Director of Client Lifecycle Management

1 month ago

Old Toronto, Ontario, Canada Scotiabank Full time
Job Title: Director, Client Lifecycle Management

About the Role:

We are seeking a highly skilled and experienced Director to lead our Client Lifecycle Management team. As a key member of our organization, you will be responsible for overseeing the strategy and operations of the entire client lifecycle, from initial prospecting and onboarding to ongoing engagement, experience, and re-engagement.

Key Responsibilities:

  • Develop and implement client lifecycle management programs across all jurisdictions, ensuring a seamless and compliant client experience.
  • Partner with internal and external stakeholders to design and implement client lifecycle management solutions that enhance client value and satisfaction.
  • Lead the development of standards and guidelines for client reach strategies, including social media, marketing assets, client events, and sponsorship events tailored to specific client segments and markets.
  • Collaborate with cross-functional teams to ensure seamless integration and execution of client journey stages.
  • Monitor the performance of client lifecycle management processes against established KPIs and implement necessary changes.
  • Drive improvements in client acquisition, referrals, deepening, primacy, and retention using data-driven approaches and feedback from client experience surveys.
  • Lead the implementation and rollout of the NPS across all jurisdictions, ensuring consistent data collection and feedback processes.

Requirements:

  • Master's degree or MBA preferred with 8+ years of relevant experience in financial services.
  • Strong understanding of Wealth Management business, including Brokerage, Private Banking, Offshore, and Trust offerings.
  • Experience in leading client discovery and developing future state client journey proposals.
  • Expertise in client experience, engagement, retention, and acquisition.
  • Fluency in Spanish is an asset; on-the-ground experience working in Latin America is an asset.
  • Exceptional verbal and written communication skills in English and Spanish, and ability to build solid relationships at all levels and across geographies.

What We Offer:

At Scotiabank, we value the unique skills and experiences each individual brings to the Bank and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation during the recruitment and selection process, please let our Recruitment team know. Candidates must apply directly online to be considered for this role.

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