Manager, Pcma Customer Engagement

4 days ago

Toronto, Canada PC Financial Full time

All referred applicants must first be submitted through Workday by a current Loblaw Colleague.

**Location**:
500 Lakeshore Blvd. West, Toronto, Ontario, M5V 2V9

When you hire great people, great things can happen.

PC Financial offers unprecedented value to Canadians through payment products. We're a different kind of bank with a different type of team—we’re collaborative and supportive and have the freedom and responsibility to thrive. Our purpose is to make the everyday simple and better for our customers, and we strive to make every dollar worth more.

Proudly serving over 3 million customers, PC Financial continues to grow by offering payment solutions and services that reward our customers every day. As a subsidiary of Loblaws Company Inc., we share the CORE values of Care, Ownership, Respect and Excellence. We are dedicated to helping Canadians Live Life Well. Join us on our journey.

Our Team

The President’s Choice Money Account (PCMA) is an outstanding and innovative daily banking account in the Canadian market. Launched in September 2020, the PCMA strives to provide a simple and intuitive no-fee daily banking and payments experience while also rewarding customers with PC Optimum points on every dollar spent on the card. Having achieved strong initial success since launch, we are now entering the next stage of our journey and are looking to build a team to continuously improve our customer experience, drive scale and drive maturity in our product management approach. We are looking for seasoned marketing and product management professionals who are excited and curious about the opportunity to build banking products for one of Canada’s leading retailers.

Role Overview

This is an exciting opportunity to lead CRM initiatives to drive engagement and business results within a strategically important pillar of the Loblaw enterprise, stewarding a beloved brand President’s Choice. The Manager, PCMA Customer Engagement & Lifecycle Management will own end-to-end planning and delivery of omnichannel, multiproduct, communications to our existing PC Money Account customers. With an understanding of our customer segments, key performance indicators (KPIs), and regulatory requirements, the role entails identifying, recommending, and implementing strategic marketing campaigns to incent profitable customer behaviours while working closely with a cross-functional team. Our PCMA Product team is looking for a hardworking and data-driven leader who embodies our values of: Care, Ownership, Respect, Excellence, to add to our dynamic culture and capabilities.

What You'll Do
- Lead the end-to-end delivery of marketing initiatives to address customer opportunities against tightly defined KPIs and changes to our customer value proposition (e.g. pricing and regulatory updates)
- Own the evolution of our Customer Relationship Marketing (CRM) strategy and execution to drive entrenchment and loyalty post onboarding, by using customer journey mapping to help guide thinking
- Lead the tracking and monitoring of programs to measure overall effectiveness, findings, and make recommendations accordingly to ensure customer KPIs are met
- Support the customer lifecycle management strategy for PCMA customers who have been in the product for greater than 90 days
- Identify and bring data insights to life by deploying A/B testing and experimentation to consistently improve and optimize our communications strategy
- Take a big picture strategic lens to build a plan for how to best leverage PC Financial strategic assets including our in-store Pavilions and the PC Optimum program
- Champion a customer centric approach, with a focus on using customers insights to inform planning while ensuring adherence to our brand
- Collaborate with teams across PC Financial (including Product Management, Credit Risk, Legal & Compliance, Insights & Analytics, Operations) and external partners (marketing agencies, Loblaw Digital) in support of various initiatives
- Lead the creative development process; working with agency teams to deliver innovative and impactful programs for our customer base

What You'll Need
- University degree with a specialization in Marketing, Business or Commerce
- 3-5 years of related experience in banking/deposits and/or customer lifecycle/CRM
- Strong analytical skills and ability to translate data into business insights through campaigns and A/B testing
- Passion for customer insights and communications to achieve business objectives
- Experience with developing & implementing customer centric strategy & tactics
- Experience working in a fast-paced environment using agile methodologies to continuously launch and iterate on programs
- Experience in briefing and coaching an agency to deliver high impact creative output
- Ability to manage, prioritize and complete multiple projects effectively
- Ability to manage internal and external partners
- Excellent time management skills, capable of managing multiple programs si

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