance, customer satisfaction, engagement, retention, and relationship growth.
• Strong analytical and problem-solving skills, including the ability to interpret customer data, evaluate marketing performance, and identify improvement opportunities.
• Experience working cross-functionally with Sales, Business Development, Product, Customer Success, Customer Service, Operations, and executive leadership.
• Familiarity with CRM platforms, marketing automation systems, customer engagement tools, and business intelligence solutions.
• Strong written and verbal communication skills, with the ability to build relationships and communicate effectively with customers, business partners, and senior stakeholders.
• Demonstrated ability to manage multiple marketing and customer relationship initiatives while maintaining consistent execution and service quality.
• Experience managing marketing budgets, external agencies, vendors, and cross-functional projects.
• Strong understanding of customer feedback management, relationship development, campaign planning, and customer experience improvement.
• Excellent organizational skills, attention to detail, and sound judgment when handling sensitive customer information and business communications.
• Bachelor's degree in Marketing, Business, Communications, Management, or a related field required. MBA or other advanced credentials are strongly preferred.
Experience in financial services, fintech, payments, banking, brokerage, trading, technology, SaaS, or other relationship-driven industries is a plus.
We are also interested in candidates from financial institutions, technology companies, consulting firms, professional services organizations, and businesses with established marketing and customer relationship management functions.
Location and Work Arrangement
This position is based in the United States. The company offers remote, hybrid, and on-site working arrangements depending on the individual, location, and business needs.
Travel may be required as needed for customer meetings, leadership sessions, industry conferences, marketing events, partner discussions, and strategic planning activities.
Compensation and Benefits
The company offers a competitive executive compensation package, including:
• Competitive executive base salary
• Annual performance-based incentive
• Equity appreciation opportunities
• 401(k) retirement benefits
• Medical, dental, and vision insurance
• Paid time off and company holidays
• Professional development and industry training
• Reimbursement for approved business travel
Final compensation will depend on experience, qualifications, and the scope of the role.

Work arrangement
Yes