Vice-president, Client Acquisition

3 weeks ago

Toronto, Canada CIBC Full time

We’re building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what’s right for our clients.

At CIBC, we embrace your strengths and your ambitions, so you are empowered at work. Our team members have what they need to make a meaningful impact and are truly valued for who they are and what they contribute.

To learn more about CIBC, please visit

**Job Description**:
The Vice-President, Client Acquisition and Engagement is responsible for driving volume growth, profitability and efficiencies through management of critical business functions such as new card acquisition, retention, balance build programs, spend stimulation, margin optimization and credit adjudication. The role is responsible for the management of new card acquisition and customer engagement budgets, through directing these resources toward strategies and campaigns that will deliver profitable revenue growth and an exceptional client experience.

As an organizational leader, this role champions:

- CIBC employee experience principles:_- Always professionalso our team members can excel and be their best professional self.- Radically simpleso our team members can focus on what they need to do and make an impact.- Genuinely caringso our team members can feel valued for who they are and what they contribute.
- CIBC leadership capabilities:_- Envisions the future to innovate purposefully to create new value and harness new capabilities in order to meet the evolving needs of our diverse stakeholders.- Inspires hearts and minds to build an inclusive culture where we make bold choices, collaborate, and empower others to take chances and do what’s right for our stakeholders.- Drives action and impact, together to align with urgency around what matters, making decisions with speed and always making a real difference.

What You’ll be Doing

Strategic Thought Leadership- Lead key strategies and processes that drive acquisition and onboarding of new card clients. Own key strategies and processes that drive engagement with existing clients, including strategies that reduce attrition.- Oversee strategies and process that drive profitability, such as pricing and growth strategies as required.- Lead key operational strategies and processes to optimize manual adjudication operations.

Client Acquisition- Acquire new accounts that meet/exceed corporate hurdles on risk adjusted return on investment, return on assets, return on equity and payback period.- Develop strategies and capabilities to target desirable client segments.- Develop and refine early month on book customer engagement strategies and tactics.- Optimize spend allocation across channels and products.- Partner with digital, retail distribution and marketing to optimize acquisition and increase pull-through rate.- Drive continuous improvement of adjudication process and capability.- Partner with risk to optimize credit adjudication/decisioning and develop and refine credit policies.

Client Engagement- Lead customer engagement team to assist prioritizing and jointly supporting profitable usage, balance building, and retention programs.- Support development of new marketing capabilities to improve go-to-market effectiveness and nimbleness and define engagement modernization needs in collaboration with marketing partners.- Lead anti-attrition/retention strategies and programs.- Work with marketing and digital teams to sponsor initiatives that grow revenue and share of wallet.- Support optimization of profitability through pricing and targeting in close partnership with risk.- Develop engagement offers and communications that create attraction, loyalty and improve net promoter score.- Support pricing and growth initiatives to improve yield across the portfolio as required.

Credit Services- Lead Credit Services team in the day to day operations of manual adjudication and line increase activities.-
- Increase efficiency through identification of opportunities for process automation, optimization of pend and resolution logic.- Develop robust team measurement metrics and support Credit Services leader in resource planning and forecasting.

What We’re Looking For- Strong ability to drive change, including process improvements working with multiple stakeholders across CIBC.- Knowledge of financial services and banking industry overall with specific knowledge of the Cards (preferred) industry trends, innovations, best practices and regulatory environment, sufficient to analyze, interpret and develop recommendations to the benefit of CIBC.- Strong analytical skills and ability to leverage data to develop robust recommendations for business performance.- Knowledge of channel acquisition strategies with experience driving revenue.- Experience driving client experience improvements across multiple channels and client engagement strategies.- Knowledge of credit card business metrics and KPI’s sufficient to drive positive growth ou

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