Director Customer Optimization & Process Management, Personal Deposits Analytics & Customer Opt[...]

Director Customer Optimization & Process Management, Personal Deposits Analytics & Customer Optimization

Locations : Toronto, ON, CAN

Time Type : Full time

Posted on : Posted Yesterday

Job Requisition ID : R240009846

Application Deadline : 09 / 12 / 2024

Address : 33 Dundas Street West

Job Family Group : Marketing

This is a hybrid role with an expectation to be in the Toronto office 2-3 days per week.

The Director Customer Optimization & Process Management develops and leads the strategy to optimize customer contacts within and across channels.

The leader will work closely with P&BB product and channel leaders to drive incremental revenue and ensure that targeted communications are continually improving performance and results.

The leader will also be accountable for improving and developing campaign processes, developing new capabilities that integrate into campaign operations and to ensure consistency and adherence to the processes that are developed.

Responsibilities & Accountabilities include :

• Develop the Customer Optimization strategy within and across channels to increase revenue, improve response and drive improved customer & frontline satisfaction.
• Manage and continuously improve overall customer communication within and across channels.
• Build and develop advocacy of customer communications and their effectiveness with frontline sales staff and business partners.
• Overall reporting of targeted Customer communications for the Customer Optimization team as well as channel performance.
• Proactively translate analytics into simple and actionable insights with recommendations accessible to Leadership and business partners alike.
• Ensure consistent alignment of strategy and analytics initiatives with channels and other LOBs.
• Manage and lead the data requirements for targeted customer communications to ensure speed to market and error-free execution.
• Develop and manage campaign processes to ensure consistency, standardization and efficiencies across campaign execution.

As a domain expert, this leader will work to integrate and simplify insights across the analytics teams to provide relevant, fast, clear facts to the business to shape ongoing decisions.

He / she is the owner of the ongoing prioritization of the plan against set business priorities working in close partnership with business partners to ensure all initiatives align to business priorities and growth plans.

This role will proactively advise business leaders on the right analytical approach and solutions to drive the business forward.

He / she will lead a team of 5+ consisting of Senior Managers and Analysts.

Customer Optimization Responsibilities :

• Optimize Customer Contact strategies within and across channels.
• Develop a 3-year cross-channel strategy and roadmap to optimize customer contact and net revenue.
• Determine the optimal customers and channel(s) to communicate to maximize value.
• Maximize the effectiveness of channels based on capabilities and capacity.
• Develop a customer-centric approach to communications.
• Manage and lead the data requirements for optimization, communication, and measurement.

Management of Overall Customer Communication :

• Develop and manage a framework to prioritize what programs use what channels.
• Approve and monitor campaigns / programs in channels and recommend changes to optimize effectiveness and results.
• Regularly optimize and prioritize programs to generate the greatest returns.
• Develop and manage communication prioritization, scoring, and approval processes.
• Lead the Customer Optimization Committee, gaining alignment on priorities and strategies.
• Establish channel-based criteria to determine thresholds and prioritization of programs.
• Manage all new channel capabilities required for customer conversations.

Build Confidence and Advocacy of Customer Communications :

• Work with Sales Effectiveness to identify obstacles and opportunities to drive revenue.
• Develop educational resources to increase frontline knowledge of communication programs.
• Collaborate with branches and regions to devise strategies to increase action rates.

Reporting and Insights :

• Lead development and management of consolidated customer communications reporting.
• Analyze channel and program results to develop strategies that drive changes.

Data Management :

• Define new data elements required for customer communications to ensure seamless integration.
• Represent Customer Optimization at data governance forums.
• Oversee testing and validation of Customer Optimization data elements.
• Responsible for campaign metadata for Customer Optimization.

Campaign Process Management & Governance :

• Provide oversight of all campaign processes for consistency across business lines.
• Drive changes to increase speed to market while maintaining error thresholds.
• Lead change management of new processes and obtain buy-in from partners.
• Develop requirements for capability gaps to support the communication strategy.
• Manage and lead the audit process for Customer Optimization.
• Lead projects to enhance Customer Optimization’s ability to deliver targeted conversations.
• Develop strategy to automate and drive efficiencies in campaign execution.
• Identify process issues that impact customers and employees.

Cross Functional Relationships :

• Personal Banking and Distribution Leadership and teams
• Data Analytics Centre of Excellence
• Credit Risk Management
• Customer Marketing
• NA Channels
• Technology and Operations
• Finance
• Canadian P & C Product groups
• Operational Risk and Compliance
• External partners including Equifax, TransUnion, FICO, etc.

Knowledge & Skills :

• Minimum of 10 years experience in direct to customer targeted communications.
• Proven experience in Optimization, including developing strategies and implementation.
• Excellent analytical and problem-solving skills.
• Direct Marketing experience with banks and strong product experience required.
• Understanding of optimization.
• Strong preference for strategy consulting backgrounds.
• Demonstrated leadership skills and strategic thinking.
• Ability to thrive in a high volume, high intensity environment.
• Proven ability to inspire a team.
• Highly developed verbal and written communication skills.
• Expertise in project management and process design.
• Strong organizational and time management skills.
• Expertise in analytics and financial analysis.
• Technical experience with analytical software (SAS, SQL, Power BI) and business software (Teams, Excel, PowerPoint, Word).
• Proven experience leading cross-functional teams without direct authority.
• Advanced relationship management and negotiation skills.
• Post-secondary education (degree).

Salary : $103,500.00 - $192,500.00

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.

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.

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.

BMO is committed to an inclusive, equitable, and accessible workplace. Accommodations are available on request for candidates taking part in all aspects of the selection process.

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