Senior Consultant, Digital Marketing Loyalty Customers

Job title: Senior Consultant, Digital Marketing Loyalty Customers

Company: Mark’s

Job description: We are seeking an experienced Associate Manager to join our team. The Associate Manager will play a critical role on the Loyalty Customer Personalization, reporting into the Manager, Digital Personalization and Analytics. Leveraging the latest ad tech strategies and working across several business lines, the Associate Manager will target CTC’s primary audiences across web, app, email, and social media channels to build awareness, grow loyalty and increase conversion.

The Digital Personalization and Analytics team is responsible for targeting CTC’s more than 11 million active loyalty customers with personalized experiments either on the website, app, Email or off-platform (Google, Facebook, etc) across Canadian Tire Retail, SportChek, Mark’s, Party City, L’Equipeur, Sports Experts, and Atmosphere.

What you’ll do

  • Provide end-to-end support for the management and delivery of a robust digital marketing roadmap
  • Plan and develop a backlog of data-driven activation (DDA) campaigns to increase customer loyalty, engagement and reduce churn.
  • Work collaboratively with internal and external partners to plan, develop and execute campaign strategies across multiple channels with primary focus on email marketing. (e.g., email, social media, SEM, display, push notifications, website, etc.).
  • Develop creative and copy briefs to bring campaign strategy to life through clear, engaging and on-brand customer content.
  • Manage multiple campaigns on-the-go from beginning to end, ensuring key milestones and key stakeholder communication points are kept on track.
  • Ideate and plan relevant campaigns & promotions with a focus on key dates, seasons, and product launches
  • Regularly set KPIs, track performance, and lead analysis of findings. Share learnings across the team to inform future initiatives, optimize campaigns, and creative best practices.

What you bring

  • B.A. in Marketing or equivalent work experience
  • 2+ years of experience managing digital marketing efforts client-side or agency-side
  • Strong interpersonal, organizational, and communication skills
  • Strong budget management, project management, and organization skills
  • Proven track record for running paid media campaigns (PPC, Facebook and Instagram Ads, YouTube Ads, etc.)
  • Strong understanding of paid social media strategies and experience managing email marketing campaigns
  • Results-driven, data-oriented, and analytical assessments & approach
  • Experience with Google Analytics and Quantum Metrics and using this data to analyze customer progress through the marketing funnel
  • Excellent project management, presentation, and communication skills
  • Interest in self-improvement and staying up to date on the latest technologies

Bonus points if you have experience in:

  • Foundation in SQL for complex data analysis
  • Experience with data analytics platforms such as Google Cloud platform, Hadoop, and automation workflows such as KNIME.

About Canadian Tire Corporation

As one of the most trusted brands in Canada, our employees take pride in the work we do across the country. It’s more than the iconic triangle that keeps our employees around. From benefits and perks, to learning and development opportunities, to our commitment to Jumpstart – these are some of the many reasons why Canadian Tire Corporation is one of . To learn more follow us on .

Help us boldly shape retail in Canada

Canadian Tire Corporation, Limited (“CTC”) is one of Canada’s most admired and trusted companies. With world-class Owned Brands and exciting market-leading merchandising strategies, we are continually innovating with purpose: to be there for Canadians from coast-to-coast. We are relentlessly focused on innovating at every level of our business, investing in new technologies and products, and doubling down on the best talent to drive the company forward. It is an especially exciting time to join Canadian Tire and its group of companies.

At Canadian Tire we work flexibility embracing ‘Hybrid’ whereby individuals utilize a combination of working at a CTC campus and or virtually in service of outcomes. Determined by managers, decisions around work location will be made based on business and team needs and grounded in a desire to support individual well-being and personal needs. Our goal is to empower teams and individuals to make the right decisions for them, and we expect that to look different for everyone. #LI-GM1

Expected salary:

Location: Toronto, ON

Job date: Sat, 25 Jun 2022 06:06:16 GMT

Apply for the job now!

newMarketing and Analytics Manager (Canada)Just Energy3.1Mississauga, ON Responsible for managing the annual digital and marketing budget and monthly reconciliations. Mange the digital contract renewal journey for customers by… 3 days ago·More…View all Just Energy jobs – Mississauga jobsSalary Search: Marketing and Analytics Manager (Canada) salaries in Mississauga, ONSee popular questions & answers about Just Energy

Marketing and Analytics Manager (Canada) – (211704332)

Description


Marketing & Analytics Manager (Canada)

Is Just Energy Group the place for you?

