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BMO Financial Group Senior Manager, BMO, Banking Experience Marketing, North America in ~ LRN - BMO Harris Bank, United States

Address:

55 Bloor Street West

Job Family Group:

Marketing

Senior Manager, North American Banking Experience Marketing

Wanted: A high energy leader who is customer obsessed with extreme passion about innovative experience design and driving transformational change.

Customer Advocate| Experience Designer| Marketer | Change Agent

The what:

  • Team leadership

  • Branch & ATM Transformation

  • Strategic multi-year planning

  • Roadmap design & execution

  • Customer experience design

  • Program design & strategy

  • Physical Channel Marketing campaign design & execution

  • Budget management & financial forecasting

  • Partner/stakeholder management

The How:

  • Building strong relationships and partnerships

  • Inspiring teams

  • Customer centric/focused

  • Influencing through innovative strategic thought leadership

  • Collaborating and demonstrating value

  • Complex problem solving and data driven decisions

The Senior Manager, North American Banking Experience Marketing leader develops the strategy, sets the direction for a team of five experienced professionals and delivers executional excellence for three distinct pillars across U.S & Canada:

  • Physical Channel (Branch & ATM) Marketing campaign strategy and execution

  • Physical Channel Strategy & Experience Design

  • Merchandising marketing delivery and operations

Develop and Execute Holistic Strategic Marketing Plans for the Physical Channel (Branches & ATM) – 50%

  • Develop and execute strategic and marketing plans, for a designated suite of physical channel programs and initiatives

  • Responsible for annual planning and quarterly reviews with the key business stakeholders and managing and influencing the $4.5-5MM direct and indirect marketing & program budget

  • Is customer obsessed - anchors strategy and recommendations in key customer insights and data.

  • Maintain clear understanding and current knowledge of global industry and competitive marketplace innovations and trends.

  • Ensure all campaigns and programs meet U.S. and Canada regulatory requirements and adhere to internal risk management standards.

  • Develop performance dashboards to track and analyze KPIs and adjust overall plans to ensure target performance.

  • Strategic eye for design & innovation

  • Collaborate with key stakeholders (Customer Experience, Physical Channels, Corporate Real Estate and front line sales) to ensure strategies and programs are holistically sound

Leadership and Relationship Management - 30%

  • Build a high performing team and cultivate an environment of inclusion

  • Lead the team in order to accomplish the overall goal of development and execution of the marketing strategy and initiatives.

  • Develop and empower the team to deliver to a consistently high standard

  • Lead by example by embodying Being BMO and BMO’s purpose of ‘boldly grow the good in business and in life’.

  • Provide support to the Director and VP, in order to accomplish the overall goals and objectives of the pillar.

Program Management - 20%

  • Provide program management, facilitation and execution of project plans, in support of strategic and tactical initiatives designed to meet designated business objectives and KPIs.

  • Manage and direct resources to support strategic and tactical initiatives.

  • Provide on-going management, maintenance and oversight for designated programs, identifying opportunities to improve and improve existing programs.

  • Manage internal and external third party relationships related to designated programs.

  • Manage financial resources and budget constraints, in order to meet the financials goals of the designated programs.

  • Participate and oversee related operational initiatives, including but not limited to: reducing costs in systems or process design; lead/support systems hardware and software upgrades/conversions as needed.

  • Develop, provide content and manage the implementation of training and communication programs for line personnel.

Knowledge:

  • Bachelor’s degree required

  • 8-10+ years of experience in financial services, non FI retail store and/or related field

  • Expert knowledge of customer experience design, marketing strategy and execution

  • Demonstrated skills in retail store and customer experience design strategy

Skills:

  • Excellent communication skills – written and verbal

  • Expert relationship building and relationship management skills

  • Strong strategy development and executional skills

  • Excellent presentation development and storytelling skills with an ability to influence and ‘sell’ key stakeholders on ideas at senior levels of the organization

  • Strong analytical and problem solving skills

  • Planning and organizing skills and ability to manage multiple priorities

  • In-depth sales & customer service focus and skills

  • Strong Microsoft Office skills

  • Ability to lead multiple projects and multiple teams concurrently

Senior Manager, North American Banking Experience Marketing

Wanted: A high energy leader who is customer obsessed with extreme passion about innovative experience design and driving transformational change.

