Customer Engagement Strategy Manager

Job description

Responsibilities include but are not limited to: Engagement Strategy & Needs Discovery Set the engagement strategy that helps bankers uncover needs, deepen relationships, and match customers to the right solutions. Define needs discovery, customer profiling, and conversation approaches for personalized, relationship-based engagement. Build the lead and opportunity logic that surfaces and ranks the best opportunities within existing books of business.

Insights, Tools & Capabilities Advance customer insights, Next Best Action, recommendations, and AI-assisted guidance so bankers get relevant prompts at the point of conversation. Work with business leaders and cross-functional teams to set the vision, roadmap, and priorities for engagement tools, including CRM. Measure adoption and effectiveness against customer, colleague, business, and platform data, and use the results to shape the next round of priorities.

Alignment, Delivery & Governance Create continuity across interactions and business partners so colleagues work as one team around the customer rather than by channel or line of business. Present recommendations to leadership, build alignment, and influence priorities and decisions. Escalate significant business, operational, or strategic issues, and comply with applicable regulations, policies, procedures, and required training, including BSA, USA PATRIOT Act, and OFAC.

Qualifications

Required Skills

Knowledge of Retail, Small Business, and Mortgage Banking sales models, customer acquisition strategies, and referral management practices. Knowledge of sales effectiveness principles, coaching methodologies, performance management, and regulatory requirements. Skill in designing and optimizing sales processes, operating routines, and performance frameworks to improve business outcomes. Skill in leveraging data, analytics, and insights to drive decision-making, identify opportunities, and enhance execution.

Skill in leading change initiatives, influencing stakeholders, and driving adoption across multiple business lines. Ability to translate strategic objectives into scalable processes, standards, and measurable results. Ability to foster cross-functional collaboration, accountability, and continuous improvement while balancing growth, customer experience, and risk objectives.

Required Experience

Bachelor's degree in business, finance, marketing, technology, or a related field, or an equivalent combination of education and relevant professional experience. Minimum of 5 years in strategy, customer engagement, sales enablement, banking, digital platforms, product, or a related discipline. Working knowledge of banking, sales and service, customer experience, and colleague workflows, with the ability to turn business needs into roadmaps.

Strong analytical skills, with the ability to interpret customer, colleague, business, and platform data and convert it into recommendations leaders act on. Clear written, verbal, and executive presentation skills, with the influence and facilitation to align business lines that have competing priorities. Proven ability to lead multiple strategic workstreams across cross-functional teams, work through ambiguity, and drive work forward independently.

Preferred Experience

CRM, engagement platform, or digital tool initiatives in financial services; work across multiple business lines with senior leadership; and a strategy, project, or change management certification.