Director, Acquisition & Retention

Questrade Financial Group•Toronto, ON

2d•Hybrid

About The Position

Questrade Financial Group (QFG) is seeking a Director, Acquisition & Retention to lead the critical revenue-generating phase of the client lifecycle, from prospect to funded, active client. This role is responsible for maximizing 'Conversion Velocity' by reducing friction in the onboarding and funding process. The ideal candidate will leverage expertise in Sales Effectiveness and Strategic Planning to architect the firm's Growth Infrastructure, integrating specialist teams and acquisition squads into a unified 'Hybrid Inbound/Outbound' engine. This leader will own the Scale Paradox for the growth vertical, ensuring improved conversion efficiency and client 'save' rates as lead volume increases, through superior lead-logic, systemic automation, and a culture of 'Extreme Ownership'. QFG offers a diverse, inclusive, and hybrid workplace that combines human-centric collaboration with AI-driven innovation to redefine financial services.

Requirements

University degree in Business, Finance, or Engineering.
10+ years of progressive leadership experience in Financial Services or Fintech, specifically senior sales leadership and financial accountability with a proven track record of delivering bottom-line commercial results against a substantial sales budget and driving scalable growth.
5+ years’ experience in a senior sales management or revenue operations role, with demonstrated success leading large, high-performance teams (40+ people capacity) within a high-volume, hybrid inbound/outbound contact center environment.
Authoritative expertise in Sales Effectiveness frameworks, with a clear history of translating these methodologies into high-impact digital/voice "playbooks" that directly accelerate conversion velocity and maximize revenue.
Advanced experience with Salesforce (CRM) architecture, dialer management systems (e.g., Genesys), and marketing automation tools.
Product ownership & ROI expertise, with a proven ability to build compelling business cases for tech investment by quantifying the impact of conversion friction on top-line revenue.
Exceptional skills in translating complex conversion funnels and churn data into actionable insights.
Strong executive presence with exceptional presentation skills; strong ability to influence Marketing and Product executives to align roadmaps with operational realities.
Creative, adaptable, and a team player with an infectious positive attitude and a drive to lead the industry in "Conversion-to-AUM" metrics.

Nice To Haves

MBA or advanced professional certification in Strategic Sales (e.g., Korn Ferry/Miller Heiman) is highly preferred.
Familiarity with SQL, Power BI, or Tableau is a significant asset.

Responsibilities

Orchestrate a specialist-driven "Growth Middle Office" that manages the complex transition from lead to funded account.
Direct the strategic evolution of Multi-Channel Engagement, optimizing dialer strategies, SMS, and voice interactions for maximum conversion and retention.
Collaborate with the centralized Workforce Management (WFM) team to optimize resource deployment and ensure peak conversion service levels during high-intensity periods.
Foster a culture where specialists act as "Journey Owners," possessing deep product expertise to provide high-fidelity technical guidance and build trust.
Own aggregate pod performance metrics, including Funding TAT, Lead-to-Funded conversion ratios, Propensity-to-Attrite "Save" Success Rates, and NPS for new clients.
Serve as the primary executive stakeholder for the "Acquisition & Retention" technology roadmap, prioritizing CRM (Salesforce) Lead Logic, automated dialer management, and self-service "Save" tools.
Quantify the "Cost of Friction" in the onboarding journey and prepare business cases for Product/Engineering investment in Straight-Through Onboarding and automated account funding.
Champion the strategic adoption of AI and Predictive Analytics, deploying solutions like Propensity-to-Churn Modeling and automated lead nurturing.
Collaborate with Marketing, Product, and Engineering to ensure alignment between top-of-funnel marketing initiatives and operational capacity.
Act as the primary executive bridge between Marketing/Sales channels and the back-office, ensuring operational support and zero "funnel leakage."
Establish and enforce enterprise-wide "Save" protocols to embed specialized retention competencies into the service model.