Title:  Senior Manager, Credit Card Engagement and Retention

Requisition ID: 255864 

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

Senior Manager, Credit Card Engagement and Retention (Toronto, ON)

Join a purpose-driven, winning team that thrives on results and fosters an inclusive, high-performance culture. As Senior Manager, Credit Card Engagement & Retention, you will spearhead client-focused initiatives to enhance engagement and retention. You’ll lead our dynamic engagement squad, guide colleagues to elevate the early tenure client experience, invest in connecting with our tenured client base, and launch innovative capabilities that boost authorizations, reduce declines, and enable top-of-wallet usage – all to deepen client relationships.

This role offers the opportunity to shape strategy and drive measurable impact within the Credit Cards team, helping to move the needle on engagement metrics and fuel P&L growth. Reporting to the Director, Credit Card Products, Acquisition & Engagement, you’ll be central to our client-first mission. If you’re a leader that is passionate about payments, innovation, and making a difference, we want you on our team!

Is this role right for you? In this role, you will:

• Lead credit card engagement and retention strategies, collaborating with Marketing, Technology, and Analytics to design, launch, and optimize client journeys and targeted digital campaigns.
• Provide indirect leadership to over 10 colleagues across multiple domains to deliver on the engagement squad’s mandate.
• Own end-to-end performance of engagement and retention campaigns, including eligibility, offer design, conversion, activation, and profitability.
• Build engagement offer economics and recommendation models through data-driven testing, balancing client experience, risk appetite, and P&L outcomes.
• Drive growth in primary card relationships by engaging new clients early and deepening cross-product client engagement.
• Identify and implement improvements to engagement benchmarks and KPIs.
• Project-manage complex, cross-functional initiatives involving Technology, Marketing, Risk, Operations, and Finance.
• Establish business routines to align stakeholders, track performance, and advance strategic priorities.
• Develop and execute coordinated retention strategies to improve credit card attrition in partnership with our channels,
• Maintain competitive intelligence on engagement offers and strategies, sharing insights to inform planning.
• Foster a client-obsessed, analytics-driven culture, coaching the team and reinforcing the Bank’s risk appetite.

Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have:

Education & Experience

• Bachelor's Degree required; MBA or other Graduate degree is a plus.
• Strong understanding of the credit card business, payment products engagement or relevant experience.
• Working knowledge of digital, technology and marketing methodologies, working in Agile and leading squads.
• 10+ years of progressive experience in Payments, Card Product Management and/or Engagement and Marketing roles preferred.

Skills & Abilities:

• Excellent written and oral communication skills, especially in delivering compelling business cases and presentations.
• Strong capability in crafting effective executive-level communications and presentation materials.
• Proven project management, collaboration, and relationship management skills.
• Exceptional interpersonal skills and the ability to work effectively at all organizational levels.
• Adept at navigating a multifaceted global organization to secure resources, information, and consensus with determination and creativity.
• Outstanding facilitation, and structured problem-solving skills, particularly in ambiguous situations.
• Strong financial acumen, business casing, and analytical mindset
• Recognized as a resilient and empathetic team leader who inspires a results-oriented, client-centric culture.

What's in it for you?

• The opportunity to join a forward-thinking organization where you are surrounded by a collaborative team of innovative thinkers.
• A competitive compensation and benefits package.
• An organization committed to making a difference in our communities– for you and our clients.
• You can expect to be recognized and rewarded for high-performance. You’ll be supported by leadership through meaningful development conversations that enable faster advancement and internal training to support your growth and development.
• You’ll receive clear, transparent criteria to progress in your career.

Working Conditions

• This role is located in our downtown Toronto, ON office location. Non-standard hours may be required to meet business objectives.

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.