Just Energy Group is a leader in the energy sector offering green energy, retail and commercial energy, and home services solutions. We value integrity, innovation, customer-centricity, responsibility, enrichment, and excellence.

Your Opportunity:

As an essential member of the customer retention & profitability team, the Manager Marketing and Analytics will be responsible for leading strategic campaigns within the digital and content marketing space to increase customer engagement and identify opportunities to add new revenue streams.

Your key accountabilities:

  • Lead the development and execution of digital marketing and engagement strategy across multiple platforms with the goal of creating customer stickiness and expanding gross margin
  • Utilize advanced analytics to study behavioral trends of the existing customer base and identify creative retention, up-sell, cross-sell, and reacquisition opportunities
  • Constantly perform quantitative analysis of current digital platforms, identify opportunities for improvements, and maximize every digital customer interaction to elevate engagement levels
  • Mange the digital contract renewal journey for customers by utilizing Marketing cloud to segment prospects, devise tailored offers based on attributes and create a plug and play offer system to maximize conversions and gross margin
  • Lead a cross-functional team to prepare campaign material and content, identify target segments, seek legal approval, load into digital platform, and report on campaign success
  • Adapt campaign strategies/processes with urgency based on performance, market changes, and updated internal priorities
  • Develop, organize and automate digital marketing & promotion campaigns and fully maximize the capabilities of SalesForce and Marketing Cloud
  • Continually pursue internal promotional opportunities to raise awareness and adoption of the campaigns, extending applications into new channels and audiences
  • Make data backed recommendations with actionable items that result in campaign optimization and improved conversion rates
  • Conduct deep dives into each market segment to identify churn indicators and devise proactive campaigns for at-risk customers to reduce attrition
  • Analyze market data to identify key marketing opportunities including consumer insights, competitive analysis and new audience acquisition
  • Responsible for managing the annual digital and marketing budget and monthly reconciliations
  • Collaborate with internal and external stakeholders to effectively measure the productivity of various campaign initiatives
  • Query and create reports and dashboards to monitor success of campaigns and present to stakeholders on a weekly / monthly basis
  • Study current customer segments and look for opportunities for cross-sell, upsell, proactive retention campaigns, renewal, and re-acquisition campaigns by fully utilizing digital capabilities of SF / Marketing Cloud
  • Manage weekly usage email marketing content
    • Recent green drive plan added ~$15K in revenue through this platform
    • Huge opportunity to boost Terrapass, home water, incremental renewals, improve customer experience
    • Own content, segmentation, loading campaigns into MarketingCloud
  • Mange ebill marketing content
    • Work with ESG to update content and review opportunities to add $$
  • Assist in building and managing a tailored renewal platform in SF / Marketing Cloud
    • Plug and play system that assists a business user add offers real-time based on current customer attributes
    • Offers could be sent through multiple mediums such as email, text, portal, letter, SF
  • Manage and own all engagement on portal

You’ll gain exposure to core business functions and be part of a wider team making decisions to add revenue for the Company. The role has been created to support our next phase of growth and offers a fantastic opportunity for the right candidate.

Your background includes:

  • Candidate will have 3-5 years of experience in customer centric roles such as sales, marketing, retention, and / or Business analytics
  • Prior experience in utilizing customer engagement platforms such as Marketing Cloud preferred
  • Bachelor’s Degree in a business, marketing, analytics, or communications required; MBA preferred
  • 2-3 years of experience in web and google analytics preferred
  • Strong Excel skills and prior experience/knowledge of SQL and relational databases
  • Familiarity developing campaign strategies, preferably in an industry involving subscription-based services
  • Excellent written and verbal communication skills along with ability to communicate complex ideas to a variety of audiences
  • Effective at managing multiple projects/tasks of varying complexities, meeting deadlines
  • Strong business acumen and data-driven decision-making capabilities

Benefits:

Just Energy offers a robust benefits plan for staff members, as well as Employee Assistance Programs that offer a wealth of tools and resources to enrich the employee experience. The company also provides a number of cost-free, self-development courses for those that wish to build on their skills and competencies. In addition, a variety of awards offer another opportunity to recognize and reward employees.

