Title:  Senior Manager, Commerce, Scotiabank

Requisition ID: 183301

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

About our team

The Commerce team at Scotiabank is reinventing discovery and onboarding experiences to meet the evolving and unique needs of our customers, regardless of who they are or how they choose to bank with us. We aim to provide value through:
 

• Making it easy to do business with us by designing, developing, and optimizing the next generation of digital discovery and onboarding experiences to meet the evolving and unique needs of our customers and prospects regardless of how they choose to bank with us.
• Delivering impact to the bank through modernizing and evolving our platform and technology capabilities focused on operational excellence and infrastructure for scale.
• Building, implementing, and nurturing a people-first, high-performing team that focuses on diversity of thought, experience, business impact, and personal growth and development.

Role Overview

You are responsible for leading and delivering best in class digital experiences for users and customers across unauthenticated Scotiabank website properties from inception to execution. Driving the overall Commerce vision and strategy using data and insights, you will impact the business through improving brand consideration, trust, and loyalty, while increasing digital sales and adoption through meaningful and effective initiatives. Act as a strategic partner to our Communities of Practice, business stakeholders and partners to enhance Scotiabank’s digital journeys. Drive operational excellence, optimal site health performance, and infrastructure at scale. As a people leader, you will cultivate an environment that promotes the overall success of the Commerce team and support the wellbeing, growth and development of the team.

This position reports directly to the Director, Commerce.

Is this role right for you?

• Lead a team of digital content and experience managers aimed at defining optimal end-to-end digital customer journeys to accelerate acquisition and upsell, increase customer satisfaction, loyalty, advocacy and retention.
• Thoroughly understand competitive landscape primarily focused customer experience and use competitive research and data to drive enhancements in the Commerce channel. 
• Plan and build leading-edge Commerce strategies in support of Scotiabank’s goals and objectives, focusing on a seamless customer experience for both new and existing Scotiabank customers, creating and managing roadmap of tactics and milestones that will accelerate growth.
• Strategically plan and deliver personalization and A/B testing initiatives, using Adobe Experience Manager (AEM) and Adobe Target, to enhance the overall customer experience, improve relevancy, and increase digital sales. 
• Consistently monitor and analyze KPIs and web metrics in Adobe Analytics, using data analysis to drive your strategies and tactics, proactively socializing your analyses with key partners across the broader organization. 
• Work with cross-functional stakeholders across the business to oversee the management and optimization of all content across our public websites.
• Be a thought leader and industry expert in the Commerce Space - create and present visually comprehensive, persuasive, effective presentations to the Commerce department, the broader Community of Practice, senior leaders, and stakeholders.
• Gain a first-hand understanding of how customers engage with the brand across all touch points and draw conclusions to continually evolve, improve, and optimize customer experience. 
• In partnership with marketing and business stakeholders, lead real-time customer journey orchestration for Commerce leveraging digital marketing technology platforms, such as Customer Data Platform (CDP) and Adobe Journey Optimizer, driving conversion opportunities and a cohesive customer experience across channels.
• Collaborate with the Product Design and the CX teams to incorporate best practices and competitive Commerce design experiences, usability testing, and other user research programs to inform user-centric design and experiences on the websites. 
• Enhance marketing campaign experiences and improve impact acquisition and engagement of Scotiabank prospects and customers. 
• Support the overall operations, execution, and performance of Scotiabank’s global Commerce platforms. 
• Responsible for identifying system enhancement opportunities to create and establish efficiencies for the team and a seamless customer experience. 
• Work with internal and external stakeholders as needed to understand business process and flows to deliver software solutions that meet and exceeds business needs.

Do you have the skills that will enable you to succeed in this role?

• You are passionate about the digital landscape and customer experience.
• You have 3+ years of experience as a people leader with direct reports and know how to inspire, motivate, and empower your team to deliver results.
• You have excellent communication, relationship management, and stakeholder management skills.
• You have a minimum of 7 years’ experience working in a Commerce/eCommerce environment.
• You have experience working with and are comfortable using platforms and applications, preferably Adobe tech products (ex: Adobe Experience Manager (AEM), Adobe Analytics, Adobe Target, etc.).
• You have previous experience building strategies and planning roadmaps of tactics that deliver on business goals and objectives. 
• You have experience managing and monitoring all operational processes, and continuously and proactively work with partners to evolve and refine those processes.
• You can manage multiple projects and tasks simultaneously, ensuring delivery dates are always on target.
• You are strong with data analysis, capable of distilling insights and action items to continuously improve customer experiences and increase conversion and sales.
• You have strong presentation and storytelling skills, comfortable speaking in front of peers, senior leadership, and internal and external stakeholders.

What's in it for you?

• Diversity, Equity, Inclusion & Allyship - We strive to create an inclusive culture where every employee is empowered to reach their fullest potential, respected for who they are, and are embraced through bias-free practices and inclusive values across Scotiabank. We embrace diversity and provide opportunities for all employee to learn, grow & participate through our various Employee Resource Groups (ERGs) that span across diverse gender identities, ethnicity, race, age, ability & veterans. 
• Accessibility and Workplace Accommodations - We value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. Scotiabank continues to locate, remove and prevent barriers so that we can build a diverse and inclusive environment while meeting accessibility requirements. 
• Remote-friendly work environment will provide you with the flexibility to perform at your best. 
• Upskilling through online courses, cross-functional development opportunities, and tuition assistance.   
• Competitive Rewards program including bonus, flexible vacation, personal, sick days and benefits will start on day one. 
• Dynamic Office - Fully equipped gym, showers, games room, bowling alley, micro market, free tea & coffee, universal washrooms, wellness rooms, and lots of space for team collaboration. 
• Community Engagement - no matter where you choose to work from; we offer opportunities for community engagement & belonging with our various programs such as hackathons, contests, cooking with friends, Humans of Digital and much more! 

Work arrangements: Hybrid
 
 
#LI-Hybrid

Location(s):  Canada : Ontario : Toronto 

Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.  

At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.