Customer growth marketing manager driving expansion, adoption, and advocacy for FacilityOS’s unified facilities - operations platform. Building segmented campaigns, customer journeys, webinars, and proof programs.
About the role
- BMO director owning InvestorLine client journeys, growth and modernization. Leading digital, AI, service and cross-functional transformation across Canada.
Responsibilities
- Own the end-to-end InvestorLine client journey and growth outcomes
- Lead journey modernization, digital and AI enablement, process simplification and organizational readiness
- Align Product, Digital, UX/CX, Marketing, Technology & Operations, Data & Analytics, Risk and enterprise partners around measurable outcomes
- Lead Expert Client Care, Trading & Support and Digital Advice capabilities
- Own acquisition, onboarding, engagement, service, retention and relationship-deepening outcomes
- Establish growth targets and monitor client, financial and business performance measures
- Use client feedback, complaints, behavioural data, operational insights and market trends to identify friction and corrective actions
- Own modernization priorities, roadmaps, requirements, business cases and investment priorities
- Lead digital and AI adoption and change readiness from concept through sustainment
- Establish governance, decision forums and executive reporting
- Own portfolio benefits, performance, risks, dependencies and value realization
- Provide business leadership and advice to senior leaders
- Orchestrate cross-functional enterprise partners around shared outcomes
- Resolve competing priorities and present options, implications and recommendations
- Develop business cases and ensure governance reviews progress, outcomes, risks and decisions
- Translate journey priorities into sustainable processes, controls, training, coaching and performance routines
- Set expectations and build an accountable, inclusive, high-performing culture
- Develop leadership capability and succession depth through coaching, feedback and development plans
- Apply the Risk Management Framework and operate within approved Risk Appetite and applicable policies, standards, laws and regulations
Requirements
- Experience leading large teams of 100 employees or more
- Typically 9+ years of relevant experience and a post-secondary degree in a related field, or an equivalent combination of education and experience
- Extensive experience in financial services, client journey transformation, digital channels, growth, product management or complex business delivery
- Strong understanding of AI-enabled capabilities, client experience practices and technology-enabled business and competitive outcomes
- Proven success leading complex, cross-functional initiatives from business case through implementation, adoption and benefit realization
- Strong people leadership, executive communication, influence, negotiation and relationship-management capability
- Strong financial and analytical skills, including business casing, prioritization, performance measurement and data-driven decisions
- Ability to navigate ambiguity, resolve competing priorities and deliver outcomes in a highly matrixed environment
- Experience with Agile, Human-Centred Design, Lean, Change Management, Program Management or analytics is an asset
- Client-centric, outcome-oriented and committed to an inclusive culture of ownership, trust and shared success
Benefits
- Performance-based incentives
- Discretionary bonuses
- Other perks and rewards
- Health insurance
- Tuition reimbursement
- Accident insurance
- Life insurance
- Retirement savings plans
- In-depth training and coaching
- Manager support
- Network-building opportunities
- Accommodation available on request during the selection process
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