Senior Manager, Client Experience & Insights, Retail

Job Description

Grade : P8

Referral Level : Level 1

Division : IGM Marketing

IGM Financial Inc. is one of Canada's leading diversified wealth and asset management companies with approximately $271 billion in total assets under managements.

The company provides a broad range of financial planning and investment management services to help more than two million Canadians meet their financial goals.

Its activities are carried out principally through IG Wealth Management and Mackenzie Investments

Under IGM Financial's unique business model based on leading brands and multi-channel distribution strategy is Mackenzie Investments, founded in 1967.

Mackenzie Investments is a holistic asset-management partner for thousands of Canadian financial advisors and the investors they support.

At Mackenzie Investments You Can Build Your Career with Confidence.

We have a vision and a strategy that will challenge the way business in this industry is done and help Canadians be successful in the ways that mean the most to them.

As part of our team, you will do some of your best work, develop some of your most valuable skills and give back in ways that make a difference in the lives of Canadians.

We are proud to be recognized as one of Canada's Top Employers by Mediacorp Canada Inc. for empowering our employees with the tools to thrive while working remotely, while also providing resources to ensure physical and mental wellness were put front and centre.

Join an unstoppable team that is embedded in continuous learning, understanding, and knowledge sharing. You will thrive in our supportive environment where you can indulge your curiosity to learn, while receiving the feedback you need to refine your skills and abilities.

We are dedicated to offering a hybrid work environment when applicable.

Mackenzie Investments is a diverse workplace committed to doing business inclusively - this starts with having a representative workforce! We encourage applications from all qualified candidates that represent the diversity present across Canada - including racialized persons, women, Indigenous persons, persons with disabilities, 2SLGBTQIA+ community, gender diverse and neurodiverse individuals, as well as all who may contribute to the further diversification of ideas.

Position :

The Client Experience and Engagement Team plays a pivotal role at Mackenzie by ensuring our clients' needs are prioritized in every discussion, every interaction, and every decision.

They are accountable for understanding the needs of our clients and translating those for other areas of our business with a focus on marketing, sales, and product.

This team collaborates across sales, service, digital, and technology to support a seamless experience.

This team is seeking a dynamic and strategic-minded individual as the Senior Manager, Client Insights and Experience, Retail Segment, reporting to the AVP Client Experience & Engagement.

This role partners closely with our retail sales and service teams, our marketing teams, our digital and technology teams, and other parts of our client experience team to enable the delivery of seamless end to end experience for our retail advisor segments.

The responsibilities of this role include (1) understanding, and to the extent possible, segmenting the needs of Canadian financial advisors, (2) defining and maintaining an ideal client journey to identify strengths and pain points, (3) and developing acquisition and retention strategies.

The retail segment is a critical business supporting the 40,000+ independent financial advisors across Canada meeting the investment needs of Canadians.

Success in this role requires a conviction for and understanding of client research and journey mapping concepts and best practices with expertise in asset management, as well as an understanding of client effective communication skills.

You will demonstrate a history of strong proficiency in executing strategic and integrated plans while working in a cross-functional team environment.

The primary responsibilities of this role will include :

Capability building grounded in client insights and experience (45% of time)

• Gather insights and facilitate research to inform the unique needs and priorities of various retail client sub-segments.
• Maintain retail segmentation models ensuring that they remain relevant and useful across key partners.
• Complete competitor analysis to identify trends, opportunities, and threats in the retail asset management landscape.
• Utilize journey-mapping to develop insights that inform strategies and tactics that are needed to enhance the client experience.
• Support the development of firmwide and investment boutique value propositions that are aligned to the client segment.
• Harness the power of data to evaluate client touchpoints and measure the impact of those touchpoints on client metrics.

Acquisition and retention through client engagement and communications (40%)

• Partner with key stakeholders to develop and execute on an engagement and communication plan for the retail segment.
• Maintain calendar of planned touchpoints and support the seamless delivery of those interactions.
• Support acquisition and retention activities, such as events and pitch decks, prioritizing the requirements of the client or prospect.
• Design the end-to-end web user journeys for campaigns, media, and other relevant initiatives.
• Ideate and develop pipeline of thought leadership opportunities to be considered by key internal partners, mainly product marketing, investment teams, sales, agency.

Advocate for client centricity through knowledge sharing (15%)

• Share insights on the retail segment to stakeholder and partners.
• Ensure the voice of the retail client segment is represented across the organization, specifically across sales and marketing.

Qualifications

• Experienced in client experience concepts and integrated marketing strategies.
• 7+ years of experience working in retail sales or investments marketing is an asset.
• Strong understanding of advisor and investor client needs, investment products, and market dynamics.
• Strong analytical skills with the ability to translate data into actionable insights.
• Proficient in research methods and approaches
• Excellent communication, presentation, and project management skills.
• Proficiency in digital marketing tools and platforms. Experience or familiarity with Experience and Marketings technology is preferred.
• Ability to thrive in a fast-paced, collaborative environment and manage multiple priorities effectively.
• Strong, professional team player who can communicate, collaborate, and influence effectively.

Education

• University Degree (ideally in Commerce / Economics / Business)
• CX or other Client Engagement designations / course completions are an asset.
• CFA, CSC or other relevant securities industry licenses or designations are an asset.

Please visit our career page by clicking on the following link : https : / / www.mackenzieinvestments.com / en / careers

We thank all applicants for their interest in Mackenzie Investments; however, only those candidates selected for an interview will be contacted.

Mackenzie Investments is an accessible employer committed to providing a barrier free recruitment experience. If you require an accommodation or this information in an alternate format at any stage of the recruitment process, please reach out to the Talent Acquisition team who will work with you to meet your needs.

Please apply by July 4, 2024.

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