Director, Campaign Execution

About The Role

As Director, Campaign Execution, you’ll lead a team focused on improving how BMO communicates with customers across multiple channels. You’ll set the strategy for customer communications, work with senior leaders to align solutions with business goals, and drive initiatives that increase revenue and efficiency.

Role Overview

This senior leader sets the strategy for how customer communications are developed and delivered across multiple channels, ensuring they are efficient, effective, and meet both customer and frontline expectations. The role partners with senior management and analytics teams to align solutions with business strategy, aiming to increase revenue, reduce costs and improve the customer and frontline experience.

Key Responsibilities

• Strategy & Planning: Develop and maintain strategic plans for customer communications and analytics. Align data, reporting, and analytical tools to business goals. Manage the execution of customer contact optimization strategies.
• Analytics & Insights: Oversee direct-to-consumer campaign execution that optimizes customer contacts. Identify new data needs, tools and processes to improve campaign effectiveness. Share insights to broaden business understanding and drive results.
• Relationship Management: Act as the main contact for campaign execution including all initiatives impacting the execution of targeted communications and related requirements. Influence business partners to leverage data for growth. Work closely with various business functions (Marketing, Technology, Operations, etc.).
• Leadership: Lead a team of senior managers and analysts. Set clear goals, coach team members, and manage performance. Attract and develop talent to support business and career goals. Manage resourcing to ensure business is meeting their business targets. Manage external vendor relationships.
• Change Management: Promote a fact-first mindset for strategic decision-making. Innovate and advocate for new analytics techniques. Simplify processes to reduce operating expenses.
• Customer Experience: Use data to identify opportunities to improve client experiences. Ensure new processes are customer-focused.
• Risk Management: Ensure proper use and access to data. Ensure all communications abide by the appropriate regulations associated with targeted customer communications. Oversee regulatory and risk governance for the business group.

Required Skills & Experience

• Extensive experience developing and executing targeted customer communications.
• 10+ years in analytics, business intelligence, or financial analysis.
• Experience in leading an operational team of technical analysts.
• Deep understanding of analytical/campaign execution tools, systems and approaches.
• Experience in financial services and large organizations.
• Strong relationship management, communication, and leadership skills.
• Advanced analytical and problem-solving abilities.
• Technical proficiency in analytical and business software (Excel, PowerPoint, Word).

Key skills/competency

• Campaign Execution
• Customer Communications Strategy
• Analytics & Insights
• Leadership & Team Management
• Relationship Management
• Risk & Regulatory Governance
• Financial Services Experience
• Change Management
• Data-Driven Decision Making
• Customer Experience Optimization