Vice-President, Client Acquisition & Engagement

We’re building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what’s right for our clients.

At CIBC, we embrace your strengths and your ambitions, so you are empowered at work. Our team members have what they need to make a meaningful impact and are truly valued for who they are and what they contribute.

To learn more about CIBC, please visit CIBC.com

The Vice-President, Client Acquisition and Engagement is responsible for driving volume growth, profitability and efficiencies through management of critical business functions such as new card acquisition, retention, balance build programs, spend stimulation, margin optimization and credit adjudication. The role is responsible for the management of new card acquisition and customer engagement budgets, through directing these resources toward strategies and campaigns that will deliver profitable revenue growth and an exceptional client experience.

As an organizational leader, this role champions:

CIBC employee experience principles:

• Genuinely caring… so our team members can feel valued for who they are and what they contribute.
• Radically simple… so our team members can focus on what they need to do and make an impact.
• Always professional… so our team members can excel and be their best professional self.

CIBC leadership capabilities:

• Envisions the future…to innovate purposefully to create new value and harness new capabilities in order to meet the evolving needs of our diverse stakeholders.
• Inspires hearts and minds…to build an inclusive culture where we make bold choices, collaborate, and empower others to take chances and do what’s right for our stakeholders.
• Drives action and impact, together…to align with urgency around what matters, making decisions with speed and always making a real difference.

What You’ll Be Doing

Strategic Thought Leadership

• Oversee strategies and process that drive profitability, such as pricing and growth strategies as required.
• Lead key operational strategies and processes to optimize manual adjudication operations.
• Lead key strategies and processes that drive acquisition and onboarding of new card clients. Own key strategies and processes that drive engagement with existing clients, including strategies that reduce attrition.

Client Acquisition

• Partner with risk to optimize credit adjudication/decisioning and develop and refine credit policies.
• Optimize spend allocation across channels and products.
• Develop and refine early month on book customer engagement strategies and tactics.
• Drive continuous improvement of adjudication process and capability.
• Acquire new accounts that meet/exceed corporate hurdles on risk adjusted return on investment, return on assets, return on equity and payback period.
• Partner with digital, retail distribution and marketing to optimize acquisition and increase pull-through rate.
• Develop strategies and capabilities to target desirable client segments.

Client Engagement

• Lead anti-attrition/retention strategies and programs.
• Support pricing and growth initiatives to improve yield across the portfolio as required.
• Work with marketing and digital teams to sponsor initiatives that grow revenue and share of wallet.
• Support development of new marketing capabilities to improve go-to-market effectiveness and nimbleness and define engagement modernization needs in collaboration with marketing partners.
• Support optimization of profitability through pricing and targeting in close partnership with risk.
• Develop engagement offers and communications that create attraction, loyalty and improve net promoter score.
• Lead customer engagement team to assist prioritizing and jointly supporting profitable usage, balance building, and retention programs.

Credit Services

• Develop robust team measurement metrics and support Credit Services leader in resource planning and forecasting.
• Lead Credit Services team in the day to day operations of manual adjudication and line increase activities.
• Increase efficiency through identification of opportunities for process automation, optimization of pend and resolution logic.
• Increase application funnel-through rates by implementing strategic adjudication procedures and processes.

What We’re Looking For

• Knowledge of credit card business metrics and KPI’s sufficient to drive positive growth outcomes for the portfolio.
• Knowledge of financial services and banking industry overall with specific knowledge of the Cards (preferred) industry trends, innovations, best practices and regulatory environment, sufficient to analyze, interpret and develop recommendations to the benefit of CIBC.
• Strong orientation for operational excellence leveraging data and results to drive efficiency.
• Experience driving client experience improvements across multiple channels and client engagement strategies.
• Strong analytical skills and ability to leverage data to develop robust recommendations for business performance.
• Vendor controls and strong negotiation skills.
• Strong ability to drive change, including process improvements working with multiple stakeholders across CIBC.
• Expert influencing skills sufficient to shape the decision-making process in complex relational situations involving matters of major business policy and strategy relevant to Personal Banking Products.
• Proven track record in executional excellence, and the ability to identify technology and operational opportunities to improve performance of the business.
• Knowledge of channel acquisition strategies with experience driving revenue.
• Ability to work in a fast paced and dynamic environment requiring a proactive, results oriented approach to information and issues management.
• Relationship management skills to effectively deal with individuals at all levels of the organization and convey factual and/or conceptual information requiring detailed explanation and interpretation.

What You Need To Know

• You need to be legally eligible to work at the location(s) specified above and, where applicable, must have a valid work or study permit.
• CIBC is committed to creating an inclusive environment where all team members and clients feel like they belong. We seek applicants with a wide range of abilities and we provide an accessible candidate experience. If you need accommodation, please contact [email protected]

Job Location

Toronto-81 Bay, 25th Floor

Employment Type

Regular

Weekly Hours

37.5

Skills

Client Acquisitions