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Director Customer Optimization

4 months ago

Toronto, Canada BMO Full time
Application Deadline:

04/29/2024

Address:
33 Dundas Street West

The Director Customer Optimization & Process Management develops and leads the strategy to optimize customer contacts within and across channels. The leader will work closely with P&BB product and channel leaders to drive incremental revenue and ensure that targeted communications are continually improving performance and results. The leader will also be accountable for improving and developing campaign processes, developing new capabilities that integrate into campaign operations and to ensure consistency and adherence to the processes that are developed.

Responsibility & accountability include:

  • Customer Optimization strategy within and across channels to increase revenue, improve response and drive improved customer & frontline satisfaction.
  • Management of overall customer communication within and across channels.
  • Building and developing advocacy of customer communications and their effectiveness with frontline sales staff and business partners.
  • Overall reporting and analytical insights of targeted Customer communications for the Customer Optimization team as well as channel performance.
  • Manage and lead the data requirements for targeted customer communications to ensure speed to market and error free execution of targeted customer communications.
  • Develop and manage campaign processes to ensure consistency, standardization and efficiencies across campaign execution.
As a domain expert, this leader will work to integrate and simplify insights across the analytics teams to provide relevant, fast, clear facts to the business to shape ongoing decisions. He/she is the owner of the ongoing prioritization of the plan against set business priorities working in close partnership with business partners to ensure all initiatives align to business priorities and growth plans.

This role will proactively advise business leaders on the right analytical approach and solutions to drive the business forward. He/she will lead a team of 5+ consisting of Senior Managers and Analysts.

Key Accountabilities (this section will be loaded to myRecruiting so make it clear for internal & external candidates)

Customer Optimization
  • Optimizing Customer Contact strategies within and across channels.
  • Develop a 3-year cross-channel strategy and roadmap to optimize customer contact and net revenue.
  • Determine the optimal customers and channel(s) to communicate to, to maximize value.
  • Maximize the effectiveness of channels based on capabilities and capacity of those channels.
  • Develop customer centric approach to communications.
  • Manage and lead the data requirements for optimization, communication and measurement.
Management of overall customer communication within and across channels
  • Develop and manage a framework to prioritize what programs use what channels.
  • Approve and monitor campaigns/programs in channels and recommend changes to optimize channel effectiveness and results.
  • Regularly optimize and prioritize programs within and across channels to generate the greatest returns.
  • Develop and manage communication prioritization, scoring and approval processes.
  • Lead the Customer Optimization Committee, gaining alignment on priorities and strategies for Customer Optimization across the organization.
  • Establish channel-based criteria to determine thresholds to leverage the channels and determine the prioritization of the programs within channels.
  • Manage all new channel capabilities required for customer conversations and ensure new capabilities align to strategy.
Build confidence and advocacy of customer communications and their effectiveness.
  • Work with Sales Effectiveness to identify obstacles and opportunities to drive revenue and improve employee experience.
  • Develop educational information to be leveraged to increase frontline knowledge and belief of communication programs.
  • Collaborate directly with branches and regions to devise strategies and tactics to increase action rates and lead results.
Reporting and insights
  • Lead the development and management of the consolidated customer communications reporting and insights to track the effectiveness of the Customer Optimization teams overall success and contribution to the organization.
  • Analyze channel and program results to develop strategies that drive changes to channel priorities, optimization, and business results.
Data
  • Define new data elements required for customer communications to ensure that communications are incorporated seamlessly into existing processes.
  • Represent Customer Optimization at data governance forums ensuring that the team's interests and requirements are represented to ensure effective use and delivery of data and campaigns.
  • Oversee testing and validation of Customer Optimization data elements to ensure seamless delivery of campaign execution.
  • Responsible and accountable for the campaign metadata for Customer Optimization.
Campaign Process management & governance
  • Provide oversight and management of all campaign processes to ensure consistency across business lines and countries.
  • Drive and facilitate changes to processes and data to increase speed to market while maintaining minimum error thresholds.
  • Lead the change management of new processes, data and obtain buy in from business partners and internal DACoE team.
  • Develop requirements for capability gaps to support the communication 3-year strategy and roadmap.
  • Manage and lead the audit process for Customer Optimization.
  • Lead projects that enhance Customer Optimization's ability to deliver best in class targeted customer conversations including new channel capabilities, new data elements.
  • Develop strategy and plan to automate and drive efficiencies in campaign execution.
  • Provide strategy and business requirements to advance customer communication capabilities for customers and sales force.
  • Identifying process issues/challenges that impact customers and employees.
Cross Functional Relationships

This job requires the incumbent to interact with the following groups and/or processes in BMO and relevant external stakeholders:
  • Personal Banking and Distribution Leadership and teams
  • Data Analytics Centre of Excellence
  • Credit Risk Management
  • Customer Marketing
  • NA Channels
  • Technology and Operations
  • Finance
  • Canadian P & C Product groups
  • Operational Risk and Compliance
  • External partners including Equifax, TransUnion, FICO and others
Knowledge & Skills (this section will also be loaded to myRecruiting)
  • Have a minimum of 10 years experience in direct to customer targeted communications.
  • Proven experience in Optimization, including developing strategies and implementation.
  • Excellent analytical and problem-solving skills.
  • Demonstrated leadership skills and strategic thinking.
  • Proven ability to thrive in a high volume, high intensity, changing environment.
  • Proven ability to inspire a team to work toward a set of goals and objectives.
  • Highly developed verbal and written communication skills, with the ability to communicate to Senior Management in a clear, concise, and professional manner.
  • Expertise in project management and process design and management.
  • Strong organizational and time management skills.
  • Expertise in analytics and financial analysis.
  • Technical experience working in analytical software (SAS, SQL, Power BI), and business software (Teams, Excel, PowerPoint, Word).
  • Proven experience to lead and manage cross-functional teams without direct authority.
  • Advanced relationship management and negotiation skills.
  • Post-secondary education (degree)
Grade:
9
Job Category:
People Manager / Gestionnaire
We're here to help

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.