Senior Manager, Campaign Strategy & Optimization

BMO•Toronto, ON

1d•CA$86,000 - CA$160,000•Hybrid

About The Position

The Senior Manager Campaign Strategy & Optimization helps develop and execute 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 Senior Manager will also be accountable for improving and developing campaign processes resulting from new capabilities that integrate into campaign operations.

Requirements

Have a minimum of 5 years experience in direct to customer targeted communications, preferably with a history of consulting and track record of driving change.
Proven experience in Optimization, including developing strategies and implementation.
Excellent analytical and problem-solving skills.
Demonstrated leadership skills and strategic thinking.
Proven ability to thrive in a high volume, high intensity, changing environment.
Highly developed verbal and written communication skills, with the ability to communicate to Senior Leadership in a clear, concise, and professional manner.
Expertise in project management and process design and management.
Strong organizational and time management skills.
Expertise in analytics and financial analysis.
Technical experience working in analytical software (SAS, SQL, Power BI), and business software (Teams, Excel, PowerPoint, Word) is required.
Advanced relationship management and negotiation skills.
Post-secondary education (degree)

Nice To Haves

Technical experience doing data analysis in a Cloud Data Environment an asset.

Responsibilities

Ability to deploy the Customer Optimization strategy within and across channels to increase revenue, improve response and drive improved customer & frontline satisfaction.
Manage and continuously improve overall customer communication within and across channels.
Overall reporting of targeted Customer communications for the Customer Optimization team as well as channel performance.
Proactively translate analytics into simple and actionable insights with recommendations accessible to Leadership and business partners alike.
Ensure consistent alignment of strategy and analytics initiatives with channels and other LOBs.
Manage and lead the data requirements for targeted customer communications to ensure speed to market and error free execution of targeted customer communications.
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/they 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.
Customer Optimization Optimizing Customer Contact strategies within and across channels.
Implement 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 the data requirements for optimization, communication and measurement.
Management of overall customer communication within and across channels
Manage a framework to prioritize what programs use what channels.
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.
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.
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.
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 strategy and business requirements to advance customer communication capabilities for customers and sales force.
Develop requirements for capability gaps to support the communication 3-year strategy and roadmap.
Provide oversight and management of all campaign processes to ensure consistency across business lines and countries.
Drive the change management of new processes, data and obtain buy in from business partners and internal Data Analytics Centre of Excellence team.
Lead projects that enhance Customer Optimization’s ability to deliver best in class targeted customer conversations including new channel capabilities, new data elements.
Identifying process issues/challenges that impact customers and employees.