Customer Advocate| Experience Designer| Marketer | Change Agent

The what:

  • Team leadership

  • Branch & ATM Transformation

  • Strategic multi-year planning

  • Roadmap design & execution

  • Customer experience design

  • Program design & strategy

  • Physical Channel Marketing campaign design & execution

  • Budget management & financial forecasting

  • Partner/stakeholder management

The How:

  • Building strong relationships and partnerships

  • Inspiring teams

  • Customer centric/focused

  • Influencing through innovative strategic thought leadership

  • Collaborating and demonstrating value

  • Complex problem solving and data driven decisions

The Senior Manager, North American Banking Experience Marketing leader develops the strategy, sets the direction for a team of five experienced professionals and delivers executional excellence for three distinct pillars across U.S & Canada:

  • Physical Channel (Branch & ATM) Marketing campaign strategy and execution

  • Physical Channel Strategy & Experience Design

  • Merchandising marketing delivery and operations

Develop and Execute Holistic Strategic Marketing Plans for the Physical Channel (Branches & ATM) – 50%

  • Develop and execute strategic and marketing plans, for a designated suite of physical channel programs and initiatives

  • Responsible for annual planning and quarterly reviews with the key business stakeholders and managing and influencing the $4.5-5MM direct and indirect marketing & program budget

  • Is customer obsessed - anchors strategy and recommendations in key customer insights and data.

  • Maintain clear understanding and current knowledge of global industry and competitive marketplace innovations and trends.

  • Ensure all campaigns and programs meet U.S. and Canada regulatory requirements and adhere to internal risk management standards.

  • Develop performance dashboards to track and analyze KPIs and adjust overall plans to ensure target performance.

  • Strategic eye for design & innovation

  • Collaborate with key stakeholders (Customer Experience, Physical Channels, Corporate Real Estate and front line sales) to ensure strategies and programs are holistically sound

Leadership and Relationship Management - 30%

  • Build a high performing team and cultivate an environment of inclusion

  • Lead the team in order to accomplish the overall goal of development and execution of the marketing strategy and initiatives.

  • Develop and empower the team to deliver to a consistently high standard

  • Lead by example by embodying Being BMO and BMO’s purpose of ‘boldly grow the good in business and in life’.

  • Provide support to the Director and VP, in order to accomplish the overall goals and objectives of the pillar.

Program Management - 20%

  • Provide program management, facilitation and execution of project plans, in support of strategic and tactical initiatives designed to meet designated business objectives and KPIs.

  • Manage and direct resources to support strategic and tactical initiatives.

  • Provide on-going management, maintenance and oversight for designated programs, identifying opportunities to improve and improve existing programs.

  • Manage internal and external third party relationships related to designated programs.

  • Manage financial resources and budget constraints, in order to meet the financials goals of the designated programs.

  • Participate and oversee related operational initiatives, including but not limited to: reducing costs in systems or process design; lead/support systems hardware and software upgrades/conversions as needed.

  • Develop, provide content and manage the implementation of training and communication programs for line personnel.

Knowledge:

  • Bachelor’s degree required

  • 8-10+ years of experience in financial services, non FI retail store and/or related field

  • Expert knowledge of customer experience design, marketing strategy and execution

  • Demonstrated skills in retail store and customer experience design strategy

Skills:

  • Excellent communication skills – written and verbal

  • Expert relationship building and relationship management skills

  • Strong strategy development and executional skills

  • Excellent presentation development and storytelling skills with an ability to influence and ‘sell’ key stakeholders on ideas at senior levels of the organization

  • Strong analytical and problem solving skills

  • Planning and organizing skills and ability to manage multiple priorities

  • In-depth sales & customer service focus and skills

  • Strong Microsoft Office skills

  • Ability to lead multiple projects and multiple teams concurrently

We’re here to helpAt 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. We’ll 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, we’ll help you gain valuable experience, and broaden your skillset.To find out more visit us at https://bmocareers.com.BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s 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.

BMO Financial GroupServing customers for 200 years and counting, BMO is a highly diversified financial services provider – the 8th largest bank, by assets, in North America. With total assets of $728 billion as of October 31, 2018, and a team of diverse and highly engaged employees, BMO provides a broad range of personal and commercial banking, wealth management and investment banking products and services to more than 12 million customers and conducts business through three operating groups: Personal and Commercial Banking, BMO Wealth Management and BMO Capital Markets.We serve Canadian clients through BMO Bank of Montreal®, our personal and commercial banking business, BMO Nesbitt Burns®*, one of Canada's leading wealth management firms, and BMO Capital Markets™, our North American investment and corporate banking division.In the United States, clients are served through BMO Harris Bank, a major U.S. Midwest personal and commercial bank, and BMO Private Bank, with wealth management offices across the United States, as well as BMO Capital Markets™, our North American investment and corporate banking division.We help our customers make money make sense by delivering the broadest range of financial services through a single point of contact. Our financial service professionals provide access to any services our customers require across the entire enterprise.

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