Manager, Rewards Strategy and Management

 

Requisition ID: 24679

Join the Global Community of Scotiabankers to help customers become better off.

Job Purpose

 

Scotiabank aspires to be known as the Rewards Bank in Canada. As a vital member of the Rewards team, the incumbent will help evolve Scotiabank’s Rewards Program(s) and establish market-leading loyalty program(s). The successful incumbent will be presented with the opportunity to work on a growing team, focused on helping our customers become better off.

 

The role requires a leader with a passion to drive change, as well as a keen focus on the customer, financials, and our brand. The incumbent will ensure the flawless execution of projects and campaigns to support Program goals, such as driving point redemption, and is responsible for developing strong relationships with internal and external partners. The successful candidate will be able to think critically and demonstrate perseverance, while balancing different priorities.

The incumbent will have ownership of the day-to-day loyalty program(s) and will manage all aspects of the customer journey, from digital/website experience to improving customer satisfaction, in addition to working closely with partners to develop customer-facing experiences, functionality, and creative. The successful candidate will devise strategies and be responsible for making key decisions that influence the direction of the Program.

 

 

Key Accountabilities

 

1. Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.

 

2. Manages relationships with loyalty rewards partners and contracts:

 

  • Rewards Program and Project Management
    • Own and manage the delivery of customer Rewards programs and platforms including Rewards channel management and optimization. Drive awareness of redemption options, launch loyalty communications/campaigns, and make continual adjustments and improvements as needed.
    • Lead and manage loyalty-related project(s) to achieve business objectives, including working closely with Product and Technology teams internally and partners externally as well as managing timelines
    • Identify new areas of opportunity both from a customer and financial perspective and provide Rewards Program subject matter expertise as required
    • Monitor market/consumer trends and customer feedback, and apply learnings
    • Ensure compliance

 

3. Identifies opportunities for customer-centric loyalty rewards, focusing on optimizing rewards NPS and redemption mix, and improving product usage.

 

4. Partners across the organization (including Business Lines and Channels) to align engagement strategies. Maintains strong working relationships with key partners and stakeholders to ensure smooth transition and execution of projects.

  • Partner Management
    • External partners – The incumbent will be the day-to-day point of contact for third party rewards partner(s). Responsibilities include building/maintaining partner relationships, managing escalations, website management, and budget management.
    • Internal partners - Work closely with product owners and internal stakeholders to build and improve the Program

 

5. Continually monitors current and historical trends (internal and external) and stays up-to-date on the competitive landscape. Reports findings and future outlook/projections to Senior Management. Develops  recommendations and assists with preparation of business cases and supporting documentation.

  • Reporting and Analysis – Program, Campaign, and Project Performance
    • Points Bank management and oversight
    • Create and manage reporting for the Rewards Program and campaigns. Review program, campaign and project performance with Partners, Finance, and Analytics and track key performance indicators.
    • Analyze and develop recommendations for improvements, enhanced efficiencies, and new capabilities

 

6. Loyalty Financials

  • Optimize loyalty expenses – drive strategies to improve the weighted average cost per point (CPP) and related costs while increasing acquisition, product usage and customer engagement
  • Develop and manage annual plans, forecasts, and budgets and assist Finance in forecasting and monitoring loyalty expenses within the P&L
  • Manage the Loyalty and Partner budget(s) - optimize return of marketing dollars to achieve targets

 

7.  Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.

 

8. Actively pursues effective and efficient operations of his/her respective areas, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct.

 

9. Champions a high performance environment and contributes to an inclusive work environment.

Location(s):  Canada : Ontario : Toronto

As Canada’s International Bank, we are a leader when it comes to inclusion. We are a diverse and global team, speaking more than 100 languages with backgrounds from more than 120 countries. 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. Candidates selected for an interview will be contacted directly.  If you require accommodation during the recruitment and selection process, please let us know. We will work with you to provide as seamless a recruitment experience as possible.

Company
ScotiaBank
Posted
09/02/2018
Type
Full time
Location
Toronto, 08, CA