We offer:

  • Work from home (WFH) Model
  • Competitive compensation
  • Comprehensive benefits package
  • Employee discount opportunities
  • Retirement Options
  • Personal development resources
  • Health and wellbeing tools and resources and more

#L1-NU


Primary Location: CA-ON-Mississauga

Job: Sales

Schedule: Regular

Shift: Standard

Employee Status: Manager

Job Type: Full-time

Job Level: Day Job

Travel: Yes, 10 % of the Time

Job Posting: Oct 13, 2021, 9:07:57 AM

Marketing and Analytics Manager (Canada)


CLICK TO APPLY

Sr. SEO SpecialistTrader Corporation3.6Toronto, ON•Remote Use a variety of online tools, historical success and digital trends to audit and analyze the dealer and Dealer Group customers’ digital footprint from an SEO… 30+ days ago·More…View all Trader Corporation jobs – Toronto jobsSalary Search: Sr. SEO Specialist salaries in Toronto, ONSee popular questions & answers about Trader Corporation

Job Description


Summary of Job:

The Sr. SEO Specialist supports strategy and execution of search engine optimization solutions for dealer websites. This role will involve in depth analysis of the client’s digital marketing footprint as well as competitive analysis to uncover missed opportunities that will help the dealer grow their business. This position will spend majority of time auditing and implementing recommendations on and off the website.


Key Areas of Responsibility:

Implement technical SEO strategies on the client’s website such as creating pages or developing schema as well as implementing off site SEO strategies such as Google My Business optimization and Link Building for the purpose of increasing the client’s organic keywords exposure and organic/local traffic.

Use a variety of online tools, historical success and digital trends to audit and analyze the dealer and Dealer Group customers’ digital footprint from an SEO perspective. On site, off site and competitive analysis will be required. Using these findings build an in depth audit to be delivered to the client.

Perform keyword research to develop target lists that match up with client goals. Use this research in combination with recommendations for the audit to guide the on page and off page keywords optimizations. Using these findings build an in depth report to be delivered to the client.

Work with SEO Manager and cross-functional departments to assist in building search engine optimization strategies for dealers and Dealer Group clients.


What You’ll Be Doing

  • Focusing on SEO strategies and tactics, ensuring that Dealer websites on our platform are adhering to SEO best practices
  • Performing forensic technical SEO audits and inspections of websites to identify on-page, off-page, Crawl efficiency / Indexation, Web Performance (Core Web Vitals), and other technical issues
  • Implementing strategies to address gaps in organic search performance, keyword planning and on-page optimization
  • Identifying growth opportunities in site infrastructure, keyword selection, and on-page optimization
  • Creating and optimize SEO landing pages for dealer websites
  • Monitoring performance metrics to understand organic search performance and measure the impact of technical and content changes
  • Growing dealer websites’ organic traffic through content and technical improvements
  • Staying current on global SEO and search landscape and emerging trends and identify tools and reports to automate processes or deliver more sophisticated understanding


What We’re Looking For

  • 3+ years of experience with both technical and content SEO
  • Fast learner with excellent problem-solving ability
  • Proven track record of results with improving search rankings and/or developing and managing website reporting tools
  • Working knowledge of SEO tools, website standards, usability testing, website reporting tools, and web analytics
  • Solid analytical skills with key performance metrics are a must, with an understanding of WordPress CMS, Google Analytics, Google/Bing Webmaster Tools, SEM Rush, & Screaming Frog
  • Knowledgeable about the latest trends in the search engine
  • Google Analytics Certification would be an asset

We prefer this position to be based in Toronto but are open to remotely-located team members in Canada who can align to EST working hours.

Sr. SEO Specialist


CLICK TO APPLY

Content Marketing SpecialistZuvaToronto, ON•Temporarily Remote Managing social and community-based channels to engage priority technical audiences. Working closely with our partners, customers, external advocates, internal… 9 days ago·More…View all Zuva jobs – Toronto jobsSalary Search: Content Marketing Specialist salaries in Toronto, ON

We’re Zuva. We’ve built machine learning software that helps businesses make better decisions by understanding the details of their documents. We’re accelerating this opportunity by making our machine learning available to developers and software vendors, helping them build new and better solutions for their customers.

Zuva is a unique early-stage company. We’ve been building, refining and selling our technology for 10+ years, and now as a newly formed spin-out company, venturing into the business document intelligence space.

