Customer Campaign Management Consultant

Title: Customer Campaign Management Consultant

Location: Hybird, Toronto

Contract: 6 months with potential extension

Pay: $40/hour on T4

Customer Life Cycle Management (CLCM) and Engagement Team:

The CLCM & engagement team is critically important to Wealth and Personal Banking (WPB) Business and pivotal within the Customer & Propositions team. It oversees the overall customer contact strategy for WPB by determining the objective, timing and most appropriate channel for communication. Primary responsibility of the team is to support and work collaboratively with various stakeholders to meet overall annual operating plan by improving relationships with customers, specifically focusing Life Cycle - customer activation, relationship deepening and retention. The team liaise closely with WPB Products teams to ensure sharing of ideas, key activities and plans.

MUST HAVE SKILLS

•Good knowledge of Customer Lifecycle Management (CLCM) principles, strategies and ideologies around acquisition, conversion, loyalty, engagement, retention

• Good Understanding of Campaign management (Conceptually) - Propensity targeting, effectiveness tracking and ROI across different channels (Digital, Emails, Branch or Contact centers)

• Ability to accurately evaluate information from excel or other reports and present recommendations based on facts. Advanced skills in MS Excel (Pivot, charts, formulas), PowerPoint presentations and data visualization

NICE TO HAVE:

• 2+ years of experience in Campaign Management.

• Holder of this role is expected to demonstrate a good understanding of key trends and area of innovation which influence the way we interact with our customers. These should include digital marketing, new technologies, marketing automation, CRM, data and analytical tools and how this helps the bank be more customer centric and optimize customer value

• An understanding of the retail banking products in Canada, industry trends and the competitive market as well as systems and technology is a plus

• Basic working knowledge of CRM & Campaign management systems – PEGA, Salesforce, Digital Channels, Lead Management Tools

• Strong analytical skills - Able to understand numbers, inferences, insights and prepare reports or presentations

• Attention to detail, strong problem solving ability and should be able to understand and explain consumer behavior from the Campaign results

• Customer centricity – Understanding customer needs and fostering a customer centric growth mind-set and promoting customer advocacy at all levels to drive sustained business growth

• Proven track record of communicating effectively within the organization and with customer groups. Demonstrated ability to rapidly build relationships with key stakeholders. Excellent interpersonal, presentation, written and verbal communication skills. Ability to work in a team-oriented environment and effectively communicate across various business lines at different levels within the organization

• Excellent working knowledge of business and product management principles. Strong project management, planning, organizational, managerial, analytical, communications, decision-making, and interpersonal skills is a plus. Proven ability to prioritize competing demands

What you need to do next

Share an updated CV to [email protected] for a quick chat!