• Job Description

  Req#: R230019925

  Application Deadline:

  12/30/2023

  Address:

  55 Bloor Street West

  Job Family Group:

  Customer Solutions

  Knowledge & Experience

  • Strong track record delivering results in ambiguous and challenging situations
  • 4-6 years loyalty program and/or product management experience
  • 2-3 years partnership management
  • P&L accountability and payments experience preferred
  • Minimum undergraduate university degree, an MBA or other post-graduate degree, or equivalent industry related experience preferred
  • People management

  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

  Loyalty programs are a major driver of customer engagement with most businesses and are the most important factor customers consider in choosing a credit card. The brand perception, customer experience and overall value of a loyalty program underpin the success or failure of a credit card portfolio.

  The BMO Rewards Loyalty Manager is accountable to manage three critical pillars of the BMO Rewards loyalty program.

  This role reports to the Senior Manager, BMO Rewards Loyalty Program and has three major elements:

  Rewards Catalogue Management and Development Customer Experience Operational Management

  1. Rewards Catalogue Management 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 that our BMO Rewards program provides best in class loyalty experiences that drive customer loyalty and financial performance. This accountability includes:

  • Working with the Senior Manager, BMO Rewards Loyalty Program and key Stakeholders to help develop the strategy and roadmap for the BMO Rewards program based on deep customer insights
  • Optimizing the rewards catalogue and customer journey
  • Monitoring rewards fulfillment SLAs
  • Continually finding ways to enhance customer engagement and the loyalty experience through new rewards services/categories
  • Actively managing reward costs, including planning and forecasting, reward offering and mix, and working closely with the BMO Rewards Customer Engagement Manager to develop marketing activities to drive more profitable customer redemption behavior
  • Work closely with external program suppliers to drive and implement new / enhanced rewards capabilities
  • Continually monitoring the competitive environment and anticipating customer needs

  2. Customer Experience

  Effective management of overall Customer Experience is critical for rewards programs to ensure we are providing the best possible experience to our customers when interacting with the BMO Rewards program, both online or through the rewards call centre. This role is accountable for the Customer Experience, including:

  • Oversee handling of rewards related customer complaints escalated to our department, which encompasses Managerial accountability of one direct report who manages day-to-day BMO Rewards customer service accountabilities in complaint handling
  • Monitoring of BMO Rewards Call Centre SLAs
  • Work closely with external program suppliers to identify areas of opportunity to improve customer experience both in online and call centre channels, and work to remove friction points for our customers

  3. Operational Management

  This role is also accountable for managing the BMO Rewards platform's operational aspects of the BMO Rewards program in direct partnership with internal and external partners, including:

  • Act as BMO Rewards point of contact for Credit Card Product related requests for points earn construct changes and/or new product launches on the BMO Rewards platform
  • Working with internal and external partners to identify, prioritize, and resolve any rewards program related platform issues/defects that may arise

  • Data driven decision making - In-depth.

  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.

• About the company

  The Bank of Montreal is a Canadian multinational investment bank and financial services company.

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