Senior Manager, U.S. Client Experience Reporting & Activation

Portland StaffingMount Laurel, NJ, US

7 hours ago

Job type

Full-time

Job description

Senior Manager, Customer Experience & Insights

Work Location : Mount Laurel, New Jersey, United States of America Hours : 40 Pay Details : $110,760 - $178,880 USD TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs. As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Line of Business : Marketing

Job Description : The North American Customer Experience & Insights (CX&I) team are catalysts for customer-focused action & accountability at TD. We achieve this by activating our CX & growth priorities via outside-in perspective and expertise that guides our strategies, CX focus and execution. Our four-prong strategic framework to Inform, Mobilize & Orchestrate, Govern and Measure the experiences we deliver, relies on our ability to marry a deep understanding of consumer / customer needs across the lifecycle with TDs declared business strategies to ensure that our growth is driven by customer delight. The CXI&I team is an enterprise center of excellence (COE) that sits within the Client & Colleague Experience & Standards organization and operates across lines of business, functions and markets. We bring together a unique and diverse range of capabilities that include market research, voice of customer (VoC), journey design / management, process design and program management, to help TD deliver both customer and business value.

Depth & Scope :

Provides people management leadership by hiring the best talent, setting goals, developing staff, managing employee performance and compensation decisions, promoting teamwork and handling any / all disciplinary actions, as required
Oversees multiple and / or complex marketing projects / programs / strategies that may impact several businesses / product lines
Recognized as top level marketing expert within the organization and requires significant in-depth and / or breadth of expertise in a complex field and knowledge of broader related areas
Role requires substantial integration of projects / programs involving significant scope, strategic impact and complexity
Role requires substantial relationship management breadth and influence in leading strategic initiatives, planning and / or integrating executional activities
Typically leads or contributes on projects of significant scope, strategic impact and complexity
Senior specialist providing advisory services to executives, business segment leaders and governs the requirements for own work
Integrates knowledge of the enterprise function's or business segment's overarching strategy in leading program design, policy formulation or operating standards within one or more areas of expertise
Anticipates emerging business trends and regulatory / risk issues as a basis for recommending large-scale product, technical, functional or operations improvements
Serves as a source of expert advice to senior management in field of specialty; may lead team(s) of related specialists / experts
Advises on execution strategy and leads the development and deployment of functional programs or initiatives within their own field or across multiple specialties
Solves unique and ambiguous problems with broad impact; typically oversees standards, controls and operating methods that have significant financial and operational impact within the context of their own field
Requires innovative thinking to develop new solutions
Impacts the technical or functional direction and resource allocation of part of an enterprise function or business segment
Works within general policies and industry guidelines
Engages stakeholders to take action; serves as a source of expert advice, influences change; frames information in a broader organizational context
Provides leadership guidance, makes recommendations and collaborates with business to ensure solutions meets the business needs on a complex project or program
Identifies and leads problem resolution for project / program complex requirements related issues at all levels

Education & Experience :

Undergraduate degree or relevant professional certifications, designations, and / or equivalent experience required

10+ years experience

Preferred Skills :

Exceptional communicator and presenter (oral and written) with ability to mobilize, inspire, and influence at all levels of the organization through strong PowerPoint and storytelling capabilities a change agent.

Critical thinker with ability to make an impact, influence and achieve results with effective negotiation, problem-solving and communication skills.

A collaborator who can work cross-functionally to get things done; can build a common purpose - role requires substantial relationship management breadth and influence in leading strategic initiatives, planning and / or integrating executional activities

Strong business acumen, ability to balance customer experience expectations with business needs.

Experience in analyzing research and analytics and drawing out customer insights.

Comfortable with working in "White Space" and pursuing curiosity to continually drive projects forward with a solution-oriented approach.

Customer Accountabilities :

Designs, develops and executes marketing solutions to address marketing / business needs / plans / strategies, to support a positive customer experience and the brand, ensuring alignment with internal marketing standards / goals

Reviews, understands and ensures marketing solutions / initiatives are strategically sound and consistent with TD's customer experience and brand image

Manages assigned projects from scoping / briefing to launch / fulfillment, following established processes, privacy processes and visual / brand standards

Participates in project scoping and preplanning sessions, proactively providing partners with advice and expertise on recommended tactics and marketing solutions

Works with marketing partners and business units to develop appropriate customer insights for marketing briefs

Develops creative briefs that consistently adheres to product positioning where applicable and leverages internal / external marketing creative experts on the development of creative

Conducts internal / external Agency / Supplier briefing sessions and creative presentations to internal "clients"

Provides ongoing communication to ensure appropriate stakeholders are notified of progress or changes in program content, budget, direction, timeline or status and escalate as appropriate

Proactively acknowledges errors; notifies management promptly where appropriate, and works with team to resolve

Captures and shares lessons learned from projects / campaigns / initiatives to be incorporated in future

Delivers strong marketing communications on strategy, on time, on budget and error free

Develops and maintains an understanding of TD businesses, products, policies and processes to deliver and ensure effective marketing solutions

Delivers actionable recommendations based on insights generated through integration of multiple sources (e.g. internal customer experience tracking programs, syndicated research, ad hoc analysis, competitive monitoring, external centres of excellence)

Assesses the effectiveness of programs, processes and documentation; evaluate the impact of marketing solutions on the achievement of business results

Delivers and manages programs (e.g. customer experience) and / or project plans by assigning and tracking workgroup project ensuring established processes are followed, and delivering all projects on strategy, on time, on budget and error free

Manages the appropriate use of resources (i.e., people, budget, processes) within area of responsibility

Develops and manages good working relationships and maintains open dialogue with key internal and external business partners to ensure adequate execution of project deliverables

Actively works to resolve escalated issues and manage changes within the project / program / initiative

Evaluates the effectiveness of corporate marketing processes / services and recommend / champion possible enhancements

Provides input and work with Marketing Planning to assist in the management of the Marketing calendar

Recognized within TD as an expert within own field of expertise

Provides advice and guidance to employees and business partners on customer experience, maintaining the brand image, standards, application and execution within area of expertise

Continuously enhances knowledge and keeps current with leading-edge and emerging strategies, capabilities and / or trends in own field of expertise and competitive landscape and drive innovation throughout the customer experience and insights process

Understands marketing disciplines and how they link together to deliver integrated solutions and enhanced customer experiences

Remains current with key business initiatives / issues and developments within TD

Participates in the annual planning cycle

Shareholder Accountabilities :

Manages project budgets within forecasted spend

Arranges for timely billings, maintains progress billing standard and promptly communicates variances

Confirms quarterly forecast amounts (invoices and estimates) for quarterly budget

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Senior Client Manager • Mount Laurel, NJ, US