Requisition ID: 207998
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

As the Manager, Engagement & Retention Squad & Programs, you will have an exciting opportunity to support the reinvention of how client marketing programs are delivered through the Retail Customer Growth team, focusing specifically on engagement and retention of valued clients. Playing a key support role on the team, focused on testing, and learning new contact strategies and approaches to optimize customer response, operationalize programs faster and learn how to scale program efficiencies and successes. You will also support the delivery of key business targets, through retention BAU programs in partnership with other key stakeholders and the Senior Manager, Engagement & Retention Squad & Programs.

Is this role right for you? In this role, you will:

• Design and execute client and product BAU and Squad retention programs, ensuring alignment with strategic objectives and timelines

• Leverage data to identify client attrition trends and hotspot opportunities to develop personalized, cross-channel client journeys to entrench relationships through elevated engagement, multi-product deepening and retain client relationships long-term

• Support the strategic development and implementation of multi-channel and multi-product personalized outreaches in partnership with key stakeholders through continuous testing and learning new contact strategies and approaches to optimize customer response, operationalize faster and learn how to scale

• Develop and maintain robust project management processes to ensure efficient program execution

• Collaborate with cross -functional stakeholders to address challenges and capitalize on opportunities for enhancing client loyalty and retention

• Support the agile development and execution of innovative retention strategies aimed at optimizing customer retention rates

• Support sprint planning and work in organized sprints to conduct agile ceremonies such as regular stand ups, sprint reviews and share outs and retrospectives to evaluate the effectiveness of retention initiatives and drive improvements

• Collaborate with squad members and other teams to analyze customer data and identify trends to inform engagement and retention tactics

• Implement continuous testing and learning methodologies to refine and enhance engagement and retention strategies over time

• Work closely with Senior Manager, Engagement & Retention Squad & Programs to identify and prioritize deliverables and backlog initiatives

• Track and measure performance across outreaches with Analytics and key partners on a regular basis and socialize with key stakeholders across multiple levels at the Bank

• Drive a client focused culture to deepen and retain client relationships and leverage broader Bank relationships, systems and knowledge

• Understand how the Bank's risk appetite and risk culture should be considered in day-to-day activities and decisions

Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have:

• Post-secondary education focused in Marketing or Business Administration

• Experience in either Channel Marketing, Channel Programs, Customer Strategy, or Product/Program coordination

• An understanding of personalized client journeys and offline, online, and assisted channels

• Experience in supporting comprehensive strategies and proposals

• Ability to analyze large data sets and derive insights to drive strategic opportunities and draw post-mortem conclusions

• Strong organizational change management orientation

• Strong strategic thinking and results focus skills

• Demonstrated success in working cross-functionally to deliver large, multi-faceted programs

• Experience working in an agile environment that is fast paced

• Ability to own, motivate and drive programs across multiple stakeholders

• Strong relationship management and collaboration skills

• Strong presentation deck building and delivery skills with partners

Location(s): Canada : Ontario : Toronto
Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.
At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.