Director, Cross Border Acquisition and Engagement

What is the Opportunity?

The Director of Cross-border Acquisition and Engagement Strategy is responsible for overall client including the evolution, refinement and health of the cross-border value proposition. Ensures profitable client growth and develops cross-border acquisition and retention revenue strategy, including key initiatives, oversight and reporting. Overall responsibility for the success of RBC Bank Cross-Border value proposition and solutions team responsible for the creation, development, execution and supervision of the Everyday Banking, Business Banking and Real Estate Financing products, services, and growth strategies across RBC Bank (including Retail and Business Savings and Deposits accounts, Debit Cards & Cash Access, Foreign Exchange, Credit Cards & Payments, PLOCs, Rewards & Partnerships, Mortgages and HELOCs). This role will develop forecasts for new-client acquisition (including both gross acquisition and retention volumes) and develop strategies to achieve acquisition and engagement goals. In close collaboration with Sales and Marketing, this role will design and optimize offers across segments, while also identifying segment expansion opportunities (retail and business) both within and outside RBC. Leveraging data and insights from the RBC Bank portfolio, the role will develop cross-border engagement strategies to retain and deepen client relationships.

What will you do?

• Sets the Product Value Proposition Strategy and Vision for RBC Bank's Cross-Border Product suite (Everyday Banking, Business Banking and REF) aligning client needs with financial and growth expectations.
• Oversees development and execution of RBC's value proposition considering RBC's broader business strategy and complex regulations and nuanced supervisory expectations, including how they apply in a matrixed environment.
• Serving as the primary business representative in Canada, builds close partnerships with RBC business partners to ensure alignment, create growth opportunities and achieve strategic objectives.
• Leads the execution of the product roadmap, ensuring prioritization is based upon business benefits and interdependencies across the suite of products and channels.
• Helps foster alignment and standardization of initiative business cases leveraging marginal profitability, cost-to-acquire, cost-to-originate and cost-to-service models.
• Deep understanding of revenue and cost drivers to optimize financial results; develop success/performance metrics and monitor and respond to achieve anticipated outcomes.
• Leverages data and analytics to gain insights into risks and opportunities for growth, enhanced profitability and improvements to the client experience.
• Identifies and manages existing and emerging Product Risks that stem from business activities and coordinates first line of defense processes and routines to ensure heightened standards are maintained across the Product suite
• Digests business performance reporting and initiates actions to optimize product acquisition, engagement, retention and profitability.
• Oversight for all vendor relationships that support the Banks' Retail and Business Banking Product suite
• Works collaboratively with Marketing, Finance, Risk Management, Legal, Compliance, Information Technology, Operations and Distribution channels to deliver industry leading product offerings and a value proposition that supports and drives profitability.
• Accountable for RBC Bank's product value proposition and product strategy ensuring effective alignment and continual improvement to maintain competitive advantage.
• Collaborates with key business partners to ensure voice of client is reflected in value proposition and evolving client needs and expectations are deeply understood and applied.
• Leads a high performing Solutions team to ensure optimal performance of the Banking products, creating a culture of continuous improvement and challenge of the status quo.
• Accountable for EDB and REF client acquisition and retention strategies and outcomes.
• Accountable for the annual budgeting and ongoing forecasting process for net-acquisition activities.
• Accountable for optimizing cost per acquisition across channels, segments and offers.
• Leads others through the delivery of initiatives and strategies to grow client acquisition and/or reduce attrition.
• Conducts market research and analysis to identify emerging trends, competitive landscapes, and growth opportunities within the Canadian-American demographic.
• Collaborates with cross-functional teams including marketing, product development, sales, and customer experience to align growth strategies with business objectives and key results.
• Leads the development of customer segmentation strategies enabling personalized marketing campaigns to effectively target and engage Canadian customers.
• Analyzes Objectives and Key Results (OKRs), key performance metrics and KPIs to assess the effectiveness of growth initiatives and drive continuous optimization and improvement.
• Knowledgeable of regulatory environment and expectations, industry trends, and customer preferences to inform strategic decision-making and ensure compliance with relevant laws and regulations.
• Represents and explain acquisitions performance, insights, and demonstrate progress to business stakeholders and partners.
• Partners with RBC Canada teams, including CIDM, Marketing, Digital Marketing, Sales Enablement and others to determine acquisition priorities and execution plans.
• Develops new acquisition programs and channels to support accelerated growth and provide analysis of results/outcomes.

What do you need to succeed?

• Minimum 10 years work experience in a combination of financial services products, pricing, client strategy and growth initiatives.
• Experience in strategic planning, forecasting and client segmentation
• Strong analytical, presentation and critical thinking skills required
• Strong risk and regulatory knowledge, and a proven ability to maintain strong relationship with regulators.
• Management experience in a rapidly changing and evolving environment, versatile, adaptable, action oriented and results driven.
• Track record of managing a team and ability to drive the agenda and produce high quality results.
• Demonstrated ability to work with business and functional leaders, operations, execution/delivery and data teams.
• Excellent interpersonal, verbal and written communication skills with demonstrated ability to effectively communicate with senior leaders and internal partners.

What's in it for you?

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

• A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable
• Leaders who support your development through coaching and managing opportunities
• Ability to make a difference and lasting impact
• Work in a dynamic, collaborative, progressive, and high-performing team
• Opportunities to do challenging work
• Opportunities to build close relationships with clients

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Job Skills

Acquisitions, Banking, Business Objectives, Business Performance, Business Strategies, Client Acquisitions, Client Growth, Competitive Advantages, Customer Acquisition Strategy, Customer Experience (CX), Growth Strategies, Performance Management (PM), Product Development Lifecycle, Product Services, Product Testing, Profitability, Retention Strategies, Strategy Development, Taking Initiative, Team Management, Value Propositions

Additional Job Details

WATERPARK PLACE, 20 BAY ST:TORONTOTORONTOCanada37.5Full timePERSONAL & COMMERCIAL BANKINGRegularSalaried2024-12-192025-02-21

Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above