Director of Client Lifecycle Management

1 month ago

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

Scotiabank is seeking a seasoned professional to lead our Client Lifecycle Management team. As a key member of our Wealth Management division, you will be responsible for developing and implementing strategies to enhance client satisfaction and retention across all markets.

Key Responsibilities:

  • Develop and execute client lifecycle management programs to drive client engagement and retention.
  • Partner with cross-functional teams to design and implement client experience solutions that meet business objectives.
  • Lead the development of client reach strategies, including social media, marketing, and sponsorship initiatives.
  • Collaborate with internal stakeholders to ensure seamless integration and execution of client journey stages.
  • Monitor and analyze client feedback to identify areas for improvement and implement necessary changes.
  • Drive business growth through data-driven approaches and client experience surveys.
  • Stay up-to-date with the latest client lifecycle management and CX industry trends and innovations.

Requirements:

  • Master's degree or MBA with 8+ years of 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.
  • 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.

Location: Canada : Ontario : Toronto

Scotiabank is an equal opportunities employer and welcomes applications from diverse candidates. If you require accommodation during the recruitment and selection process, please let our Recruitment team know. Candidates must apply directly online to be considered for this role.

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