Manager, Customer Lifecycle

Address:
55 Bloor Street West

Job Family Group:
Customer Solutions

Reporting to the Senior Manager, Value Proposition and Customer Lifecycle Management, Manager - Customer Lifecyle & Value Prop will be responsible for leading the development and execution of various initiatives that help our customers in their journeys towards making real financial progress.

The individual will be required to understand the competitive landscape and provide a compelling value proposition to attract and deepen client relationships.

The individual will also be responsible for end-to-end execution - partnering with internal and external stakeholders to ensure a flawless go to market approach. At the same time, the individual will be required to work cross-functionally, on a regular basis, with product, marketing, process & digitization, risk, sales, and analytics to bring the customer lifecycle journeys and value prop roadmaps to life.
- Identifies emerging issues and trends, assists in the development of strategic plans, and recommends and implements solutions based on analysis and implications for the business.
- Monitors key product performance and growth metrics to identify trends and recommend action plans.
- Supports the execution of strategic initiatives in collaboration with internal and external stakeholders.
- Conducts independent analysis and assessment to resolve strategic issues.
- Develops business cases by identifying needs, analyzing potential options, and assessing expected returns on investment.
- Defines and implements business cases and strategic roadmaps for banking products and services, including project and budget approvals.
- Provides recommendations on products relevant to specific customer segments throughout their lifecycle.
- Supports change management of varying scope and type; tasks typically focused on execution and sustainment activities.
- Works with partners to develop salesforce training and materials and manages change.
- Designs, implements, manages, and enhances a single product or suite of products throughout the product lifecycle.
- Develops, implements, and monitors key metrics and action plans to optimize financial performance
- Continuously improves processes to identify issues and deliver optimal customer experience.
- Works on marketing strategy, including automation, offers and campaigns, and works with Marketing and other partners to execute.
- Works independently and regularly handles non-routine situations.
- Broader work or accountabilities may be assigned as needed.

**Knowledge, Skills & Qualifications**:
**Preferred**:

- 5-7 years relevant Lifecycle Management, Consulting and/or Project Delivery roles in customer focused industries
- Strong knowledge of banking product management and associated industry and regulatory requirements
- Experience in executing customer strategies, particularly those that required co-ordination and project management across the organization with multiple key stakeholders
- Prior retail and business banking experience is an asset
- Master’s Degree (MBA preferred)

**Required**:

- Excellent relationship development and management skills
- Ability to influence and lead diverse and cross functional groups; experienced change agent
- Strong quantitative skills with the ability to analyze issues, consolidate learning to develop strategies and business cases
- Ability to prioritize and manage multiple assignments simultaneously
- Team oriented, flexible, collaborative
- Results oriented, driven and self-motivated with a commitment to excellence
- Advanced PowerPoint and Excel skills

**We’re here to help**

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one - for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.