Director of Contact Center Customer Growth
About The Position
The Director of Contact Center Customer Growth leads a team focused on new business development through customer acquisition and deepening relationships with existing customers. The role drives business results, shapes team culture, develops strategy, maintains operational excellence, and cultivates talent. It is based in Williamsville, New York, and described as hybrid out of the Amherst Center. The Director partners with digital and business sales leaders to drive customer success and growth, identifies and prioritizes opportunities across businesses and product groups, and manages initiatives through intake and execution with Lines of Business, CX, Digital, and Marketing. The role develops strategies aligned with employee experience, customer experience, operational, and financial goals, and leads the team in connecting digital and marketing efforts with business experts in the field to cultivate opportunities, set appointments, and open accounts. The position also oversees team development and performance, uses analytics to improve results, applies industry knowledge and competitive practices, and reviews procedures to improve efficiency and manage resources. It includes responsibility for talent management, risk and regulatory standards, internal controls, audit and regulatory issues, and promoting an environment that supports diversity and reflects the M&T Bank brand.
Requirements
- Bachelor’s degree or equivalent work experience.
- Seven to ten years of experience in a marketing, demand generation, or sales development environment.
- Five to seven years of experience leading ambitious and innovative teams.
Nice To Haves
- MBA or equivalent work experience (15+ years of marketing or sales management).
- Experience in digital marketing or digital account opening.
- Experience in demand generation from a marketing or sales perspective.
- Experience navigating multidisciplinary teams, dealing with conflicts, and overcoming obstacles.
- Experience working in an agile environment, designing iteratively, and/or using rapid test-and-learn approaches.
- Experience leading teams with sales goals and exceeding expectations.
- Financial services sales or marketing experience.
- Experience working in a remote sales environment.
Responsibilities
- Develop partnerships with digital leadership and business sales leaders to drive customer success and business growth.
- Lead growth goals across businesses and product groups by identifying opportunities, prioritizing them based on value and effort, and managing work intake and execution with Lines of Business, CX, Digital, and Marketing.
- Develop a strategic plan that supports business growth and achieves employee experience, customer experience, operational, and financial goals.
- Lead the team in connecting digital and marketing efforts with business experts in the field by cultivating early-stage opportunities, setting appointments, and opening accounts.
- Attract, motivate, coach, develop, and retain talent; establish expectations, provide sales and product learning opportunities, and hold team members accountable for behaviors and results.
- Use data and analytics to provide performance updates, identify insights, and iteratively improve performance.
- Apply and share industry knowledge and competitive best practices; develop strategies to achieve competitive advantages and support corporate priorities.
- Routinely evaluate procedures and policies and drive changes that increase operational efficiency, maximize resources, and minimize expenditures.
- Manage talent proactively through development plans, performance appraisals, promotions, salary recommendations, performance management, and terminations as appropriate, while ensuring these practices are followed throughout the organization.
- Adhere to company risk and regulatory standards, policies, and controls; design, implement, maintain, and enhance internal controls, and escalate risk-related issues to management.
- Maintain internal control standards, including timely implementation of internal and external audit points and applicable issues raised by external regulators.
- Promote an environment that supports diversity and reflects the M&T Bank brand.
- Complete other related duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Director
