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Manager, Customer Engagement & Partnerships
Company | President's Choice Financial |
Address | Toronto, Ontario, Canada |
Employment type | FULL_TIME |
Salary | |
Category | Financial Services |
Expires | 2023-09-04 |
Posted at | 9 months ago |
Referred applicants should not apply directly to this role.
- Lead the end-to-end delivery of marketing initiatives to address customer opportunities against tightly defined key performance indicators for PC Mastercard focused on driving spend, engagement, and changes to our customer value proposition (e.g. pricing and regulatory updates)
- Ensure business issues, customer complaints, etc. are resolved in a timely manner
- Own planning with external & internal partners in the design and execution of high impact programs that drive customer behavior in key categories including gas, health & beauty, grocery, and travel
- Embody a customer centric approach, with a focus on using customer insights to advise planning while ensuring adherence to our brand
- Lead the tracking and monitoring of programs to measure overall efficiency, findings, and make recommendations accordingly to ensure portfolio critical metrics are met
- Proactively find opportunities to promote automation of digital messaging using marketing technology (specifically Salesforce Marketing Cloud)
- Lead the creative development process; working with agency teams to deliver innovative and impactful programs for our customer base
- Be responsible for the execution of our Customer Relationship Marketing (CRM) strategy and execution to drive entrenchment and loyalty with our customers, post onboarding, using customer journey mapping to help guide thinking
- Collaborate with teams across PC Financial (including Product Management, Credit Risk, Legal & Compliance, Insights & Analytics, Operations) and external partners (marketing agencies, Loblaw Digital) in support of various initiatives
- Identify and bring data insights to life by deploying A/B testing and experimentation to continuously improve and optimize our communications strategy
- Ability to manage, prioritize and implement multiple projects effectively
- Experience in customer lifecycle/CRM within banking/deposits
- Strong analytical skills and ability to translate data into business insights through campaigns and testing
- Experience mapping customer journeys across multiple channels (email, SMS, in-app notifications, and offline channels) and familiarity with CRM software (i.e. Salesforce Marketing Cloud)
- Passion for customer insights and communications to achieve business objectives
- Experience in briefing and mentoring an agency to deliver high impact creative output
- Strong verbal, written and communication skills
- Experience working in a fast-paced environment using agile methodologies to continuously launch and iterate on programs
- Ability to manage internal and external partners
- University degree with a specialization in Marketing, Business or Commerce
- Track record of delivering key business results
- Experience working with marketing automation tools (i.e. Salesforce Marketing Cloud)
- Excellent time management skills, capable of balancing multiple programs simultaneously
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