Our Fortune 100 financial services client is seeking a Manager of Customer Journey Management to support their banking partner, a large Canadian national bank. This role will contribute to the client鈥檚 next level of growth and expansion.
The Manager, Customer Journey Management for Credit Card and Unsecured Lending Portfolio defines, executes, and optimizes the end-to-end digital marketing customer journeys across organic, owned, and paid channels. This role will serve as a strategic advisor, collaborating closely with marketing teams and business line stakeholders to define targets and requirements for digital campaigns, as well as with digital platform subject matter experts in a dedicated squad.
The individual will deliver an integrated, customer-centric digital marketing plan across all customer journey touchpoints.
The Details:
- Location: Downtown Toronto, ON (4 days per week onsite required)
- Duration: Approximately a 12-month consulting project with the possibility of extension
- Benefits: We do offer benefits to our full-time consultants, including Health, Vision, Dental, 401K plan, Life Insurance, Pretax Commuter Benefits, and an incredibly supportive team cheering you on!
What you鈥檒l do:
- Champion a customer-first, strategic approach coordinating cross-functional digital teams in the creation and flawless execution of end-to-end digital marketing customer journeys across organic, owned, and paid digital channels for specific lines of business.
- Build and execute a seamless customer journey, ensuring consistent messaging from one touchpoint to the other to provide an optimal brand and customer experience.
- Plan and execute across the authenticated digital channels including online banking and mobile banking.
- Oversee the execution across other digital channels in customer acquisition, sales, engagement, and adoption campaigns for assigned business lines.
- Deliver post-campaign analysis of marketing campaigns with insights and recommendations for future consideration that add value for the customer.
- Coordinate subject matter expertise across platforms to proactively identify and recommend future campaigns and initiative improvements through active awareness by staying ahead of emerging customer needs. Leverage a high level of digital marketing tactics, channel metrics, industry best practices, and A/B/multivariate test results.
- Provide input to help support the strategy for evolving the authenticated & unauthenticated digital banking channels.
- Participate in agile squads/sprints as a Subject Matter Expert to help shape and develop new functionality, user experiences, customer journeys, and other initiatives to meet customer demands and drive sales, online and mobile banking adoption, and customer engagement initiatives.
- Lead all campaign testing activities across channels, including coordinating campaign launch dates, optimizing marketing calendar, as well as responsible for all escalations related to operational activities.