Manager, Product and Loyalty, Proprietary Credit

3 weeks ago

Toronto, Canada BMO Financial Group Full time

33 Dundas Street West Toronto Ontario,M5G 3C2

**Manager, Product and Loyalty**

The Manager, Product & Loyalty will support the Senior Manager to drive substantial growth to BMO’s proprietary credit card products. You will be actively involved in developing the product strategy and managing the day-to-day for several credit card products to enhance customer experience, drive increased acquisition, and optimize product profitability.

You will work across cross-functional teams to oversee many aspects of the customer lifecycle from acquisition, engagement, and retention, as well as support execution of strategic projects for the bank including launching new products and programs.

**Key Accountabilities**:
**Product development**
- Create strategic product roadmaps that align with the overall card’s strategy.
- Leverage data and analytics to identify strategic opportunities to drive growth and optimize the product P&L.
- Develop detailed financial business cases to support strategic opportunities such as changes to products and features, new product development, loyalty enhancements, etc.
- Work across cross-functional teams to support execution of strategic projects for the bank.
- Prepare performance updates to measure the impact of strategic changes, identifying key insights, and recommendations.
- Support new product development opportunities from concept ideation, business case development, and execution.

**Day-to-Day Product management**
- Proactively identify opportunities to improve customer experience, marketing, and sales creative, streamline processes, etc.
- Regularly conduct research on competitor products and new market trends.
- Prepare monthly product-level performance updates, summarizing key insights and trends to drive growth to cards, and optimize the product P&L.
- Review and provide approvals on customer-facing marketing and sales creative, providing constructive feedback to optimize campaign results.
- Collaborate with Finance to support ongoing forecasting activities on product performance and rewards costs.
- Manage customer escalations on an ongoing basis by coordinating with several stakeholders to investigate root cause and oversee remediation activities

**Loyalty Management**
- Assist in the development strategic roadmaps and lead execution of opportunities to drive greater customer loyalty and engagement.
- Oversee the successful operation of the cashback redemption website by establishing and monitoring controls.
- Identify opportunities to enhance the user experience for cashback redemption.
- Work with external vendors to resolve issues, defects, implement changes to rewards programs, and the user website experience.
- Identify opportunities to improve collaboration with external vendor and enhance customer experience and NPS.
- Provide ongoing reporting on customer redemption activity and engagement.
- Own the Cashback loyalty budget, keeping track of invoices and costs against budget.

**Qualifications**:
**Experience**
- Minimum 3 - 5 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
- Strong experience with consumer / commercial credit applicable to retail and business financing products.
- Strong experience working with retail and business product fundamentals, including product design, functionality, and related policies and procedures
- Strong knowledge of product delivery infrastructure systems and underlying product interdependencies.
- In-depth retail and business banking environmental awareness / understanding.
- In-depth risk management associated with new and existing product development and management.
- Strong knowledge of process coordination and management.
- Strong knowledge of banking product management and associated industry and regulatory requirements.

**Competencies**:

- Building business cases - in-depth
- Researching market trends - in-depth
- Relationship management - in-depth
- Analytics and reporting - in-depth
- Product marketing - in-depth
- Negotiation skills - good
- Software and systems architecture knowledge - good/in-depth
- Financial Understanding - good/in-depth
- Deep knowledge and technical proficiency gained through extensive education and business experience.
- Verbal & written communication skills - In-depth.
- Collaboration & team skills - In-depth.
- Analytical and problem-solving skills - In-depth.
- Influence skills - In-depth.
- Data driven decision making - In-depth.

**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

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