Manager, BMO Rewards Program Customer Engagement & Lifecycle Management

Application Deadline:

04/29/2024

Address:
33 Dundas Street West

Loyalty programs are a major driver of customer engagement and credit card spend and are the most important factor customers consider in choosing a credit card . The brand perception , customer experience and overall value of a loyalty program underpin the success or failure of a credit card portfolio .

The Manager, BMO Rewards Program Customer Engagement & Lifecycle Managementis accountable in delivering the CRM strategies , planning and execution of key customer focused rewards program KPI's including Lifecycle communication strategies that increase redemption, rewards browsing, optimize redemption mix and support for new cards and offers , rewards program promotions, credit card offers and campaigns and NPS benchmarking .

The ideal candidate will have a passion for marketing, customer experience and rewards programs, will be an independent and creative thinker, a team player, action and solution oriented. The candidate should also have prior experience in marketing, campaign design and executio n .

This role reports into the Senior Manager, Rewards Loyalty Programs and has two major elements: 1) CRM strategy design and execution 2) Delivering on Engagement KPI's

CRM Strategy Design & Execution

• Leverages data and insights to conceptualize and propose marketing program that drive the highest results
• Leads CRM marketing and communications strategies with a strong discipline on marketing measurement, analysis and data-driven decision making.
• Responsible for reporting on channel specific KPIs such as web and email engagement
• Develop rewards programs and campaigns based on customer segment, seasonal needs, and market trends
• Maintain and evolves the Rewards Marketing and Promotions Calendar
• Manage and facilitate program offers and campaigns, from ideation, build and production (including any issues/defects)
• Manage operations and marketing strategy to maximize efficiencies and increase customer value proposition

• Lead and assist the execution of customer-facing communications including email, website and print channels managing reputational risk & operational excellence

Delivering on Engagement KPI's

• Responsible for leading key customer growth and engagement strategies (engagement & retention) to deepen customer relationships, define marketing materials and programs that achieve program Key Performance Indicators
• Work with internal and external partners on measurement objectives to ensure initiatives are set up so the objectives can be measured at completion.
• Rewards offer and promotional SME, sharing best practices and standards - including offer strategy, communication strategy, execution, and reporting
• Working effectively and closely with rewards program vendors and credit card rewards partners in delivery of Engagement KPI's

KNOWLEDGE AND SKILLS

Knowledge & Experience

• Strong track record delivering results in ambiguous and challenging situations
• 4-6 years Marketing, CRM or Rewards program management experience
• P&L accountability and payments experience preferred
• Minimum undergraduate university degree, an MBA or other post-graduate degree, or equivalent industry related experience preferred

Skills

• Strategic thinker who can develop and execute near-term and long-term strategies and roadmaps

• Proven ability to build relationships with partners and colleagues across different business units and groups
• Proven ability to influence without authority and drive change
• Able to think like a customer and design the right customer experience
• Proven ability to manage multiple facets of a complex business and effectively prioritize most important business levers and initiatives
• Excellent business acumen and financial, analytic and business casing skills
• Very strong communication skills (oral and written) with ability to frame and effectively communicate complex problems
• Excellent problem-solving skills
• Team-oriented, collaborative and flexible
• Strong time management and project management skills
• Risk management capabilities

Grade:
7
Job Category:
Individual Contributor / Collaborateur
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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. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one - for yourself and our customers. We'll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we'll help you gain valuable experience, and broaden your skillset.

BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other's differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

Category

Customer Service and Support