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Role Overview

The Managing Director Customer Contact Effectiveness is accountable for the endtoend development execution governance and continuous improvement of customer communications and customer journeys. This role leads multichannel campaign execution analytics measurement technology enablement processes and journey optimization to drive improved customer outcomes operational efficiency and business performance.

HYBRID position: 4 days per week onsite at our downtown Toronto office

KEY Responsibilities:

1. Campaign Execution

• Develop and execute targeted customer communications across all channels for P&BB customers.

• Manage the endtoend delivery of customer communications including coding and delivering campaign files.

• Oversee digital communications execution for customers.

• Respond to customer and frontline complaints related to campaign communications.

2. Campaign Analytics & Measurement

• Analyze campaign performance to generate insights and recommendations that improve channel and campaign strategy.

• Automate measurement and build dashboards that enable portfolio visibility and selfserve analytics.

• Provide statistical guidance testing design support and validation.

• Develop and review business cases for campaigns and new channel initiatives.

• Manage omnichannel reporting and insights.

• Standardize and automate measurement across P&BB and leverage AI to drive operational efficiencies and insights to drive improvements and enhancements to campaign strategies

3. Communication Infrastructure & Capabilities

• Provide business requirements and operational input into the technology strategy and futurestate planning for Customer Contact infrastructure.

• Define and manage business requirements for technologies supporting directtocustomer communications.

• Lead monetization of communication strategies for direct customer communications associated with CRM.

• Oversee data curation data validation and auditcompliant processes related to customer communications.

• Manage vendor partnerships supporting campaign tools and regulatory compliance.

4. Customer Journey Ownership & Optimization

• Lead endtoend journey design and continuous improvement for creditrelated customer experiences including onboarding early tenure and exception handling.

• Identify friction points and implement enhancements to improve customer outcomes and efficiency.

• Oversee journeylevel KPIs performance measurement and reporting.

5. Governance Controls & Issue Remediation

• Act as the accountable journey owner for offer governance acceptance processes and customerimpacting issues.

• Lead investigations and remediation activities as required (e.g. offer issue remediation).

• Ensure communications meet all regulatory requirements and have the applicable sign-offs

• Own the campaign and journey execution processes and manage the audit processes to ensure the team is executing processes and procedures accordingly

6. Business & Operations Alignment

• Collaborate with crossfunctional partners to ensure customer journeys align with policy compliance and product strategy.

• Manage email and journeyrelated volumes and costs to ensure alignment with budget and contractual obligations.

• Lead and manage system upgrades ensuring programs and communications are continuing to run according to plan

7. Data Governance

• Partner with Data and Technology teams on data governance and Salesforce Marketing Cloud alignment.

• Contribute to governance meetings to ensure new developments align with strategic direction and operational processes.

• Ensure consistency on how data is used and defined to ensure consistent use and application of data

8. Communication & Stakeholder Management

• Lead organizational forum and communications on communication results and impacts of targeted customer communications

• Communicate updates escalations proposals and program launches to leadership and key stakeholders.

• Deliver insights and recommendations to business partners to improve programs business results and operational efficiencies

9. Team Leadership

• Lead and develop the analytics team by setting clear objectives providing performance feedback and fostering a motivated high-performing culture

• Manage a team of 30 analytical and business professionals

SKILLS and EXPERIENCE:

10 yrs in each of the following areas:

• Lifecycle/CRM/marketing operations targeted customer communications and optimization

• Analytics measurement dashboards and automation to enhance insight generation

• Communication infrastructure data governance and technology requirements

• Governance compliance issue remediation and audit-aligned processes

Strong expertise in the following:

• Proven ownership of multichannel programs at scale (email push notifications SMS digital applications) ideally with millions of customers and regulated data.

• Strong expertise in leadership of a 30 person team of analysts and business specialists

• Strong expertise in cross-functional alignment with Product Compliance Technology and Operations

• Handson leadership with customer communication orchestration systems/platforms: e.g. Adobe Campaign/Journey Salesforce Marketing Cloud/Journeys Unica etc.

• Strategic Leadership and Vision

• Cross-Functional Collaboration

• Vendor and Stakeholder Management

• Operational Excellence and Continuous Improvement

Key Performance Indicators (KPIs):

Campaign performance uplift and ROI

Reduction in customer friction points across journeys

Journey-level KPI improvements (e.g. onboarding completion early tenure conversion)

Accuracy and timeliness of campaign execution

Engagement metrics across communication channels

Compliance adherence and reduction in customer-impacting issues

Operational efficiency gains and cost management

Adoption and effectiveness of dashboards and measurement automation

***Please note the base salary range for this position is CDN $170000.00 to CDN $185000.00***

The above represents BMO Financial Groups pay range and type.

Salaries will vary based on factors such as location skills experience education and qualifications for the role and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles the salary listed above represents BMO Financial Groups expected target for the first year in this position.

BMO Financial Groups total compensation package will vary based on the pay type of the position and may include performance-based incentives discretionary bonuses as well as other perks and rewards. BMO also offers health insurance tuition reimbursement accident and life insurance and retirement savings plans. To view more details of our benefits please visit: Us

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting positive change for our customers our communities and our people. By working together innovating and pushing boundaries we transform lives and businesses and power economic growth around the world.

As a member of the BMO team you are valued respected and heard and you have more ways to grow and make an impact. We strive to help you make an impact from day one for yourself and our customers. Well support you with the tools and resources you need to reach new milestones as you help our customers reach theirs. From in-depth training and coaching to manager support and network-building opportunities well help you gain valuable experience and broaden your skillset.

To find out more visit us at is committed to an inclusive equitable and accessible workplace. By learning from each others differences we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation please contact your recruiter.

Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO directly or indirectly will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid written and fully executed agency agreement contract for service to submit resumes.