Manager, Corporate Planning and Performance

1 month ago

Old Toronto, Canada HomeEquity Bank Full time
h3>Manager, Loyalty Experience (10-Month Contract)

Tuesday, October 1, 2024

WHO WE ARE

HomeEquity Bank is a Schedule 1 Canadian chartered bank and the leading national provider of reverse mortgages, with a growing portfolio. As the only bank solely dedicated to serving homeowners 55 and up, we’re passionate about helping Canadian homeowners live retirement on their terms. We live that commitment every day, with a range of reverse mortgage solutions that include our flagship CHIP Reverse Mortgage product.

POSITION SUMMARY

The Manager, Loyalty Experience is a key contributor to the development of and leading implementation of client loyalty strategies across both Referred and Consumer channels to retain business, increase loyalty and maximize revenue opportunities. This role will also lead the loyalty pilot (currently inflight) and manage the day-to-day activities related to communicating with clients, understanding their needs, deciding on an offer that meets both client and the bank’s needs, and orchestrating the offer fulfilment process. p>

The Manager, Loyalty Experience manages a dedicated team of Loyalty Specialists and works closely with the Corporate Data Analytics, Strategy, Operations, and Marketing & Sales teams to gather information and assess approaches to achieve client retention goals.

MAJOR ELEMENTS OF THE ROLE

  • Mentors, trains and manages a team of Loyalty Specialists, providing day-to-day functional and technical guidance, enabling best practices in communicating with clients via phone/email to understand their needs, design appropriate offers, and orchestrate the offer fulfilment process.
  • Contribute to the ongoing development of retention strategies in partnership with Data Analytics, Strategy, Operations, and Marketing & Sales teams.
  • Work with Corporate Data Analytics to contribute to the development of models that identify attrition characteristics in order to develop proactive client retention strategies.
  • Identifies, collects and assesses customer retention data to establish retention goals, and operationalize retention approaches and tactics.
  • Collaborates with internal stakeholders including client relations, sales and marketing to gain insight and develop high-quality content, and segmented marketing approaches to increase retention.
  • Maps a seamless journey that maximizes LTV, including website, email, customer service, direct mail, SMS and physical box.

SKILLS AND EXPERIENCE REQUIRED

  • Demonstrated experience in planning and implementing marketing and client retention strategies.
  • Experience with data-driven marketing approaches and marketing/retention strategies.
  • Excellent client communications and relationship management skills.
  • Strong quantitative skills, ability to use data analytics to support data-driven decisions; has a proven track record of analyzing and influencing customer churn management behaviours, KPI development and reporting.
  • Creative and continuous improvement mindset.
  • Experience in financial services is an asset; working knowledge of the mortgage industry preferred.

    We pride ourselves in recognizing and celebrating performance, community service, teamwork, and diversity among our employees.

    • Extended health and dental benefits.
    • Employer-Matched Group Retirement Savings Plan.
    • Well-being initiatives including: a wellness account; virtual self-care programs and extended mental health benefits.
    • Employee corporate discount for GoodLife Fitness.

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