Customer Engagement Strategy Manager

Valley National Bank•Morristown, NJ

About The Position

The Customer Engagement Strategy Manager sets the engagement strategy to help bankers uncover customer needs, deepen relationships, and connect customers with appropriate solutions. The role defines needs discovery, customer profiling, and conversation approaches, and develops lead and opportunity logic to identify and rank opportunities within existing books of business. The manager advances customer insights, Next Best Action, recommendations, and AI-assisted guidance so bankers receive relevant prompts during conversations. In partnership with business leaders and cross-functional teams, the role establishes the vision, roadmap, and priorities for engagement tools, including CRM, and evaluates adoption and effectiveness using customer, colleague, business, and platform data. The position creates continuity across interactions and business partners, presents recommendations to leadership, and influences priorities and decisions. It also escalates significant business, operational, or strategic issues and complies with applicable regulations, policies, procedures, and required training, including BSA, the USA PATRIOT Act, and OFAC.

Requirements

Knowledge of Retail, Small Business, and Mortgage Banking sales models, customer acquisition strategies, and referral management practices.
Knowledge of sales effectiveness principles, coaching methodologies, performance management, and regulatory requirements.
Skill in designing and optimizing sales processes, operating routines, and performance frameworks to improve business outcomes.
Skill in leveraging data, analytics, and insights to drive decisions, identify opportunities, and improve execution.
Skill in leading change initiatives, influencing stakeholders, and driving adoption across multiple business lines.
Ability to translate strategic objectives into scalable processes, standards, and measurable results.
Ability to foster cross-functional collaboration, accountability, and continuous improvement while balancing growth, customer experience, and risk objectives.
Bachelor's degree in business, finance, marketing, technology, or a related field, or an equivalent combination of education and relevant professional experience.
At least 5 years of experience in strategy, customer engagement, sales enablement, banking, digital platforms, product, or a related discipline.
Working knowledge of banking, sales and service, customer experience, and colleague workflows, with the ability to translate business needs into roadmaps.
Strong analytical skills and the ability to interpret customer, colleague, business, and platform data and convert it into actionable recommendations.
Clear written, verbal, and executive presentation skills, with the ability to influence and facilitate alignment among business lines with competing priorities.
Proven ability to lead multiple strategic workstreams across cross-functional teams, work through ambiguity, and independently drive work forward.

Nice To Haves

Experience with CRM, engagement platform, or digital tool initiatives in financial services.
Experience working across multiple business lines with senior leadership.
A strategy, project management, or change management certification.

Responsibilities

Set engagement strategy to help bankers uncover needs, deepen relationships, and match customers with appropriate solutions.
Define needs discovery, customer profiling, and conversation approaches for personalized, relationship-based engagement.
Build lead and opportunity logic to surface and rank opportunities within existing books of business.
Advance customer insights, Next Best Action, recommendations, and AI-assisted guidance for bankers.
Work with business leaders and cross-functional teams to set the vision, roadmap, and priorities for engagement tools, including CRM.
Measure adoption and effectiveness using customer, colleague, business, and platform data, and use findings to guide future priorities.
Create continuity across interactions and business partners so colleagues work together around customers across channels and lines of business.
Present recommendations to leadership, build alignment, and influence priorities and decisions.
Escalate significant business, operational, or strategic issues.
Comply with applicable regulations, policies, procedures, and required training, including BSA, the USA PATRIOT Act, and OFAC.