Marketing Manager, Customer Onboarding


Referred applicants should not apply directly to this role. All referred applicants must first be submitted through Workday by a current Loblaw Colleague. Location: 600-500 Lakeshore Blvd. West, Toronto, Ontario, M5V 2V9 President’s Choice Bank (PCF) is a wholly-owned subsidiary of Loblaw Companies Limited (LCL) and was established to promote President’s Choice Financial® products and services across Canada. PCF is focused on providing everyday payment solutions and services that reward the everyday. Together with the PC Services division of Loblaws Inc. which operates in the same office location, we offer products and services in the following segments: Payment Cards: The President’s Choice Financial Mastercard® credit card offers PC OptimumTM points for every dollar spent, with no annual fee. The PC MoneyTM Account is the newest addition to the payment products offered and operated by President’s Choice Bank. The PC Money Account works like a bank account and offers PC Optimum points for every purchase, with no monthly fee. Insurance: PC® home and auto insurance are offered through PC Financial Insurance Broker Inc. and relationships with several insurance companies. Telecom and Gift Cards: The Mobile Shop, PC mobile prepaid cell phone service, and Gift Cards businesses are focused upon delivering convenience and exceptional value to LCL customers.   LCL is Canada’s largest food distributor and has expanded into certain non-food categories, with operations across the country. LCL concentrates on food retailing with the objective of providing consumers with the best in one-stop shopping for everyday household needs. PCF and PC Services are important business units within LCL that manage and develop the products and service programs in order to improve the customer experience, maximize value, and provide a platform to enhance customer insights and relationships. Our vision is to make the everyday simple and better PC Financial is on a mission to raise the bar for what customers expect from their everyday money. To support our mission, the Marketing Manager, Customer Onboarding is responsible for leading the end-to-end planning and delivery of omnichannel (email, in-app, direct mail, web), multiproduct communications to new customers within their first 90 days of account tenure. Specifically, the Manager will perform the following functions in the Marketing team: What You'll Do Lead the overall strategy & delivery for PC Mastercard and PC Money Account onboarding activities to achieve key performance indicators (KPIs) Responsible for the oversight and roadmap of our automated digital onboarding journeys for both products, including managing data file delivery to email execution team, program monitoring, troubleshooting, dashboard reporting, and optimizations based on customer insights Own the A/B testing strategy to continuously improve our onboarding journeys informed by a combination of past results and a deep understanding of the customer insights Manage triggered email ID verification program for customers in pending status across both products, leading optimization strategy to drive higher application completion rates & product approvals Oversee new customer welcome kit channel (including cards, card carrier, inserts) , ensuring all collateral inventory levels are adequate and with applicable marketing and regulatory updates Collaborate with teams across the business (including Product Management, Digital, Credit Risk, Legal & Compliance, Insights & Analytics, Operations, Loblaw Digital) and external partners (creative agencies, vendors) to deliver against business priorities Manage the day-to-day relationship with email execution team at Loblaw Digital Support direct report with their continued growth by providing ongoing coaching, feedback, and opportunities to build skillset Lead the ongoing reporting & delivery of results to Senior Management  Manage all project tasks and timelines across multiple stakeholders in the business Build & manage budget in collaboration with Finance, including tracking, reporting and invoicing Ensure business issues, customer complaints, etc are resolved in a timely manner Maintain business compliance by adhering to controls & protocols, advise on optimizations on existing processes and lead SOP maintenance What You'll Need University degree with a specialization in Marketing, Business, Commerce or equivalent field 3-5 years of related experience, preferably in a customer base management and/or marketing communications role Understanding of email strategy best practices, journey mapping, digital messaging automation, as well as knowledge of CASL guidelines Ability to identify, diagnose and quickly mediate problems and issues that arise Strong multitasker with the ability to manage, prioritize, and execute multiple projects and assignments simultaneously Strong budget management skills Analytical thinker, capable of translating data into actionable insights to help drive continuous improvements Ability to manage internal and external stakeholders at all levels of seniority Strong verbal, written and communication skills Focus and understanding of key business results, their impact and ensuring the delivery of those results #LI-VB1 Come and join a winning team who demonstrates innovation, energy, creativity and vision. We recognize the importance of a diverse workforce and we therefor encourage applications from Aboriginal Peoples, women, members of a visible minority and persons with a disability. We thank all applicants for their interest, however, only those selected for an interview will be contacted. Number of Openings: 1 PC Financial recognizes Canada's diversity as a source of national pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create in our organization. Accommodation is available upon request for applicants and colleagues with disabilities. In addition, we believe that compliance with laws is about doing the right thing. Upholding the law is part of our Code of Conduct – it reinforces what our customers and stakeholders expect of us. Please Note: If you have Employee Self Service (ESS) on Workday, apply to this job via the Workday application.

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