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Strategic Client Lifecycle Management Leader

1 month ago

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

Scotiabank is seeking a highly skilled and experienced Director to lead our Client Lifecycle Management team. The successful candidate will be responsible for overseeing the strategy and operations of the entire client lifecycle, from initial prospecting and onboarding to ongoing engagement and re-engagement.

Key Responsibilities:

  • Lead the implementation and rollout of client lifecycle management programs across all jurisdictions and manage the end-to-end delivery, including customer journey mapping.
  • Partner with internal and external stakeholders to design and implement client lifecycle management solutions that enhance client value and satisfaction.
  • Develop and maintain standards and guidelines for client reach strategies, including social media, 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.
  • Work closely with marketing, sponsorship, and communication teams to ensure effective deployment of client reach initiatives and standards.
  • Monitor the performance of client lifecycle management processes against established KPIs and identify areas for improvement.
  • 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 and establish a closed-loop feedback discipline to capture and address client feedback effectively.
  • 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.
  • Build a high-performance environment and implement a people strategy that attracts, retains, develops, and motivates the team.
  • Ensure effective and efficient operations while adhering to day-to-day business controls to meet obligations related to operational risk, regulatory compliance risk, AML/ATF risk, and conduct risk.
  • 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.
  • 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.
  • Solid project and process management and change management skills.
  • Sales management experience, including goal setting, performance monitoring, and coaching.
  • Experience in applying design thinking frameworks in support of transformational change programs and initiatives is an asset.