Manager, Retention Strategy & Planning
Manager, Retention Strategy & Planning
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Job Description
Requisition ID: 228821
Join a purpose driven winning team committed to results in an inclusive and high-performing culture.
As the Manager Retention Strategy & Planning you will build data-informed strategies to improve client retention applying strategic thinking to uncover risks and opportunities across key client touchpoints. You will focus on identifying key drivers of attrition through deep analysis of trends behaviors and performance insights. Partnering closely with the Senior Manager you will support forecasting prioritization and performance measurement to inform and evolve our mid to longer-term retention strategies.
Is this role right for you In this role you will:
- Lead the development of strategic retention recommendations by translating data and insights into actionable priorities
- Identify emerging trends client behaviors and performance patterns to uncover opportunities that will inform the retention strategy
- Identify and size strategic opportunities through client profiling segmentation analysis predictive modeling and deep dives into key drivers of attrition and primary fall out
- Track measure and communicate performance and insights across retention outreach initiatives by partnering with Analytics and key stakeholders across all levels of the Bank
- Continuously evolve retention performance reporting through dashboard analysis and ad hoc deep dives focused on client attrition primacy fallout and product-level trends
- Consolidate and track results across all squad and BAU retention initiatives providing a clear view of outcomes and trends including voluntary and involuntary attrition - with attention to understanding and articulating where and why these trends are occurring
- Support annual planning and prioritization of retention initiatives by contributing to opportunity sizing impact assessments and data-informed recommendations
- Work closely with Senior Manager Strategy Squad & Programs to identify and prioritize deliverables and backlog initiatives
- Leverage internal and external market research and best practices to enhance strategy development and innovation
- Collaborate with partners across analytics digital marketing and product teams to ensure alignment and delivery of retention-focused insights and solutions
- Drive a client focused culture by leveraging broader Bank relationships systems and knowledge to retain client relationships
- Understand how the Banks risk appetite and risk culture should be considered in day-to-day activities and decisions
Do you have the skills that will enable you to succeed in this role Wed love to work with you if you have:
- Multiple years of related experience and a post-secondary education focused in Business or a related field
- Proven experience in performance tracking data analysis and insight generation ideally within a client retention or a strategy-focused role
- Strong analytical and problem-solving skills with the ability to interpret complex data and translate it into actionable strategies
- Proficiency in using data visualization and reporting tools (e.g. Excel Tableau Power BI) and comfort working with large datasets
- Experience with client segmentation predictive modeling and opportunity sizing to support strategic decision-making
- A collaborative mindset with the ability to work cross-functionally across analytics digital marketing and product teams
- Excellent communication and storytelling skills with the ability to present insights clearly to stakeholders at all levels
- A strategic thinker with a keen eye for identifying trends risks and opportunities in client behavior and retention performance
- Familiarity with financial services client lifecycle management and/or customer experience strategies is an asset
- A proactive self-starter attitude with strong organizational skills and the ability to manage multiple priorities in a fast-paced environment
- An understanding of risk management principles and how to incorporate them into day-to-day decision-making
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.
Required Experience:
Manager
Employment Type
Full Time
