Senior Manager, Next Best Offer

BMO•Toronto, ON

3d•CA$86,000 - CA$160,000•Hybrid

About The Position

This is a hybrid 16 month contract role requiring a minimum of 3 days in the Toronto office. We are seeking a Senior Manager, NBO to play a critical bridging role between Business, Marketing Technology, and advanced analytics/AI teams. This leader will help design, operationalize, and scale personalized customer engagement by translating business strategy into actionable decisioning frameworks and technical execution. This role is ideal for a hybrid strategist–operator who understands both how modern MarTech + AI ecosystems enable real-time decisioning at scale, and how to operationalize decision logic within execution platforms.

Requirements

6–10+ years in marketing strategy, CRM, customer optimization, or MarTech
Strong experience in financial services or highly regulated industries
Proven experience working across: Business teams (Product, Sales, Channels), Technology / MarTech platforms, Data science / analytics teams
Deep understanding of: Next Best Action / Offer frameworks, Customer lifecycle marketing and omni-channel engagement, Decisioning logic (rules + AI models)
Experience with platforms such as: Salesforce Marketing Cloud, Adobe, Or similar Campaign management / decisioning tools (e.g., Pega, custom engines)
Strong ability to translate between business requirements and technical implementation
Leadership & Collaboration
Analytical & Strategic Skills
Ability to define value drivers and build business case

Nice To Haves

Exposure to Next Best Action / Offer concepts or decisioning frameworks
Familiarity with AI/ML-driven marketing or personalization approaches, identity resolution and consent driven marketing
Experience supporting Champion/Challenger or Optimization Programs
Experience integrating decisioning with Digital Asset Management (DAM) and content system

Responsibilities

Bridge Business Strategy to Decisioning Execution: Act as the business-lead on project that advances our capabilities to deliver ecosystem that enhances marketing effectiveness across all channels, including emerging channels. Act as key connector across MarTech teams; Data & Analytics, ML/AI decisioning teams, Technology and Marketing Operations. Help evolve capabilities such as: Real-time signals and intent capture, Rules-based + AI-driven decisioning frameworks. Contribute to the design and evolution of customer decisioning processes, including: Trigger identification, Offer and action prioritization, Contact and engagement policies. Work closely with marketing operations and technology teams to operationalize decision logic within execution platforms. Advocate for closed-loop measurement and continuous optimization.
Enable Personalized Customer Experiences: Support delivery of more contextual, relevant interactions. Ensure alignment between customer signals, decisioning logic, and channel execution. Contribute to improving consistency of personalization across touchpoints.
Support Measurement and Optimization: Partner with analytics teams to track and interpret performance. Support test-and-learn initiatives to improve engagement outcomes and measure impact of NBO/NBA. Use insights to refine targeting and prioritization approaches.
Collaborate and Influence: Work cross-functionally to align priorities across multiple teams. Communicate complex concepts in a clear, business-friendly way. Contribute to evolving customer decisioning practices and ways of working.