Manager, Customer Management - Cards
Position Type: Regular
Position Status: Full Time
: Product Development/Management
: Canada-Ontario-Toronto-750 Lawrence Avenue West East Building - 6th Floor
: May 30, 2018, 11:59:00 PM
We’re on a mission to build the relationship-focused bank of the future and we’re looking for the passionate collaborators, innovators, advisors, and leaders who can get us there. Our distinct culture is built on a shared commitment to do what’s right for our clients, our people, and our communities, and we strive for excellence in everything we do. Because life at CIBC is not only what you do, but how you do it.
To learn more about CIBC, please visit CIBC.com
What You’ll Be Doing
You'll report to the Director, Customer Management and you will manage and implement the one-year account management plan across all consumer and small business credit card products. You will be responsible for leading key client growth, engagement and revenue enhancement strategies to maximize cardholder profitability and ensure CIBC remains competitive in the marketplace including: managing & monitoring key business metrics (Outstandings, Purchase Volume, Net Interest Income; Activity rates), new opportunity evaluation & sizing, and continuing to evolve our existing processes and systems to optimize delivery. You will work with high performing, highly productive and diverse teams (#OneTeam) to successfully implement programs to grow & retain clients while maintaining a strong focus on client experience.
How You’ll Succeed
Strategy Development - Aligned with our ‘Win at Relationship’ strategy, you with lead the development and delivery of client account management initiatives to grow & develop our existing cardholder base (ie: credit limit increases; balance transfer; engagement/retention initiatives). You will continuously monitor and interpret business results against key performance targets and recommend & implement solutions to further enhance programs. Monitor the competitive landscape to create a roadmap for future initiatives to drive success.
Campaign Management & Delivery – Lead the development and delivery of a formal one-year marketing plan with monthly and quarterly updates (including budget management). Contribute to Customer Management’s overall plan and deliver programs (offer & fulfillment, segment and target audience, creative etc) to cardholders through multiple channels. Drive and leverage analytics to deliver measurable and profitable programs – embedding results driven learning into future initiatives for continuous improvement.
Relationship & Client Management – Collaborate effectively and ensure alignment with internal and external partners & vendors including Risk Management, Finance, Legal and Compliance, Business Controls, Delivery Channels, Marketing, Technology, and other lines of businesses - to deliver client-centric programs and processes that make CIBC ‘Easy to Bank With’. Support initiatives to simplify Card processes and deliver a better client experience.
Who You Are
You can demonstrate experience in Credit Card Business. 3+yrs of strategic and business planning, with ability to co-ordinate inter-department work packages, as well as strategic planning skills sufficient to execute complex assignments and projects which can be ambiguous in nature.
You're digitally savvy. You seek out innovative solutions and embrace evolving technologies. You can easily adapt to new tools and trends.
You give meaning to data. You enjoy investigating complex problems, and making sense of information. You're confident in your ability to communicate detailed information in an impactful way.
You put our clients first. You engage with purpose to find the right solutions. You go the extra mile, because it's the right thing to do.
Your influence makes an impact. You know that relationships and networks are essential to success. You inspire outcomes by making yourself heard.
Values matter to you. You bring your real self to work and you live our values – trust, teamwork and accountability.
What CIBC Offers
At CIBC, our people are our greatest asset. You’ll become part of a diverse community that acknowledges everyone’s unique talents, and empowers teams to do what’s right for the client, and to do it well. As part of our team, you will:
Thrive: Benefit from an open and approachable culture that provides the flexibility and support you need to integrate your life at work and at home
Connect: Work in a place where the right technology and infrastructure fosters innovation, collaboration and creativity
Develop: Grow your skills and career through our best-in-class onboarding experience, ongoing learning opportunities, individual development planning, and comprehensive product training
Prosper: Share in our collective success with a competitive salary, incentive pay, banking benefits, health benefits program, and employee share purchase plan
What You Need to Know
CIBC is committed to creating an inclusive environment where all team members and clients feel like they belong. We seek applicants with a wide range of abilities and we provide an accessible candidate experience. If you need accommodation during the application or interview process, please contact Mailbox.firstname.lastname@example.org
You need to be legally eligible to work in Canada at the location(s) specified above and, where applicable, must have a valid work or study permit
This is a regular full time role with a schedule of 37.5 hours each week.
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