Senior Manager, Next Best Offer

Address:

This is a hybrid role requiring a minimum of 3 days in the Toronto office

We are seeking a Senior Manager, NBO to play a critical bridging role between Business, Marketing Technology, and advanced analytics/AI teams. This leader will help design, operationalize, and scale personalized customer engagement by translating business strategy into actionable decisioning frameworks and technical execution. This role is ideal for a hybrid strategist-operator who understands both how modern MarTech + AI ecosystems enable real-time decisioning at scale, and how to operationalize decision logic within execution platforms.

Responsibility & Accountabilities:

Bridge Business Strategy to Decisioning Execution

• Act as the business-lead on project that advances our capabilities to deliver ecosystem that enhances marketing effectiveness across all channels, including emerging channels
• Act as key connector across MarTech teams; Data & Analytics, ML/AI decisioning teams, Technology and Marketing Operations
• Help evolve capabilities such as: Real-time signals and intent capture, Rules-based + AI-driven decisioning frameworks
• Contribute to the design and evolution of customer decisioning processes, including: Trigger identification, Offer and action prioritization, Contact and engagement policies
• Work closely with marketing operations and technology teams to operationalize decision logic within execution platforms
• Advocate for closed-loop measurement and continuous optimization

Enable Personalized Customer Experiences

• Support delivery of more contextual, relevant interactions
• Ensure alignment between customer signals, decisioning logic, and channel execution
• Contribute to improving consistency of personalization across touchpoints

Support Measurement and Optimization

• Partner with analytics teams to track and interpret performance
• Support test-and-learn initiatives to improve engagement outcomes and measure impact of NBO/NBA
• Use insights to refine targeting and prioritization approaches

Collaborate and Influence

• Work cross-functionally to align priorities across multiple teams
• Communicate complex concepts in a clear, business-friendly way
• Contribute to evolving customer decisioning practices and ways of working

Experience:

• 6-10+ years in marketing strategy, CRM, customer optimization, or MarTech
• Strong experience in financial services or highly regulated industries
• Proven experience working across: Business teams (Product, Sales, Channels), Technology / MarTech platforms, Data science / analytics teams

Core Skills:

>Deep understanding of:

• Next Best Action / Offer frameworks
• Customer lifecycle marketing and omni-channel engagement
• Decisioning logic (rules + AI models)

>Experience with platforms such as:

• Salesforce Marketing Cloud, Adobe,
• Or similar Campaign management / decisioning tools (e.g., Pega, custom engines)

>Strong ability to translate between business requirements and technical implementation

>Leadership & Collaboration

>Analytical & Strategic Skills

>Ability to define value drivers and build business case

Nice to have:

>Exposure to Next Best Action / Offer concepts or decisioning frameworks

>Familiarity with AI/ML-driven marketing or personalization approaches, identity resolution and consent driven marketing

>Experience supporting Champion/Challenger or Optimization Programs

>Experience integrating decisioning with Digital Asset Management (DAM) and content system

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.