Our team is primarily based in Toronto, with plans to become a global workforce. From building trusted partnerships with our clients to delivering an employee experience that is second to none, our people are at the center of all that we do.

Zuva is hiring a Content Marketer Specialist who will play a key role in driving our Growth strategy and Go-to-market initiatives by producing content that inspires, educates and engages our audiences.

This is currently a remote role since we have been working from home due to Covid-19. We plan to open a Toronto HQ office to open up eventually however this role can be remote, in-house or a little of both.


What you will be doing

  • Creating and editing content in a variety of different media, such as blog articles, social copy, videos, cheatsheets, guides, web pages and more, particularly on developer-natured and other technical topics and best practices.
  • Managing social and community-based channels to engage priority technical audiences.
  • Leading SEO-natured content initiatives to drive brand visibility and website traffic.
  • Tracking content analytics and engagement metrics.
  • Working closely with our partners, customers, external advocates, internal development, product, marketing teams, to develop and support content creation.

What you bring (Don’t worry if you don’t have all the experience – we are really looking for capability)

  • 2+ years writing and editing engaging and informative content for developers and other technical audiences.
  • An ability to learn about complex technical topics and explain them clearly.
  • A writing discipline that is focused on quality and accessibility.
  • Attention to detail, processes and experience managing documentation.
  • A curiosity and ability to experiment and take initiative to try new things.
  • Experience running a blog (even more so a technical blog).
  • Experience managing social media channels and highly engaging social content.
  • A general understanding of SEO and experience managing content programs that are intent driven and geared to drive audience growth.
  • Knowledge of and experience with SEO, HTML, and Content Management Systems
  • Proficiency with Google Analytics and/or BI tools.

What the interview process looks like

  • Talent acquisition team: talking about your skills and experience. If there is a fit, you will be assigned a technical take-home test. This is a way to make the next steps easier by providing a common ground for technical evaluation
  • Technical interview: Skill-set natured discussion(s) with one or more experienced members of our Go-to-market focused teams. {Typically 60mins}
  • Culture and Team fit: Assess your experiences, views and thoughts with one or more Zuva employees. {Typically 60mins}
  • Interview with our Exec: VP of Marketing and/or CEO. {Typically 30mins}

Content Marketing Specialist


CLICK TO APPLY

Photographer – EcommerceYM Inc.Toronto, ON Possess a strong knowledge of social media and how it relates/interacts to customers through our marketing image. E-commerce environment: 1 year (preferred). 30+ days ago·More…View all YM Inc. jobs – Toronto jobsSalary Search: Photographer – Ecommerce salaries in Toronto, ON

YM Inc. was founded on the strength of a single retail store in the heart of downtown Toronto in 1975, under the name Stitches. Today we are one of North America’s leading apparel retailers operating over 700 stores across Canada and the United States under the following banners: Stitches, Urban Planet, Urban Behavior, Sirens, Urban Kids, Suzy Shier, Bluenotes, West 49, Mandee and Charlotte Russe.

Our goal is to sustain performance that exceeds expectations. We are committed to creating a culture where people feel valued and inspired to achieve results. We give our people the appropriate tools, freedom and authority to make decisions. They are accountable for their actions and we recognize their efforts and reward their results. We attract and nurture the best people by providing leadership opportunities, career development and continuous learning. We are committed to leading by example and with integrity. We treat people with respect and dignity, promote the benefits of diversity and address challenges in a direct and compassionate manner. We engage people in our goals and objectives; we listen and act on new ideas where possible. That is our Philosophy.

Position Overview:

The Photographer is responsible for shooting e-commerce and campaign related photography.

Responsibilities:

  • Executes all photo-related projects including website photography (on or off figure) and in-store marketing
  • Setting up lighting and composition, ensuring products are represented accurately, and in line with brand guidelines
  • Maintaining exposure and color accuracy standards while producing a high volume of images
  • Participate in advertising and publicity brainstorming strategies
  • Ensure post production of photography for web (retouching, cropping and adherence to proper file naming conventions) within set deadlines
  • Coordinate with Freelance photographer(s) to ensure all e-commerce product is shot and maintain consistent brand standards across commodities and product divisions

Qualifications

  • 1+ year work experience with proven photography and retouching
  • 1+ year work experience in a E-commerce environment
  • Experience with CaptureOne is an asset
  • Creativity with exceptional attention to detail
  • Possess a strong knowledge of social media and how it relates/interacts to customers through our marketing image
  • A solution focused problem-solving and troubleshooting approach
  • Strong analytical and research skills

As a result of Covid-19, most of our employees presently work remotely. When required to attend the office, strict safety protocols are in place. We are currently utilizing a virtual hiring process and interview candidates by phone or Zoom/Teams.

