Strategic Client Retention Manager

2 weeks ago

Old Toronto, Ontario, Canada HomEquity Bank Full time
Job Summary

The Strategic Client Retention Manager will play a key role in developing and implementing client loyalty strategies to retain business, increase loyalty, and maximize revenue opportunities. This role will lead the loyalty pilot and manage the day-to-day activities related to communicating with clients, understanding their needs, deciding on an offer that meets both client and the bank's needs, and orchestrating the offer fulfillment process.

The ideal candidate will have demonstrated experience in planning and implementing marketing and client retention strategies, with a strong focus on data-driven marketing approaches and marketing/retention strategies. They will also possess excellent client communications and relationship management skills, as well as strong quantitative skills to analyze and influence customer churn management behaviors.

The Strategic Client Retention Manager will work closely with the Corporate Data Analytics, Strategy, Operations, and Marketing & Sales teams to gather information and assess approaches to achieve client retention goals. They will also mentor, train, and manage a team of Loyalty Specialists, providing day-to-day functional and technical guidance, enabling best practices in communicating with clients via phone/email to understand their needs, design appropriate offers, and orchestrate the offer fulfillment process.

Key Responsibilities:

  • Develop and implement client loyalty strategies to retain business, increase loyalty, and maximize revenue opportunities.
  • Lead the loyalty pilot and manage the day-to-day activities related to communicating with clients, understanding their needs, deciding on an offer that meets both client and the bank's needs, and orchestrating the offer fulfillment process.
  • Mentor, train, and manage a team of Loyalty Specialists, providing day-to-day functional and technical guidance, enabling best practices in communicating with clients via phone/email to understand their needs, design appropriate offers, and orchestrate the offer fulfillment process.
  • Work closely with the Corporate Data Analytics, Strategy, Operations, and Marketing & Sales teams to gather information and assess approaches to achieve client retention goals.
  • Collaborate with internal stakeholders, including client relations, sales, and marketing, to gain insight and develop high-quality content and segmented marketing approaches to increase retention.

Requirements:

  • Demonstrated experience in planning and implementing marketing and client retention strategies.
  • Experience with data-driven marketing approaches and marketing/retention strategies.
  • Excellent client communications and relationship management skills.
  • Strong quantitative skills to analyze and influence customer churn management behaviors.
  • Creative and continuous improvement mindset.

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