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Bmo Rewards Loyalty Manager, Bmo Rewards Program
3 months ago
Knowledge & Experience
- Strong track record delivering results in ambiguous and challenging situations
- 46 years loyalty program and/or product management experience
- 23 years partnership management
- P&L accountability and payments experience preferred
- Minimum undergraduate university degree, an MBA or other postgraduate degree, or equivalent industry related experience preferred
- People management
Skills
- Strategic thinker who can develop and execute nearterm and longterm strategies and roadmaps
- Proven ability to build relationships with external 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 problemsolving skills
- Teamoriented, collaborative, and flexible
- Strong time management and project management skills
- Risk management capabilities
Loyalty programs are a major driver of customer engagement with most businesses 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.
TheBMO Rewards Loyalty Manager is accountable to manage three critical pillars of the BMO Rewards loyalty program.
This role reports to the Senior Manager, BMO Rewards Loyalty Program and has three major elements:
Rewards Catalogue Management and Development Customer Experience Operational Management
1. Rewards Catalogue Management and Development
The loyalty landscape is evolving very quickly driven by innovation in technology and business models across a range of industries.
This role is accountable for ensuring that our BMO Rewards program provides best in class loyalty experiences that drive customer loyalty and financial performance.
This accountability includes:
- Working with the Senior Manager, BMO Rewards Loyalty Program and key Stakeholders to help develop the strategy and roadmap for the BMO Rewards program based on deep customer insights
- Optimizing the rewards catalogue and customer journey
- Monitoring rewards fulfillment SLAs
- Continually finding ways to enhance customer engagement and the loyalty experience through new rewards services/categories
- Actively managing reward costs, including planning and forecasting, reward offering and mix, and working closely with the BMO Rewards Customer Engagement Manager to develop marketing activities to drive more profitable customer redemption behavior
- Work closely with external program suppliers to drive and implement new / enhanced rewards capabilities
- Continually monitoring the competitive environment and anticipating customer needs
2. Customer Experience
Effective management of overall Customer Experience is critical for rewards programs to ensure we are providing the best possible experience to our customers when interacting with the BMO Rewards program, both online or through the rewards call centre.
- Oversee handling of rewards related customer complaints escalated to our department, which encompasses Managerial accountability of one direct report who manages daytoday BMO Rewards customer service accountabilities in complaint handling
- Monitoring of BMO Rewards Call Centre SLAs
- Work closely with external program suppliers to identify areas of opportunity to improve customer experience both in online and call centre channels, and work to remove friction points for our customers
3. Operational Management
This role is also accountable for managing the BMO Rewards platform's operational aspects of the BMO Rewards program in direct partnership with internal and external partners, including:
- Act as BMO Rewards point of contact for Credit Card Product related requests for points earn construct changes and/or new product launches on the BMO Rewards platform
- Working with internal and external partners to identify, prioritize, and resolve any rewards program related platform issues/defects that may arise
- Data driven decision making
- Indepth.
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As a member of the BMO team you are valued, respected an