YM Inc. is an equal opportunity employer. If chosen to participate in the selection process, accommodations are available upon request. We will consult with the applicant to provide or arrange suitable accommodation in a manner that takes into account the applicant’s accessibility needs.

Job Types: Full-time, Permanent

Schedule:

  • Monday to Friday

Experience:

  • photography and retouching: 1 year (preferred)
  • E-commerce environment: 1 year (preferred)
  • CaptureOne: 1 year (preferred)

Work remotely:

  • No

Photographer – Ecommerce


CLICK TO APPLY

Senior Digital Designer, Customers point of sale – Vancouver, BC


Company: Square

Location: Vancouver, BC

Job description: add-on products, like Invoices, Gift Cards, Team Management, Marketing, and Loyalty. This is the central foundation of our business…. You Will: Translate marketing strategies into campaign landing pages, web product pages, and email campaigns. Iterate quickly…

Expected salary: $116400 – 165800 per year

Job date: Fri, 10 Sep 2021 22:29:14 GMT

Apply for the job now!

Content Writer / BloggerCarhub Automotive GroupThornhill, ON•Temporarily Remote Content writing and blogging: 1 year (Preferred). Social media: 1 year (Preferred). Our goal is to always give our customers the best experience possible with… 30+ days ago

The CarHub Automotive Group has an open position for a super talented Content Writer / Blogger who can get our company’s personality across in our posts

We’re looking for a highly motivated Content Writer and Blogger with excellent communication skills who thrives on writing content people want to share. Our goal is to always give our customers the best experience possible with every interaction and it’s our amazing culture that needs to be communicated to the reader.

With the ultimate goal of bringing our character to our online presence, you will research and write content that’s informative, timely and engaging. Grammar and spelling must be impeccable and writing approach must be casual, conversational, comfortable and sometimes amusing, while still being authoritative.

You will be working closely with our Social Media Coordinator and marketing team in order to maintain consistency, brand integrity and relevance to our online channels.

This is a full-time, permanent, office-based position at the CarHub North York location at Steeles and Yonge. Benefits package includes Medical/Dental/Vision benefits.

Must haves:

– You’re amazing when it comes to finding creative ways to present less than interesting information. Incorporating humour in your writing is a major asset.

– You’re a prolific writer, turning out a large number of articles with a quick turnaround time

– Knowledge of best practices with various social media channels including Facebook, YouTube, Instagram, Tiktok, etc. and clear understanding of the different approaches for each platform.

– Vivid imagination and ability to think outside the box and come up with new ways to promote the company through social media and/or blog articles

– More than 1 year experience writing content and/or blogging on a professional level

– Extremely organized and detail-oriented with a keen ability to prioritize projects

– High energy, enthusiastic, motivated and confident individual with an outgoing personality that comes across in writing

– Excellent written communication skills

– Ability to create original content and source appropriate existing industry content

– Ability to make articles about cars relatable to readers

Assets – not necessary but would be helpful

– Passion for cars – you love seeing the latest models and/or are keen to learn more about vehicles

– Marketing experience and knowledge of the automotive industry are huge assets

– Video editing skills

– Photoshop experience

– Experience and/or clear understanding of how SEO fits into your writing

If it sounds like we’re describing you, we would love to hear from you. Please forward the following to us:

1. Your resume

2. A cover letter telling us:

a. Why you’re best suited for this position

b. What experience you’ve had with the different social media channels

c. What level of interest you have in cars

3. Provide links to social media posts and articles you’ve written that showcase your compelling writing

We thank all applicants, however, only those candidates selected for an interview will be contacted. No calls please.

Job Types: Full-time, Permanent

Schedule:

  • Monday to Friday

COVID-19 considerations:
We’re taking all recommended safety precautions in the workplace.

