Online Manager - Toronto, ON, Canada - HomeEquity Bank

Description

Manager, Loyalty Experience - One Year Contract

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.

At HomeEquity Bank, our values drive and inspire our actions with our customers, our partners and each other.

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.

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., 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
Manages weekly, monthly and quarterly KPI monitoring and reporting; 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
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
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
Creative and continuous improvement mindset
Experience in financial services is an asset; working knowledge of the mortgage industry preferred
Working a full-time schedule that requires being in person in the office, 3 days per week
We pride ourselves in recognizing and celebrating performance, community service, teamwork, and diversity among our employees.

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 , 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.

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.

For these reasons, we have created several programs that make it easy for our employees to say 'great job' to their colleagues and leaders.

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.
Find out what we're up to online, and learn more about what makes HomeEquity Bank a great place to work:
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