Director Customer Optimization

33 Dundas Street West Toronto Ontario,M5G 3C2

The Director Customer Optimization & Process Management develops and leads the strategy to optimize customer contacts within and across channels. The leader will work closely with P&BB product and channel leaders to drive incremental revenue and ensure that targeted communications are continually improving performance and results. The leader will also be accountable for improving and developing campaign processes, developing new capabilities that integrate into campaign operations and to ensure consistency and adherence to the processes that are developed.

Responsibility & accountability include:

- Customer Optimization strategy within and across channels to increase revenue, improve response and drive improved customer & frontline satisfaction.
- Management of overall customer communication within and across channels.
- Building and developing advocacy of customer communications and their effectiveness with frontline sales staff and business partners.
- Overall reporting and analytical insights of targeted Customer communications for the Customer Optimization team as well as channel performance.
- Manage and lead the data requirements for targeted customer communications to ensure speed to market and error free execution of targeted customer communications.
- Develop and manage campaign processes to ensure consistency, standardization and efficiencies across campaign execution.

As a domain expert, this leader will work to integrate and simplify insights _across _the analytics teams to provide relevant, fast, clear facts to the business to shape ongoing decisions. He/she is the owner of the ongoing prioritization of the plan against set business priorities working in close partnership with business partners to ensure all initiatives align to business priorities and growth plans.

This role will proactively advise business leaders on the right analytical approach and solutions to drive the business forward. He/she will lead a team of 5+ consisting of Senior Managers and Analysts.

**Customer Optimization**
- Optimizing Customer Contact strategies within and across channels.
- Develop a 3-year cross-channel strategy and roadmap to optimize customer contact and net revenue.
- Determine the optimal customers and channel(s) to communicate to, to maximize value.
- Maximize the effectiveness of channels based on capabilities and capacity of those channels.
- Develop customer centric approach to communications.
- Manage and lead the data requirements for optimization, communication and measurement.

**Management of overall customer communication within and across channels**
- Develop and manage a framework to prioritize what programs use what channels.
- Approve and monitor campaigns/programs in channels and recommend changes to optimize channel effectiveness and results.
- Regularly optimize and prioritize programs within and across channels to generate the greatest returns.
- Develop and manage communication prioritization, scoring and approval processes.
- Lead the Customer Optimization Committee, gaining alignment on priorities and strategies for Customer Optimization across the organization.
- Establish channel-based criteria to determine thresholds to leverage the channels and determine the prioritization of the programs within channels.
- Manage all new channel capabilities required for customer conversations and ensure new capabilities align to strategy.

**Build confidence and advocacy of customer communications and their effectiveness.**
- Work with Sales Effectiveness to identify obstacles and opportunities to drive revenue and improve employee experience.
- Develop educational information to be leveraged to increase frontline knowledge and belief of communication programs.
- Collaborate directly with branches and regions to devise strategies and tactics to increase action rates and lead results.

**Reporting and insights**
- Lead the development and management of the consolidated customer communications reporting and insights to track the effectiveness of the Customer Optimization teams overall success and contribution to the organization.
- Analyze channel and program results to develop strategies that drive changes to channel priorities, optimization, and business results.

**Data**
- Define new data elements required for customer communications to ensure that communications are incorporated seamlessly into existing processes.
- Represent Customer Optimization at data governance forums ensuring that the team’s interests and requirements are represented to ensure effective use and delivery of data and campaigns.
- Oversee testing and validation of Customer Optimization data elements to ensure seamless delivery of campaign execution.
- Responsible and accountable for the campaign metadata for Customer Optimization.

**Campaign Process management & governance**
- Provide oversight and management of all campaign processes to ensure consistency across bus