Director of Strategic Customer Development

3 weeks ago

Toronto, Ontario, Canada Scotiabank Full time

Drive Customer-Centric Growth

In this role, you will:

  • Foster a customer-focused culture within your team, leveraging Bank relationships, systems, and knowledge to develop best-in-class, customer-first strategies.
  • Create a clear vision for new customer acquisition, encompassing mass and strategic customer segments, supported by clear acquisition, engagement, and retention KPIs.
  • Lead and oversee the design, flawless execution, and ongoing optimization of marketing programs to achieve target revenue and profitability objectives for the Retail Products Portfolio.
  • Utilize research, past campaign performance, data insights, and emerging customer trends to create high-impact customer acquisition, onboarding, and deepen customer relationships through needs-based cross-sell and engagement strategies.
  • Spearhead strategic go-to-market programs to capture new customer market share, aligning stakeholders and working closely with partners across the Bank to achieve seamless execution.
  • Develop omnichannel customer experiences that provide broad coverage of customer segments and create a seamless customer journey into the Bank, leveraging both offline and digital channels.
  • Support the Bank's ongoing focus on customer centricity and personalization, working with product and strategy teams to ensure that product value propositions meet the needs of both mass customer segments and strategic Bank segments.
  • Optimize return on marketing dollars by performing necessary analysis, test/learn, and creating sound business justification for targeted investment.
  • Develop and foster a high-achieving, motivated team through sustained leadership activities that encourage self-awareness and personal development and career development amongst the team.
  • Understand how the Bank's risk appetite and risk culture should be considered in day-to-day activities and decisions.

Do you have the skills to succeed in this role?

  • Post-secondary education with a focus in Business.
  • Multiple years of management experience, including in Product Management, Program Delivery, and Marketing.
  • Understanding of Retail Products financials and P&L levers.
  • Strong strategic thinking, customer-centricity, and results-focus skills.
  • Strong leadership and collaboration skills, with the ability to lead a cross-functional team to drive desired outcomes.
  • Strong written and verbal communication skills, good corporate presence, and ability to synthesize and communicate complex information to various audiences.
  • Ability to deliver results in a fast-paced, challenging, and dynamic business environment.

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