Senior Manager, Customer Growth and Lifecycle, Retail Investment Product

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.

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