Business Analytics Manager - Customer Management

Position Overview

At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company’s success.

As a Business Analytics Manager within PNC's Marketing organization, you will be based in Pittsburgh, PA, Portage, MI, or Cleveland, OH.

As a Business Analytics Manager on the Customer Management team in Marketing, you will be responsible for leading the team that creates targeted audiences for direct marketing campaigns across email, direct mail, and outbound calling. You’ll coach a group of analysts who develop and quality assess the audience files from a number of different data sources which includes Teradata, Hadoop, mainframe, etc.

using SAS and SQL, while guiding the team’s transition to Python. You’ll partner closely with Marketing Strategy owners to translate campaign objectives into precise audience criteria, uphold regulatory suppress ions/exclusions, and make quick, sound prioritization recommendations when timelines compete.

• Lead & coach the audience development team in day to day list building, criteria translation, and quality control; provide 1:1 mentoring, clear expectations, and continuous feedback.
• Translate strategy into executable audience logic: collaborate with Growth/Strategy partners to finalize criteria and confirm feasibility and timing.
• Be the SME on regulatory suppress ions & exclusions (e.g., Do Not Call, CAN SPAM, privacy controls); consult early and decisively to keep campaigns compliant and aligned to policy.
• Drive process excellence: SLAs, QC checklists, peer reviews, and release steps to reduce cycle time and errors; standardize documentation.
• Modernize the stack: steward the move from SAS/SQL to Python for reproducible pipelines and testing; champion code standards, version control, and automation.
• Continuously improve: monitor technology/privacy updates and evolve audience logic and suppress ions.

• 5+ years of experience with one or more programming languages (e.g., Python, Java, C#, or SQL) with the ability to develop, debug, and maintain code.
• Previous awareness and exposure to Marketing.
• Strong communication skills with the ability to lead a team and work with internal partners.
• Ability to assess situations and make recommendations and decisions for the team regarding the work at hand.
• Process oriented - strong process orientation by ensuring team adherence to established procedures and proactively identifying opportunities for process improvement.

• Manages the development, implementation and support of business analytics initiatives and projects. Leads a team of Business Analytics Consultants and may manage managers.
• Identifying, sizing, planning and prioritizing opportunities for processes or performance management through analytics.
• Assessing the scope and resources required of various analytics projects to define necessary resources.
• Manage key performance metrics and communicate operational challenges.
• Monitoring and communicating key performance metrics and operational challenges.

PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be:

• Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.
• Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework.

PNC also has fundamental expectations of our people managers. As a manager of talent in PNC, you will be expected to:

• Include Intentionally - Cultivates diverse teams and inclusive workplaces to expand thinking.
• Live the Values - Role models our values with transparency and courage.
• Enable Change - Takes action to drive change and…