Senior Manager, Loyalty and Client Engagement

RBC

3d

About The Position

What is the opportunity? The Senior Manager, Loyalty and Client Engagement will support the development of a holistic Loyalty Value Proposition for Cards in the Caribbean region and subsequently manage BAU Loyalty Experience for Caribbean Cards. This role will partner with Product Managers to support the development of new Card products and implement the loyalty value propositions for them. The Senior Manager will also partner with cross functional teams to implement transformation initiatives for Loyalty including large scale migrations, development of new capabilities and platforms. What will you do? Support strategic discussions with vendors and network partners driving contract negotiations and other strategic initiatives Execute Loyalty platform migration for the Caribbean markets in collaboration with the vendor and internal partners Collaborate with the Products team to support/implement a range of initiatives (e.g. product shelf review) as well as develop/refresh loyalty offerings (engagement campaigns) for products from time-to-time Develop a Client Engagement Playbook: Establish an End to End (E2E) desired end state for client experience vis-à-vis redemptions, and collaborate with partners to ensure policies, processes, operational capabilities, and fulfillment are setup in a manner to deliver on the desired client experience Oversee reporting on key drivers of performance and monitor impact of various loyalty offerings within the Loyalty Value Propositions Establish/refine the Loyalty Governance Framework through internal cross-functional/cross-entity collaboration Manage Loyalty Performance via Periodic Reviews in partnership with our Cards Loyalty solutions provider Monitor competitor actions, industry developments and client feedback to identify gaps and opportunities. This includes drafting business cases on new opportunities to improve the overall Client Experience, and lead prioritization efforts Monitor client behaviour to assess impact of strategies and tactics on client engagement and business profitability What do you need to succeed? Must-have University Degree and extensive related work experience Build relationships and strategies to partner with key stakeholders and drive results Collaborate cross functionally to lead various transformation initiatives Strong command of MS Office (especially PowerPoint and Excel) to effectively present ideas and proposals Ability to gather and review information from various sources, understand the bigger picture and build steps to solve complex problems Ability to independently drive tactical initiatives in line with business strategy, including process optimization, client experience enhancements and opportunities that positively impact the P&L Support leadership decisions with the ability to weigh pros vs. cons in complex scenarios and make prudent & insightful recommendations Nice to have Knowledge of the Cards business (financial and operational) MBA What’s in it for you? We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual. Opportunity to Lead in a dynamically changing environment The advantage of working with a dynamic, collaborative, and high performing team where initiative and hard work are recognized and rewarded Leaders who help your development through coaching and managing opportunities Ability to make a difference and lasting impact

Requirements

• University Degree and extensive related work experience
• Build relationships and strategies to partner with key stakeholders and drive results
• Collaborate cross functionally to lead various transformation initiatives
• Strong command of MS Office (especially PowerPoint and Excel) to effectively present ideas and proposals
• Ability to gather and review information from various sources, understand the bigger picture and build steps to solve complex problems
• Ability to independently drive tactical initiatives in line with business strategy, including process optimization, client experience enhancements and opportunities that positively impact the P&L
• Support leadership decisions with the ability to weigh pros vs. cons in complex scenarios and make prudent & insightful recommendations

Nice To Haves

• Knowledge of the Cards business (financial and operational)
• MBA

Responsibilities

• Support strategic discussions with vendors and network partners driving contract negotiations and other strategic initiatives
• Execute Loyalty platform migration for the Caribbean markets in collaboration with the vendor and internal partners
• Collaborate with the Products team to support/implement a range of initiatives (e.g. product shelf review) as well as develop/refresh loyalty offerings (engagement campaigns) for products from time-to-time
• Develop a Client Engagement Playbook: Establish an End to End (E2E) desired end state for client experience vis-à-vis redemptions, and collaborate with partners to ensure policies, processes, operational capabilities, and fulfillment are setup in a manner to deliver on the desired client experience
• Oversee reporting on key drivers of performance and monitor impact of various loyalty offerings within the Loyalty Value Propositions
• Establish/refine the Loyalty Governance Framework through internal cross-functional/cross-entity collaboration
• Manage Loyalty Performance via Periodic Reviews in partnership with our Cards Loyalty solutions provider
• Monitor competitor actions, industry developments and client feedback to identify gaps and opportunities. This includes drafting business cases on new opportunities to improve the overall Client Experience, and lead prioritization efforts
• Monitor client behaviour to assess impact of strategies and tactics on client engagement and business profitability

Benefits

• We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper.
• We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.
• Opportunity to Lead in a dynamically changing environment
• The advantage of working with a dynamic, collaborative, and high performing team where initiative and hard work are recognized and rewarded
• Leaders who help your development through coaching and managing opportunities
• Ability to make a difference and lasting impact

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees