Retail Affinity Program Manager

3 weeks ago

St Catharines, Canada Meridian Credit Union Full time

**Who we are**:
Meridian’s dedication to helping Canadians goes beyond banking, it’s about achieving a better life Thriving communities are essential to the individual well-being of our Members and the overall well-being of Canadians.

At Meridian, we’re committed to providing exceptional banking, services, security, and advice so our Members can get everything they want from their money, and their lives

Find our story here: About Meridian

**Our Retail Banking Practice**:
At Meridian, our vision is to be recognized as the financial institution that has the most local impact, supported by a purpose-driven value proposition to our Members.

We have a passion for Member Experience, ensuring that Meridian maintains its tradition of exceeding Member expectations and “Bringing the Member Experience to life”. We deliver Advice based banking, providing tools that reduce complexity, offering information, and motivating our Members to reach their overall financial goals.

We thrive through our growth mindset - being adaptive, resilient, resourceful and creative. Our teams seek and receive feedback to continuously improve, learning from successes and mistakes. We are collaborative, highly engaged and communicate thoughts and ideas in a respectful environment. We value diversity of thoughts and promote inclusion.

Our Retail teams work alongside our partners and align financial strategies and activities to support our Members holistic financial growth - Wealth, Small Business, and Mobile Mortgage Specialists to ensure value added delivery of Member centric products/solutions.

We are driven by delivering an exceptional Member Experience and thrive within the changing landscape of the financial services industry.

**About this role**:
The Retail Affinity Lead is a new role in 2023 aligned with the Strategy of welcoming new Members who are acquired through partnerships as well as Business Banking employees. This role will be the Retail SME and lead, and work closely with the Shared Services Partnership team who will establish new relationships. This role will be accountable to support Member facing roles who welcome new Members, provide the Affinity offering, tracking new Members & PPM. This role will be the Retail relationship owner and interact with external partners to build and enhance the programs to meet and exceed Affinity Member needs.

The Retail Affinity Lead is responsible for developing the roadmap and plans as well as implementation and measurement of engagement programs and initiatives designed to ensure Affinity Members feel valued, appreciated, and confident in their financial wellbeing through personalized and meaningful experiences.

This is an individual contributor role reporting into the Director of Retail Product.

**Key Responsibilities**

This role will be accountable for:

- Partnering with Shared Services Partnership team who will establish cross business alignment for new and existing relationships
- Affinity Retail Program SME
- Lead quarterly review of program internally with Stakeholders and host external quarterly touchpoints with Affinity Partners
- Program details and SME for all channels including Branch, Contact Centre, MMS and Digital
- Build Member Confidence Affinity Webinar in a box content to be available for Member Facing roles
- Build and maintain Tracking/scorecard - YTD / Program to Date / Member Satisfaction / PPM
- Affinity Loyalty Champion/Challenger Programs
- Build 100 day and retention program for Affinity acquired Members
- Partner with Marketing on external content to be created.
- Partner with Digital on unique offerings required outside of MCU product line up
- Host Affinity Events - 2x quarter
- Affinity to include:

- Underserved markets ie. HFH, MNO
- New to Canada
- Professional Students
- Business Banking Employee Programs
- ESG Partnerships

**Specific Accountabilities**
- Leverage continuous improvement principles as well as insights from Member and employee feedback programs, competitive research, and industry best practices to identify opportunities to meet strategic objectives, achieve annual targets and propose program enhancements.
- Complete in-depth analysis of Member feedback and program results. Leverage in-depth analysis to develop and communicate results to stakeholders across all levels and functional areas of the organization.
- Support ongoing management of the program (survey data files, communication, etc.).
- Implement ongoing program user training. Identify gaps as well as develop and implement plans to eliminate training gaps.
- Ensure existing program resources and training materials are kept current. Identify gaps and develop new resources and training materials where required.
- Support program users through fulfillment of ad hoc requests.
- Manage relationships with external program partners. Explore new opportunities and organizations with products and services that may benefit Meridian’s program. Facilitate discussions w

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