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Title:  Senior Manager, Program Development and Execution, Retail Customer Growth




Requisition ID: 72428


Join the Global Community of Scotiabankers to help customers become better off.




Leads and oversees Retail Banking product (Everyday Banking, Deposits, Credit Cards and Unsecured Lending) acquisition, engagement and retention programs and campaigns for the Retail Customer Growth group in Canada.

The position is also responsible for ensuring business strategies, plans and initiatives are supported in compliance with governing regulations, internal policies and procedures.  

The incumbent will work closely with Retail Customer Growth Strategy, Product Strategy & Development, Marketing, Business Analytics and our channels to develop new and optimize existing Retail programs to drive Retail Customer Growth.


This position requires a leader who is a self-starter that will assist in the evolution of the Retail Customer Growth programs to become more effective and efficient.


Key Accountabilities


  • Champion a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
    • Develop and deliver on both short and long term retail customer growth strategies for Retail Products, informed by product strategy, analytics and market/customer research
    • Create overall strategic direction and a reas of focus for a cross functional team and lead execution of those strategies
    • Optimize return of marketing dollars to achieve targets related to ongoing engagement and growth efforts
    • Develop a distribution / channels strategy based on analysis of channel behavior and profitability with a focus on digital
    • Oversee creation of annual marketing plans, optimizing return of marketing dollars within the budget and detailing what types of campaigns will run to maximize efficient customer engagement and growth of high value customers
    • Achieve monthly growth targets


  • Develop and deliver the end-to-end planning process for all retail customer growth activities
    • Design, implement, and track results of continuous test-and-learn programs in collaboration with Business Analytics
    • Drive the generation of initial campaign specifications and the development of business and creative briefs


  • Drive campaign execution for all retail customer growth marketing activities
    • Ensure that campaigns are executed on time, on budget and with no operational or reputational risk
    • Develop and deliver the end-to-end campaign process, including responsibility for coordinating partners and ensuring that they are meeting targets for delivery in accordance with key metrics and SLAs
    • Create customer communication materials
    • Oversee the creation of marketing, compliance, disclosure, and fulfillment materials
    • Ensure suitability to distribution channel (marketing, direct mail, mobile app, intercept, online, branches, direct mail, etc.)
    • Ensure communications accuracy, effectiveness, and adherence to legal/compliance guidelines
    • Collaborate with channels to ensure customer acquisition, engagement and retention optimization and execution
    • Work with Business Analytics to develop campaign tracking processes; analyze and extract key learnings from comprehensive campaign performance results
    • Collaborate with customer experience / business processes team to ensure an optimized campaign execution process to be faster to market
    • Build and leverage partnerships across the Bank to deliver against business objectives and provide excellent customer service
    • Act as a relationship manager between our buisness and channel partners


  • Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.


  • Creates an environment in which his/her team pursues effective and efficient operations of his/her respective areas in accordance with Scotiabank’s Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.


  • Builds a high performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment and using a coaching mindset and behaviours; communicating vison/values/business strategy; and, managing succession and development planning for the team.


Education and Other REquirements:

  • Bachelor’s degree required / MBA preferred
  • Minimum 5-7 years of relevant work experience, preferably with experience in financial services
  • Strong analytical skills with an ability to turn data into key insights and recommendations
  • Experience in optimizing acquisition, retention and engagement levers across multiple media/channels with a focus on digital
  • Experience in call centre operations and managing channel as part of customer growth and retention strategies
  • Ability to integrate multiple sources of information relating to channel, marketing and customer knowledge into tactical plans
  • Experience in designing and running campaigns to improve ongoing acquisition, engagement and retention of high value customers
  • Ability to identify strategic opportunities and measure performance; Strong business acumen
  • Strong collaborator with proven ability to lead, influence and coordinate sometimes conflicting stakeholders
  • Flexible and adaptable within a dynamic business environment


Location(s):  Canada : Ontario : Toronto 

As Canada's International Bank, we are a diverse and global team. We speak more than 100 languages with backgrounds from more than 120 countries. Our employees are committed to a superior customer experience and use the Bank’s six guiding sales practice principles to ensure they act with honesty and integrity.


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.

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