Senior Client Retention Manager
4 weeks ago
At HomeEquity Bank, we're passionate about helping Canadian homeowners live retirement on their terms. As a key contributor to our client loyalty strategies, you'll play a crucial role in retaining business, increasing loyalty, and maximizing revenue opportunities.
Key Responsibilities- Mentor and manage a team of Loyalty Specialists, providing guidance on functional and technical aspects.
- Contribute to the development of retention strategies in partnership with Data Analytics, Strategy, Operations, and Marketing & Sales teams.
- Work with Corporate Data Analytics to identify attrition characteristics and develop models to predict customer churn.
- Collaborate with internal stakeholders to gain insight and develop high-quality content that resonates with clients.
- Map a seamless customer journey that maximizes Lifetime Value (LTV), incorporating various touchpoints such as website, email, customer service, direct mail, SMS, and physical communication.
- 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 with a proven track record of analyzing and influencing customer churn management behaviors.
- Creative and continuous improvement mindset.
- Experience in financial services is an asset; working knowledge of the mortgage industry preferred.
We pride ourselves in recognizing and celebrating performance, community service, teamwork, and diversity among our employees. HomeEquity Bank is committed to an inclusive, equitable, and accessible workplace. Accommodations are available on request for candidates taking part in all aspects of the selection process.
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