Head, Customer Contact Effectiveness

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Role Overview

The Managing Director, Customer Contact Effectiveness is accountable for the end‑to‑end development, execution, governance, and continuous improvement of customer communications and customer journeys. This role leads multi‑channel campaign execution, analytics, measurement, technology enablement, processes and journey optimization to drive improved customer outcomes, operational efficiency, and business performance.

HYBRID position: 4 days per week on‑site at our downtown Toronto office

***Please note the base salary range for this position is CDN $170,000.00 to CDN $185,000.00***

1. Campaign Execution

• Develop and execute targeted customer communications across all channels for P&BB customers.

• Manage the end‑to‑end delivery of customer communications, including coding and delivering campaign files.

• Oversee digital communications execution for customers.

• Respond to customer and frontline complaints related to campaign communications.

2. Campaign Analytics & Measurement

• Analyze campaign performance to generate insights and recommendations that improve channel and campaign strategy.

• Automate measurement and build dashboards that enable portfolio visibility and self‑serve analytics.

• Provide statistical guidance, testing design support, and validation.

• Develop and review business cases for campaigns and new channel initiatives.

• Manage omni‑channel reporting and insights.

• Standardize and automate measurement across P&BB and leverage AI to drive operational efficiencies and insights to drive improvements and enhancements to campaign strategies

3. Communication Infrastructure & Capabilities

• Provide business requirements and operational input into the technology strategy and future‑state planning for Customer Contact infrastructure.

• Define and manage business requirements for technologies supporting direct‑to‑customer communications.

• Lead monetization of communication strategies for direct customer communications associated with CRM.

• Oversee data curation, data validation, and audit‑compliant processes related to customer communications.

• Manage vendor partnerships supporting campaign tools and regulatory compliance.

4. Customer Journey Ownership & Optimization

• Lead end‑to‑end journey design and continuous improvement for credit‑related customer experiences, including onboarding, early tenure, and exception handling.

• Identify friction points and implement enhancements to improve customer outcomes and efficiency.

• Oversee journey‑level KPIs, performance measurement, and reporting.

5. Governance, Controls & Issue Remediation

• Act as the accountable journey owner for offer governance, acceptance processes, and customer‑impacting issues.

• Lead investigations and remediation activities as required (e.g., offer issue remediation).

• Ensure communications meet all regulatory requirements and have the applicable sign-offs

• Own the campaign and journey execution processes and manage the audit processes to ensure the team is executing processes and procedures accordingly

6. Business & Operations Alignment

• Collaborate with cross‑functional partners to ensure customer journeys align with policy, compliance, and product strategy.

• Manage email and journey‑related volumes and costs to ensure alignment with budget and contractual obligations.

• Lead and manage system upgrades ensuring programs and communications are continuing to run according to plan

7. Data Governance

• Partner with Data and Technology teams on data governance and Salesforce Marketing Cloud alignment.

• Contribute to governance meetings to ensure new developments align with strategic direction and operational processes.

• Ensure consistency on how data is used and defined to ensure consistent use and application of data

8. Communication & Stakeholder Management

• Lead organizational forum and communications on communication results and impacts of targeted customer communications

• Communicate updates, escalations, proposals, and program launches to leadership and key stakeholders.

• Deliver insights and recommendations to business partners to improve programs, business results, and operational efficiencies

9. Team Leadership

• Lead and develop the analytics team by setting clear objectives, providing performance feedback, and fostering a motivated, high-performing culture

• Manage a team of 30+ analytical and business professionals

• Lifecycle/CRM/marketing operations, targeted customer communications, and optimization

• Analytics, measurement, dashboards, and automation to enhance insight generation

• Communication infrastructure, data governance, and technology requirements (DO NOT call legislation, CASL; its the email and digital legislation)

• Governance, compliance, issue remediation, and audit-aligned processes

• Proven ownership of multi‑channel programs at scale (email, push notifications, SMS, digital applications), ideally with millions of customers and regulated data.

• Strong expertise in leadership of a 30+ person team of analysts and business specialists

• Strong expertise in cross-functional alignment with Product, Compliance, Technology, and Operations

• Hands‑on leadership with customer communication orchestration systems/platforms: e.g., Adobe Campaign/Journey, Salesforce Marketing Cloud/Journeys, Unica, etc.

• Strategic Leadership and Vision

• Cross-Functional Collaboration

• Vendor and Stakeholder Management

• Operational Excellence and Continuous Improvement

• Campaign performance uplift and ROI

• Reduction in customer friction points across journeys

• Journey-level KPI improvements (e.g., onboarding completion, early tenure conversion)

• Accuracy and timeliness of campaign execution

• Engagement metrics across communication channels

• Compliance adherence and reduction in customer-impacting issues

• Operational efficiency gains and cost management

• Adoption and effectiveness of dashboards and measurement automation

The above represents BMO Financial Group’s pay range and type.

Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position.

BMO Financial Group’s total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit: https://jobs.bmo.com/global/en/Total-Rewards

About Us

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.