Experience:

  • content writing and blogging: 1 year (Preferred)
  • marketing: 1 year (Preferred)
  • social media: 1 year (Preferred)

Work remotely:

  • Temporarily due to COVID-19

Content Writer / Blogger


CLICK TO APPLY

Digital Marketing / SEO AnalystTrader Corporation3.6Toronto, ON Use a variety of online tools, historical success and digital trends to audit and analyze the dealer and Dealer Group customers’ digital footprint from an SEO… 30+ days ago·More…View all Trader Corporation jobs – Toronto jobsSalary Search: Digital Marketing / SEO Analyst salaries in Toronto, ONSee popular questions & answers about Trader Corporation

Job Description


Summary of Job:

The SEO Analyst supports strategy and execution of search engine optimization solutions for automotive dealership customers. This role will involve in depth analysis of the client’s digital marketing footprint as well as competitive analysis to uncover missed opportunities that will help the dealer grow their business. This position will spend majority of time managing dealers’ local online presence and implementing strategies to improve their visibility.


General Responsibilities:

Implement local SEO strategies on the client’s Google My Business, website, and other online profiles for the purpose of increasing the client’s organic keywords exposure and local search traffic.

Use a variety of online tools, historical success and digital trends to audit and analyze the dealer and Dealer Group customers’ digital footprint from an SEO perspective.

Work with SEO Manager and cross-functional departments to assist in building search engine optimization strategies for dealers and Dealer Group clients.


Key Traits and Competencies:

  • Self-motivated and results driven with the ability to multi-task in a fast paced team environment
  • Passion for the power of content and web analytics
  • Excellent oral, written and interpersonal skills; the ability to effectively communicate with all levels within the organization
  • Independent learner – ability to learn on their own and discover new industry trends
  • Excellent client management skills as well as presentation skills for leading meetings


Required Education, Experience and Technical Skills:

  • At least 1 year of SEO or Digital Marketing experience (Recent Digital Marketing Bootcamp graduates can also apply)
  • Excellent written and verbal communication skills
  • Working familiarity of SEO best practices and management (Experience using SEO tools, website CMS, and web analytics is an asset)
  • Ability to use quantitative and qualitative metrics to communicate progress and identify meaningful trends
  • High level of proficiency with the internet and MS Office (particularly MS Excel, MS Word and MS PowerPoint)
  • Knowledgeable about the latest trends in search engine
  • Google Analytics Certification would be an asset
  • Knowledge of Local SEO and Google My Business is an asset
  • Working knowledge of SEM Rush and Bright Local is an asset
  • Bilingualism (French/English) is an asset, but not required

Digital Marketing / SEO Analyst


CLICK TO APPLY

Customer Segment Lead, Underserved Customers, Scotia Digital

Job title: Customer Segment Lead, Underserved Customers, Scotia Digital

Company: Scotiabank

Job description: Requisition ID: 107340

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

The underserved customer segment lead will develop a holistic understanding of the unique needs and experiences of equity-deserving customers, particular communities of focus include LGBT+, POC, Black customers, Indigenous customers and customers with income vulnerability. The segment lead will advocate for these customers with our partners in design, product, engineering, and various teams across the bank, as we deliver new product and service offerings. The right person for this role has a strong interest in improving customer satisfaction, loyalty, advocacy across each touchpoint, and in helping our customers reach their goals.

Is this role right for you?

  • Curates and maintains a cohesive, ongoing point of view about the underserved customer segment and their digital experience. Highlighting the unique needs and challenges, bright spots, gaps, key moments of truth, and dimensions specific to that segment, they make sure we’re better positioned to advance the overall digital experience of these customers purposefully across our digital journeys.
  • Act as a stakeholder and partner for Digital Design and Product Development teams, helping to inform prioritization and roadmap decisions impacting underserved customers, and driving systemic education and awareness within these teams about the overall segment experience.
  • Shines a light on the gaps within our current experiences and where we need to invest further, and the consequences to that experience of the choices we make in design and product.
  • Act as the expert digital representative and primary interface for the underserved segment with key partner functions across the Bank. Liaising with partners and advocating for the digital investments required as part of the Bank’s broader focus on the underserved segment, the segment lead drives education and awareness in Bank programs on the realities involved in digital investment for key customer journeys.
  • Drive a customer-focused culture across multiple workstreams and teams, leveraging a wide network of cross-bank relationships, systems and Scotia landscape knowledge to effectively ensure the customer wins over traditional product and LoB mandates.
  • Develop strategy, KPIs and experience principles for segment-specific programs that marry customer and business needs effectively to drive results.
  • Drives insights by commission research from DCOP, GBCI or external teams to inform strategy around the customer segment. Ensure programs properly integrate bank data and a quantitative approach to align programs with revenue opportunities
  • Understands how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
  • The customer segment lead actively pursues effective and efficient operations of their respective areas in accordance with Scotiabank’s Values, its Code of Conduct and the Global Sales Principles. They ensure 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.
  • Supports the director of customer segment experience with developing and practicing CX techniques, new strategic CX assets, measurement and benchmarking, and standardizing the DCOP approach.
  • Supports the development and tracking of progress against CX-related KPIs, and lead analysis into customer problems.
  • Partners with Digital Product and Marketing teams on implementing the approach in a ‘coach’ role.
  • Leverages bank relationships and form new partnerships to increase DCOP influence of the broader customer experience for assigned segment.
  • Maintains a leadership position for Digital CX by representing Digital CX in forums such as Canadian Banking CX, Service Effectiveness, Customer Value etc. Participates in existing CX programs and groups such as Digital Citizenship, Adoption/Migration etc.
  • Identifies digital CX opportunities specific to the assigned segment that are currently being missed in existing and planned bank activities, and advocate to integrate digital CX components within such bank activities.

