Senior Manager, Reward Loyalty Program

Senior Manager, Reward Loyalty Program page is loaded Senior Manager, Reward Loyalty Program Apply locations Toronto, ON, CAN time type Full time posted on Posted 7 Days Ago job requisition id R230003956 Application Deadline: 04/29/2023 Address: 33 Dundas Street West Job Family Group: Customer Solutions The Senior Manager, BMO Rewards Loyalty Program is accountable to manage all facets of BMO’s proprietary Reward Program.

The BMO Rewards Loyalty Program is instrumental in driving value and engagement to BMO and is the “rewards currency and program” for multiple Mastercard and VISA cards, across Consumer, Small Business, Wealth and Commercial clients.

This individual will lead a team of professionals to define and execute strategic direction, oversight, and leadership of the BMO Rewards Loyalty Program to achieve exceptional customer experience, program KPI’s and drive financial performance.

You will have accountability for the Reward Program P&L, vendor management, customer experience and engagement and the development of what it means to be rewarded.

This role reports into the Director, North American Proprietary Reward Programs.

Accountability Includes: 1) Reward program management 2) Reward program design and development 3) Rewards Team management 4) Managing Program Vendors and Internal Partners 1.

Reward Program management Effective management of BMO Rewards proprietary reward program is critical to delivering the right customer experience, supporting the growth objectives of the business, managing costs and profitability, and managing risk.

This role is accountable for the day-to-day management of BMO Rewards Program, including: Ensure that our program is a best-in-class customer program, that puts customer experience at the heart of what we do Manage the Reward Program P&L, and achieve program KPI’s Manage risk, including rewards fraud, and ensuring compliance with all laws, rules and BMO policies Ensuring effective policies, procedures and processes are put in place to support BMO Rewards Lead and/or participate in initiatives across the bank related to BMO Rewards and resolving issues Make strategy and new initiative recommendations to senior leaders based on an in-depth understanding of the business/group.

2.

Reward Program design and development The loyalty landscape is evolving very quickly driven by innovation in technology and business models across a range of industries.

This role is accountable for ensuring the BMO Rewards Loyalty Program delivers a best-in-class loyalty program and experiences that drive customer loyalty and financial performance.

This accountability includes: Designing, building, and enhancing BMO Rewards Loyalty Program to deliver an exceptional customer experience Continually monitoring the competitive environment and anticipating customer needs in the next 12 months Working with the Director, Proprietary North American Reward Program, Proprietary Card Product Managers, Canadian Small Business and Corporate Product Managers, and other key stakeholders to develop the strategy and roadmap for the BMO Rewards Loyalty Program based on deep customer insights Continually finding ways to enhance customer engagement and the loyalty experience through innovative new value-added services and engagement tools like gamification and personalization 3.

Rewards Team management Building, leading, managing, and coaching a strong, diverse, high performing team and sustaining a “One BMO” culture while delivering an excellent employee experience Working with the Director, North American Proprietary Reward Programs to effectively lead the broader team, including setting direction and team priorities; providing inspirational leadership to the broader team; establishing a positive team culture and work environment, and balancing priorities and workload.

Lead a team of execution-focused professionals and leverage relationships and influence across the Bank to inform strategy, process and procedures that impact rewards delivery.

Maintain and Grow Loyalty knowledge across Loyalty Team and the NARP organization Attracts, retains, and enables the career development of top talent.

4.

Partner Management Managing supplier and partner relationships, including contracts, performance metrics, profitability, due diligence, and the day-to-day relationships Managing all contractual and partnership governance obligations Liaising with other lines of business across BMO KNOWLEDGE AND SKILLS Knowledge & Experience Strong track record delivering results in ambiguous and challenging situations Strategic partnership management & FI payments experience P&L accountability Leadership and people management potential (ability to motivate, engage and support) Minimum undergraduate university degree, an MBA or other post-graduate degree, or equivalent industry related experience preferred 5 years loyalty/rewards program management and experience 2 years of direct people management experience; leading a team Skills Strategic thinker who can develop and execute near-term and long-term strategies and roadmaps Proven ability to build relationships with external partners and colleagues across different business units and groups Proven ability to influence without authority and drive change Able to think like a customer and design the right customer experience Proven ability to manage multiple facets of a complex business and effectively prioritize most important business levers and initiatives Excellent business acumen and financial, analytic, and business casing skills Very strong communication skills (oral and written) with ability to frame and effectively communicate complex problems Excellent problem-solving skills Team-oriented, collaborative and flexible Strong time management and project management skills Risk management capabilities We’re here to help 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.

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://jobs.bmo.com/ca/en .

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.

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.

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Everywhere we do business, we’re focused on building, investing and transforming how we work to drive performance and continue growing the good.

Who we are We’re proud to be fueling growth and expanding possibilities for individuals, families and businesses.

More than 12 million customers count on us for personal and commercial banking, wealth management and investment services.

As the 8th largest bank, by assets, in North America, we help our customers make the most of their money.

In Canada, the United States and across the globe, we’ll continue to build, invest and transform to drive performance that serves the good that grows.

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