2021 Benefit Honoree
Citi, Head of Customer Voice & Experience
Dawn Zappetti is a forward-thinking leader and marketing strategist who creates bold strategies and integrated campaigns that resonate with targeted audiences and drive ahead-of-the-competition results.
Dawn joined Citi in 1992 as a Management Associate and has since held executive marketing roles across a broad set of businesses. In her current role as the Head of Customer Voice & Experience, Dawn focuses on expanding the reach, return, and resonance of US Consumer marketing, driving customer and prospect engagement.
In 2006, Dawn joined the US Retail Bank to form a new group responsible for growing and diversifying sales to retail bank, credit card and consumer finance customers. As Head of Branch Merchandise and Marketing, she accelerated changes in digital marketing and increased traffic by tripling the digital footprint and adding dynamic content, geofencing, and zone tailored marketing. Most recently, Dawn was responsible for advertising/media, creative, experiential and brand building efforts across all consumer touchpoints.
Prior to her tenure in the Retail Bank, Dawn was part of Citi US Credit Cards, initially focused on product marketing and pricing strategy. She had the opportunity to pioneer customer-facing digital capabilities from the ground up as a senior member of the first digital team, shaping the digital presence and marketing to inspire early adoption and customer engagement. She then served as the Head of Acquisitions for the revenue services business, driving sales and profitability during a time of transformation.
She currently serves on the Union Settlement Board of Directors, as both the Vice Chair and the Head of the Development and Communications Committee.
Dawn was born in New York City. She received a BA in Psychology from Cornell University and an MBA from Columbia University. She lives in Manhattan with her husband, Patrick Sullivan, and twin boys Brendan and Owen (20).