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Director, Client Lifecycle Management

2 months ago

Toronto, Ontario, Canada Scotiabank Full time

About the Role

We are seeking a highly skilled and experienced professional to lead our Client Lifecycle Management efforts. As a key member of our team, 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 marketing assets, client events, and sponsorship events tailored to specific client segments and markets.
  • Act as an internal coach and thought leader for client lifecycle management programs.
  • 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, identify areas for improvement, 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.
  • Maintain expert understanding of the latest client lifecycle management and CX industry trends and innovations.
  • Facilitate the sharing of client management best practices between domestic and international markets.
  • Prepare high-standard presentations on a monthly/quarterly basis, related to client lifecycle management insights.

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.
  • Strong problem-solving abilities to identify client pain-points and propose solutions.
  • Solid project and process management and change management skills.
  • Strong strategic influencing, coordination, prioritization, and execution skills.
  • Advanced presentation skills and adaptability to change.
  • Sales management experience, including goal setting, performance monitoring, and coaching.