Do you have the skills that will enable you to succeed?

  • Knowledge or experience in diversity and inclusion areas such as: accessibility, employment equity, cultural, gender and /or disability studies.
  • Significant experience serving or supporting underserved customers and equity seeking communities.
  • High level of experience in experience design, product, content, marketing, research and program management
  • Experience with transformation, Stakeholder Management and Strategy Initiatives
  • Skilled relationship management including, influencing senior executive decisions
  • Proven ability to lead cross-functional teams
  • Data/analytics proficiency to proactively pursue and harness data insights to drive CX decisions
  • Technical acumen to collaborate with product development teams on platform-level work that advances the Digital CX agenda
  • Excellent verbal and written communication skills, ability to communicate on a broad spectrum (from deep technical discussions to high level executive vision)
  • Work experience in facilitation and fact-based problem solving to resolve complex issues and drive actionable outcomes
  • 10 – 15 years of digital, strategy, marketing or technology experience, financial services experience an asset

What’s in it for you?

  • We have an inclusive and collaborative working environment that encourages creativity and curiosity and celebrates success!
  • We provide you with the tools and technology needed to create meaningful customer experiences
  • You’ll get to work with and learn from diverse industry leaders, who have hailed from top technology companies around the world
  • We hire you for your talent — not just a job — so you can grow with us. We’ll equip you for success not only in your role, but also in your career as a whole
  • Dress codes don’t apply here: being comfortable does
  • Our work from home social channel offers weekly virtual yoga, social events, learning opportunities, and contests to share current experiences & promote wellbeing in our new remote environment
  • Access to thousands of online and in-person courses so you can hone your current skills, or learn new ones
  • A competitive rewards package that includes a base salary, a performance bonus, company matching programs on pension and profit sharing, paid vacation, personal & sick days, medical, vision, and dental benefits that start from day one and much more!
  • Free shuttle service to and from Union Station, onsite subsidized cafeteria with a chef, and an onsite fitness center *

*Some of our perks & onsite offerings will be offline as we continue to monitor federal and provincial regulations around COVID-19.

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 . 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.

Expected salary:

Location: Toronto, ON

Job date: Sat, 26 Jun 2021 22:24:47 GMT

Apply for the job now!

Customer Segment Lead, Underserved Customers, Scotia Digital

Job title: Customer Segment Lead, Underserved Customers, Scotia Digital

Company: Scotiabank

Job description: Requisition ID: 107340

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

The underserved customer segment lead will develop a holistic understanding of the unique needs and experiences of equity-deserving customers, particular communities of focus include LGBT+, POC, Black customers, Indigenous customers and customers with income vulnerability. The segment lead will advocate for these customers with our partners in design, product, engineering, and various teams across the bank, as we deliver new product and service offerings. The right person for this role has a strong interest in improving customer satisfaction, loyalty, advocacy across each touchpoint, and in helping our customers reach their goals.

Is this role right for you?

