This list contains only the countries for which job offers have been published in the selected language (e.g., in the French version, only job offers written in French are displayed, and in the English version, only those in English).
We are seeking a Manager, Customer Journey Management for our client's Credit Card Portfolio for a 12-month contract, this is a hybrid role which requires the talent to work onsite at our client's office 4 days per week. This role defines, executes, and optimizes the end-to-end digital marketing customer journeys across organic, owned, and paid channels. You will act as a strategic advisor, collaborating closely with marketing teams and business line stakeholders to define targets and requirements for digital campaigns. This position also involves working with digital platform subject matter experts in dedicated squads to generate an integrated, customer-centric, digital marketing plan across all customer journey touchpoints. Success in this role requires a strong ability to manage and prioritize support for multiple initiatives, a high level of coordination, attention to detail, and critical ongoing interaction with marketing peers and internal business line customers.
Job Responsibility:
Champion a customer-first strategic approach, coordinating cross-functional digital teams in the creation and flawless execution of end-to-end digital marketing customer journeys across organic, owned, and paid digital channels for assigned lines of business
Focus on a seamless customer journey, ensuring consistent messaging across all touchpoints to provide an optimal brand and customer experience
Plan and execute campaigns across authenticated digital channels (Online banking, Mobile banking app, ABM)
Oversee execution across other digital channels (.COM & Paid) for customer acquisition, sales, engagement, and adoption campaigns
Deliver post-campaign analysis with insights and recommendations that add value for the customer and inform future initiatives
Coordinate platform subject matter expertise to proactively identify and recommend future campaigns and initiative improvements by staying ahead of emerging customer needs, digital marketing tactics, channel metrics, industry best practices, and A/B/multivariate test results
Provide input to support the strategy for evolving authenticated and unauthenticated digital banking channels
Participate in Agile squads/sprints as a Subject Matter Expert to shape and develop new functionality, user experiences, customer journeys, and other initiatives to drive sales, online/mobile banking adoption, and customer engagement
Lead all campaign testing activities across channels, including coordinating launch dates, optimizing the marketing calendar, and managing operational escalations
Requirements:
Minimum of 3-4 years of digital direct-to-consumer marketing experience
Strong initiative, forward thinking, and creative problem-solving skills with the ability to create or stimulate integrated cross-disciplinary strategic marketing solutions
Superior communication skills with the ability to influence and guide strategy, campaign testing, and optimizations
High attention to detail, exceptional organization, and strong project management skills
Previous experience in financial services with Credit Cards and/or Unsecured Lending
What we offer:
The position is crucial for driving sustained and profitable revenue growth through the planning and execution of benefit-led customer engagement programs. Candidates will have a direct impact on achieving the Canadian Bank's strategic objectives
You'll collaborate closely with Customer Journey management groups, planning and executing programs through an agile, squad-led methodology. This offers invaluable experience in modern, highly collaborative marketing workflows and exposure to the marketing technology stack
You will lead and execute engagement strategies across a credit card portfolio, involving strategic direction, rule-based hyper-targeting, and analysis of market research and data. This level of end-to-end ownership allows you to leverage your expertise in driving performance growth across multiple KPIs
This is a 12-month contract position, offering you an opportunity to make a long-term impact on our client's organization