Manager, Loyalty Experience - One Year Contract

Manager, Loyalty Experience - One Year Contract Friday, April 26, 2024 WHO WE ARE HomeEquity Bank is a Schedule 1 Canadian chartered bank and the leading national provider of reverse mortgages, with a growing portfolio. As the only bank solely dedicated to serving homeowners 55 and up, we're passionate about helping Canadian homeowners live retirement on their terms. We live that commitment every day, witha range of reverse mortgage solutions that include our flagship CHIP Reverse Mortgage product. Our Values, Our Passion At HomeEquity Bank, our values drive and inspire our actions with our customers, our partners and each other. Courage to Act. Do the Right Thing One Team. One Vision Think Long-Term. Ever-Evolving POSITION SUMMARY The Manager, Loyalty Experience leads the development of the loyalty framework, designing strategic initiatives and programs and implementation across both Referred and Consumer channels to retain business, increase loyalty and maximize revenue opportunities. This role will also manage day-to-day activities related to communicating with clients, understanding their needs, deciding on an offer that meets both client's and the bank's needs, and orchestrating the offer fulfilment process. The Manager, Loyalty Experience manages a dedicated team of Loyalty Specialists and works closely with the Corporate Data Analytics, Strategy, Operations, and Marketing & Sales teams to gather information and assess approaches to achieve client retention goals. MAJOR ELEMENTS OF THE ROLE Loyalty Experience Design and Strategic Initiatives Lead the collaboration with senior stakeholders and cross-functional teams in developing the Loyalty Experience framework. Develop and manage client loyalty programs that align with business objectives and customer needs (e.g., own Moments Worth Sharing program strategy, reporting and execution) Lead the optimization of Client Onboarding Experience Develop the Loyalty Journey, and analyze customer data to identify trends and opportunities to improve program performance and customer retention Team Management & Operations Mentors, trains and manages a team of Loyalty Specialists, providing day-to-day functional and technical guidance, enabling best practices in communicating with clients via phone/email to understand their needs, design appropriate offers, and orchestrate the offer fulfilment process Collaborate closely with Client Relations to identify and act on retention opportunities Manages weekly, monthly and quarterly KPI monitoring and reporting; continually evaluate client feedback to understand customer needs and attrition attributes Create Test and Learn Programs Contribute to the ongoing development of retention strategies in partnership with Data Analytics, Strategy, Operations, and Marketing & Sales teams Work with Corporate Data Analytics to contribute to the development of models that identify attrition characteristics in order to develop proactive client retention strategies Works with Marketing to develop campaigns to improve Customer Retention Collaborates with internal stakeholders including client relations, sales and marketing to gain insight and develop high-quality content, and segmented marketing approaches to increase retention SKILLS AND EXPERIENCE REQUIRED Demonstrated experience in planning and implementing marketing and client retention strategies Experience with data-driven marketing approaches and marketing/retention strategies Excellent client communication and relationship management skills Strong quantitative skills, ability to use data analytics to support data-driven decisions; has a proven track record of analyzing and influencing customer churn management behaviours, KPI development and reporting Excellent interpersonal and communication skills with the ability to present and collaborate across all levels and cross-functionally Well-organized, self-starter capable of working under minimal supervision Creative and continuous improvement mindset Excellent problem-solving skills to tactfully deal with customer feedback and demonstrated ability to negotiate resolutions Knowledge of Privacy and AM/ATF legislation Experience in financial services is an asset; working knowledge of the mortgage industry preferred Ability to operationalize strategy Working a full-time schedule that requires being in person in the office, 3 days per week WHY WORK AT HOMEEQUITY BANK? HomeEquity Bank offers a hybrid working environment supported with a culture of flexibility - an approach that is unique to each person, and that enables both business and individual needs to be met in a mutually beneficial way. We pride ourselves in recognizing and celebrating performance, community service, teamwork, and diversity among our employees. A Dynamic Culture - With People at the Centre We believe our people make all the difference; our tireless commitment to inclusivity, professional development, and employee experience has been recognized through awards including the Greater Toronto's Top Employers 2024,Waterstone Canada's Most Admired Corporate Cultures 2022-2023, the Globe and Mail's Report on Business: Canada's Top Growing Companies 2022 (third year since 2019), Canadian's Mortgage Professional (CMP) Top Mortgage Employer 2023 for the third year in a row and Achievers Top 50 Most Engaged Workplaces 2023. Growth and Opportunities We provide challenging and rewarding careers in a wide variety of fields. We continuously develop and train our employees through professional growth opportunities and on-the-job training. We also encourage our employees to develop professionally and personally though a series of career developing programs including our Educational Assistance Program, designed to reimburse costs related to professional learning and development. Celebrating Great Work and People We believe in an environment that celebrates success, knowledge, leadership, and work that is inspired by our core values. For these reasons, we have created several programs that make it easy for our employees to say 'great job' to their colleagues and leaders. From our Appreciate! Program to the High Five Award Program and President's Award Program, we recognize professional achievement with a variety of rewards including points towards gift cards, merchandise, and travel experiences, as well as group RRSP/DPSP contributions and more. Our Community Leadership Program recognizes employees who make a positive impact in their communities through volunteer work with a grant for their charity of choice. Additionally, we provide employees with one paid day off each year to volunteer at their favourite local charity. Stay in the Know Find out what we're up to online, and learn more about what makes HomeEquity Bank a great place to work: 200 Bay St., Toronto, ON M5J 2J1, Canada

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