Senior Manager, Investor Engagement Marketing

Questrade Financial Group•Toronto, ON

69d•$130,000 - $160,000•Hybrid

About The Position

The Senior Manager, Investor Engagement Marketing within Questrade is a pivotal role defining, developing, and executing a comprehensive, multi-channel communication strategy that effectively engages, informs, and nurtures relationships for Questrade’s investment products and services. This role requires a strategic visionary with a deep understanding of customer behavior, advanced communication channels, and sophisticated, data-driven decision-making. Your leadership will empower our prospects and customers with knowledge, drive engagement, and help them understand our products and respond to new customer demands, ensuring our "Grow my Wealth" mission is met. In this highly cross-functional and strategic role you will need to build relationships with a variety of stakeholders and work with these partners to design best-in-class engagement strategies that drive customer value and loyalty.

Requirements

Have at least 10 years of relevant CRM, CBM or lifecycle marketing experience with a proven track record in developing and executing scalable campaigns that drive customer engagement, loyalty, and exceed business results with a strong understanding of various marketing channels. This includes at least 3+ years in a senior leadership or managerial role, with direct experience managing a team of specialists or managers.
Have in-depth knowledge and experience with CRM principles, best practices, and tools (e.g. Braze, Marketo) to drive success
Have ambition and humility. You don't accept the status quo simply because "it's what we've always done." You push for better, newer, and more innovative ways to do things—all while staying humble.
Have the ability to identify actionable insights. You understand the importance of and have experience making data-driven decisions.
Have the ability to collaborate and listen. You value relationship building, are confident in asking others how to help clear roadblocks, and a genuine want to understand the opinions of others in order to incorporate it into strategies.
Have the ability to adapt. You are adaptable and can manage complex projects simultaneously, with a keen eye for prioritization.
Have the ability to communicate effectively. You have advanced written and verbal communication and interpersonal skills and are comfortable presenting work to stakeholders and audiences of various levels.
Have a solid understanding of how to build trust and influence cross-functional stakeholders across the organization.
Have excellent organization skills and strong attention to detail.
Have a keen interest in or experience in the financial services and/or investment industry.
Have a bachelor’s degree in business, marketing, communications, or related field (preferred).

Nice To Haves

Investment industry experience (an asset).

Responsibilities

Strategic Engagement Planning & Leadership: Lead the strategic planning and oversee the execution of comprehensive lifecycle engagement campaigns to significantly increase customer loyalty, advocacy, and lifetime value across our multi-channel marketing hub (MMH), including email, SMS, platform, customer journeys, and triggers.
Long-term Strategy & Innovation: Develop and champion long-term customer and program strategies by leading in-depth analysis of market trends, competitor activity, and industry reports to make informed, forward-looking decisions that proactively drive growth and profitability.
Personalization & CX Excellence: Define, champion, and optimize goals, target audiences, advanced messaging and robust testing frameworks, and key performance indicators (KPIs) for various customer segments and channels. Drive hyper-personalization with 1:1 communications based on customer behavior to guide them along their own unique journeys at Questrade.
Cross-Functional Strategic Partnership: Collaborate and influence cross-functionally to develop and implement meaningful behavior-based triggers that significantly improve the customer experience with timely, in-moment communications, consistently delivering positive results across the organization.
Advanced Data & Analytics Leadership: Lead advanced data and analytics efforts to rigorously measure the impact of all communication initiatives and make sophisticated, data-driven decisions to continuously improve results and marketing effectiveness.
Strategic Budget Management: Manage the engagement forecasting and budget, ensuring efficient allocation of resources, identifying significant opportunities to maximize ROI, and contributing to regular & annual financial planning cycles.
Content Governance & Delivery: Oversee the strategic briefing, development, and delivery of high-quality, engaging content that is consistent with our brand voice and regulatory requirements across multiple channels, ensuring maximum impact.
Stakeholder Communication: Foster effective, high-level communication with multiple senior stakeholders, provide regular, insightful updates on campaign and program performance, and proactively seek feedback to refine strategies.
Team Leadership & Talent Development: Lead, mentor, and develop the engagement team (including Product Marketing Managers), fostering a high-performance culture, and encouraging innovation and continuous improvement through rigorous testing and learning.
Team Culture: Actively contributing to a positive corporate and marketing culture that empowers continuous learning and serves as a positive role model of our IQTECH values.