Program Manager, BMO Rewards Program

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Job Description:

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 New/Changes to BMO Rewards Credit Card Product Offers (shared accountability)

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 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:

• Identify areas of opportunity to improve customer experience (both in online and call centre channels) and 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. New/Changes to BMO Rewards Credit Card Product Offers

This role also has shared accountability for BMO Rewards Credit Card Product related requests for points earn construct changes and/or new offer/product launches on the BMO Rewards platform

• Work with internal and external partners to gather requirements, build/edit, test, secure approvals, launch and monitor BMO Rewards credit card product related offers.
• Work with internal and external partners to launch/rebrand BMO Rewards credit card products.

Knowledge & Experience

• Strong track record delivering results in ambiguous and challenging situations
• 5-6 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

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

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.