Application Deadline:
08/01/2024
Address:
33 Dundas Street West
Job Family Group:
Customer Solutions
The Senior Manager, Customer Lifecycle is a pivotal role within the Retail Investment Product Team. You will help accelerate revenue growth while driving customer engagement and retention for the Retail Investments portfolio. You will define customer lifecycle strategies, develop omni channel campaigns, and drive additional growth through upsell and cross-sell initiatives. If you are a strategically-minded leader with a deep understanding of customer base management – we’d love to hear from you!
Reporting to the Director, Customer Growth and Lifecycle, the Senior Manager will be responsible for developing strategies and leading programs that effectively engage customers, and improve retention metrics for Retail Investments and the broader BMO franchise. This role requires a results-oriented, customer-centric leader with experience in building outstanding customer journeys leveraging segmentation via lifecycle channels like email, and digital banking channels. You will collaborate with many partners to build new and optimize existing campaigns, offers, programmatic journeys, outbound leads programs etc. with a focus on highly personalized and data lead triggers to help customers make real financial progress while supporting business outcomes.
Primary Responsibilities:
- Develop and implement new lifecycle campaigns while identifying trigger points throughout the entire customer journey
- Drive end-to-end lifecycle strategies for each stage of the customer journey, across different customer segments
- Own personalization strategy to enable relevant communications across customer experience and various touchpoints (email, app, online, etc.)
- Use data to inform decision making, leveraging insights to define and refine strategies and enhance the effectiveness of marketing communication initiatives (multi-variant, A/B test, etc.)
- Act as the Product lead with internal business partners for develop suitable offers, pricing, annual planning, quarterly updates and program creation, governance, and definition
- Develop quarterly and annual plans designed to optimize customer base outlook – increase product bundling, participation in loyalty programs, service upsell, etc.
- Responsible for leading key customer retention and engagement strategies to deepen customer relationships and proactively provide value to customers
- Lead development and implementation of marketing automation technology to improve workflows and enhance customer journey
- Provide additional support on portfolio initiatives and strategic projects as required
Broader responsibilities
- Defines and implements the product development, sales, and marketing strategy for an Investment product or product portfolio, with P&L (profit and loss) accountability. Conducts market research, forecasting, pricing, and competitive analysis.
- Innovates to develop new products and enhancements to existing ones to improve the customer experience. Collaborates with internal partners across the organization to take products to market, and manages all risks associated with products to ensure compliance, including risk reporting.
- Fosters a culture aligned to BMO purpose, values and strategy and role models BMO values and behaviours in all that they do.
- Ensures alignment between values and behaviour that fosters diversity and inclusion.
- Regularly connects work to BMO’s purpose, sets inspirational goals, defines clear expected outcomes, and ensures clear accountability for follow through.
- Builds interdependent teams that collaborate across functional and operating groups to create the highest value for all stakeholders.
- Attracts, retains, and enables the career development of top talent.
- Improves team performance, recognizes and rewards performance, coaches employees, supports their development, and manages poor performance.
- Makes recommendations to senior leaders on strategy and new initiatives, based on an in-depth understanding of the business/group.
- Acts as a subject matter expert on relevant regulations and policies.
- May network with industry contacts to gain competitive insights and best practices.
- Develops the business case by identifying needs, analysing potential options and assessing expected return on investment.
- Determines product lifecycle.
- Manages resources and leads the execution of strategic initiatives to deliver on business and financial goals.
- Acts as the prime subject matter expert for internal/external stakeholders.
- Defines business requirements for analytics & reporting to ensure data insights inform business decision making.
- Oversees the development of business analytics and insights including: portfolio profitability tracking, customer analytics, revenue forecasts, operations metrics, trend analytics and predictive modelling.
- Conducts complex market research, competitive intelligence and data analysis.
- Develops framework for evaluating problems or issues, and defines research approach.
- Leads change management programs of varying scope and type, including readiness assessments, planning, stakeholder management, execution, evaluation and sustainment of initiatives.
- Leads the development of the communication strategy focusing on positively influencing or changing behaviour.
- Collaborates across BMO to develop communications strategies and ensure consistency of messaging, in order to positively influence or change behaviour.
- Identifies existing and potential risks, and develops risk management controls and processes.
- Develops and maintains directives and policies for products.
- Defines and implements product strategy for an individual product or product portfolio.
- Drives the business case and strategic roadmap for products and services, including accountability for project and budget approval.
- Optimizes the financial performance and customer value of the product portfolio.
- Continuously improves processes to identify issues and deliver optimal customer experience.
- Works with internal stakeholders to develop materials and training for salesforce, and manages changes.
- May support the sales team in development of specific deals for customers and in client presentations.
- Develops and maintains relationships with external partners and vendors.
- Sets and/or operates within product risk parameters and metrics.
- Conduct risk/reward and other analyses, and drafts product policies and related documents.
- Operates at a group/enterprise-wide level and serves as a specialist resource to senior leaders and stakeholders.
- Applies expertise and thinks creatively to address unique or ambiguous situations and to find solutions to problems that can be complex and non-routine.
- Implements changes in response to shifting trends.
- Broader work or accountabilities may be assigned as needed.
Qualifications:
- Typically 7+ years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
- Established track record of providing strong investment performance and effective risk management.
- Completion of relevant investments certification an asset.
- Advanced understanding of functional area and a competent understanding of the overall firm and competitive environment.
- Broad knowledge of more than one discipline.
- Seasoned professional with a combination of education, experience and industry knowledge.
- Verbal & written communication skills – In-depth / Expert.
- Analytical and problem solving skills – In-depth / Expert.
- Influence skills – In-depth / Expert.
- Collaboration & team skills; with a focus on cross-group collaboration – In-depth / Expert.
- Able to manage ambiguity.
- Data driven decision making – In-depth / Expert.
Salary:
$92,400.00 – $171,600.00
Pay Type:
Salaried
The above represents BMO Financial Group’s pay range and type.
Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position.
BMO Financial Group’s total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit: https://jobs.bmo.com/global/en/Total-Rewards
We’re here to help
At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.
As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one – for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.
To find out more visit us at https://jobs.bmo.com/ca/en.
BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.
Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.
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