  • Curates and maintains a cohesive, ongoing point of view about the underserved customer segment and their digital experience. Highlighting the unique needs and challenges, bright spots, gaps, key moments of truth, and dimensions specific to that segment, they make sure we’re better positioned to advance the overall digital experience of these customers purposefully across our digital journeys.
  • Act as a stakeholder and partner for Digital Design and Product Development teams, helping to inform prioritization and roadmap decisions impacting underserved customers, and driving systemic education and awareness within these teams about the overall segment experience.
  • Shines a light on the gaps within our current experiences and where we need to invest further, and the consequences to that experience of the choices we make in design and product.
  • Act as the expert digital representative and primary interface for the underserved segment with key partner functions across the Bank. Liaising with partners and advocating for the digital investments required as part of the Bank’s broader focus on the underserved segment, the segment lead drives education and awareness in Bank programs on the realities involved in digital investment for key customer journeys.
  • Drive a customer-focused culture across multiple workstreams and teams, leveraging a wide network of cross-bank relationships, systems and Scotia landscape knowledge to effectively ensure the customer wins over traditional product and LoB mandates.
  • Develop strategy, KPIs and experience principles for segment-specific programs that marry customer and business needs effectively to drive results.
  • Drives insights by commission research from DCOP, GBCI or external teams to inform strategy around the customer segment. Ensure programs properly integrate bank data and a quantitative approach to align programs with revenue opportunities
  • Understands how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
  • The customer segment lead actively pursues effective and efficient operations of their respective areas in accordance with Scotiabank’s Values, its Code of Conduct and the Global Sales Principles. They ensure 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.
  • Supports the director of customer segment experience with developing and practicing CX techniques, new strategic CX assets, measurement and benchmarking, and standardizing the DCOP approach.
  • Supports the development and tracking of progress against CX-related KPIs, and lead analysis into customer problems.
  • Partners with Digital Product and Marketing teams on implementing the approach in a ‘coach’ role.
  • Leverages bank relationships and form new partnerships to increase DCOP influence of the broader customer experience for assigned segment.
  • Maintains a leadership position for Digital CX by representing Digital CX in forums such as Canadian Banking CX, Service Effectiveness, Customer Value etc. Participates in existing CX programs and groups such as Digital Citizenship, Adoption/Migration etc.
  • Identifies digital CX opportunities specific to the assigned segment that are currently being missed in existing and planned bank activities, and advocate to integrate digital CX components within such bank activities.

Do you have the skills that will enable you to succeed?

  • Knowledge or experience in diversity and inclusion areas such as: accessibility, employment equity, cultural, gender and /or disability studies.
  • Significant experience serving or supporting underserved customers and equity seeking communities.
  • High level of experience in experience design, product, content, marketing, research and program management
  • Experience with transformation, Stakeholder Management and Strategy Initiatives
  • Skilled relationship management including, influencing senior executive decisions
  • Proven ability to lead cross-functional teams
  • Data/analytics proficiency to proactively pursue and harness data insights to drive CX decisions
  • Technical acumen to collaborate with product development teams on platform-level work that advances the Digital CX agenda
  • Excellent verbal and written communication skills, ability to communicate on a broad spectrum (from deep technical discussions to high level executive vision)
  • Work experience in facilitation and fact-based problem solving to resolve complex issues and drive actionable outcomes
  • 10 – 15 years of digital, strategy, marketing or technology experience, financial services experience an asset

What’s in it for you?

  • We have an inclusive and collaborative working environment that encourages creativity and curiosity and celebrates success!
  • We provide you with the tools and technology needed to create meaningful customer experiences
  • You’ll get to work with and learn from diverse industry leaders, who have hailed from top technology companies around the world
  • We hire you for your talent – not just a job – so you can grow with us. We’ll equip you for success not only in your role, but also in your career as a whole
  • Dress codes don’t apply here: being comfortable does
  • Our work from home social channel offers weekly virtual yoga, social events, learning opportunities, and contests to share current experiences & promote wellbeing in our new remote environment
  • Access to thousands of online and in-person courses so you can hone your current skills, or learn new ones
  • A competitive rewards package that includes a base salary, a performance bonus, company matching programs on pension and profit sharing, paid vacation, personal & sick days, medical, vision, and dental benefits that start from day one and much more!
  • Free shuttle service to and from Union Station, onsite subsidized cafeteria with a chef, and an onsite fitness center *

*Some of our perks & onsite offerings will be offline as we continue to monitor federal and provincial regulations around COVID-19.

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.

Expected salary:

Location: Toronto, ON

Job date: Sun, 27 Jun 2021 22:34:00 GMT

Apply for the job now!