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The Creative & Digital Operations Communications Manager is a senior individual contributor role within the Retirement & Wealth Operations Department, reporting to the Director of Operations Communications. This position serves as the primary hands-on expert for end-to-end execution of creative and digital communications, translating strategic direction and business requirements into polished, compliant deliverables across digital and print channels.
Key responsibilities include designing and producing creative assets (emails, letters, forms, templates) for accountholder communications; building, testing, and deploying campaigns using CRM and messaging platforms such as Salesforce Marketing Cloud, SendGrid, and BizTalk; and providing graphic design support using Adobe Creative Suite (InDesign, Illustrator, Photoshop, Acrobat). The role owns creative production, digital build, testing, and deployment activities with a high degree of independence.
Beyond execution, this position serves as a subject matter expert and strategic advisor on communications technologies, creative processes, and digital engagement strategies. Responsibilities include evaluating communication tools and vendor capabilities, supporting change enablement initiatives, analyzing performance metrics and engagement data to identify improvement opportunities, and monitoring industry trends and emerging technologies to inform communication strategy.
The role ensures all communications adhere to brand standards, accessibility guidelines, and compliance requirements—critical in a regulated financial services environment. Collaboration with cross-functional stakeholders (business, technology, compliance teams) is essential throughout the communication lifecycle. The position also manages asset version control, maintains standardized templates for consistency and efficiency, and provides data-driven recommendations to leadership on communication strategy and digital capabilities.
This is currently an individual contributor role with no direct reports, though future supervisory responsibilities may evolve as organizational needs change.
