Manager, Customer Journey Management

Requisition ID: 210095

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

The Role

The Manager Customer Journey Management defines, executes, and optimizes the end-to-end digital marketing strategy across organic, owned, and paid channels. They act as a strategic advisor, collaborating closely with marketing teams and business line stakeholders to define targets and requirements for digital campaigns, as well as with digital platform subject matter experts in a dedicated squad. Ultimately, generating an integrated, customer-centric, digital marketing plan across all customer journey touchpoints.

Is this role right for you? In this role, you will:

• Champions a customer first strategic approach coordinating cross functional digital teams in the creation and flawless execution of end-to-end digital marketing strategy across organic, owned, and paid digital channels for specific lines of business.
• Focuses on a seamless customer journey, ensuring consistent messaging from one touchpoint to the other to provide an optimal brand and customer experience.
• Responsible for planning and executing across the authenticated digital channels (Online banking, Mobile banking app, ABM).
• Oversees the execution across other digital channels (.COM & Paid) in customer acquisition, sales, engagement, and adoption campaigns for assigned business lines.
• Delivers post-campaign analysis of marketing campaigns with insights and recommendations for future consideration that add value for the customer.
• Coordinates subject matter expertise across platforms to proactively identify and recommend future campaigns and initiative improvements through active awareness by staying ahead of emerging customer needs. Has a high level of digital marketing tactics, channel metrics, industry best practices, and A/B/multivariate test results
• Provides input to help support the strategy for evolving the authenticated & unauthenticated digital banking channels.
• Participates in agile squads/sprints as a Subject Matter Expert to help shape and develop new functionality, user experiences, customer journeys, and other initiatives to meet customer demands and drive sales, online and mobile banking adoption, and customer engagement initiatives.
• Leads all campaign testing activities across channels, including coordinating campaign launch dates, optimizing marketing calendar, as well as responsible for all escalations related to operational activities.

Do you have the skills that will enable you to succeed in this role? - We'd love to work with you if you have:

• Minimum of 3-4 years of digital direct-to-consumer marketing experience.
• Strong initiative, forward thinking, and creative problem-solving skills with the ability to create or stimulate integrated cross-disciplinary strategic marketing solutions.
• Superior communication skills with the ability to influence and guide strategy and campaign testing and optimizations.
• High attention to detail, exceptionally organized, and strong project management skills.
  

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.