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Senior Marketing Manager, Banking Experience Marketing At BMO Financial Group

Location: Chicago, Illinois

Job Description

The overall accountability of the Senior Marketing Manager – Branch Experience Marketing is to:

  • Ensure the customer experience for almost 1500 branches across US and Canada, as delivered through branch design and marketing merchandising, communicates the BMO Brand with a customer-first mindset, an innovative approach and consistency.
  • Develop a branch experience marketing & merchandising strategy, annual plans and an operating model that delivers based on the customer journey and their channel needs (transactions, problem resolution and consultation) balanced with overall business objectives
  • Develop innovative technologies, programs and oversee delivery.
  • This position reports to the Senior Manager, Banking Experience Marketing and will have indirect oversight of team resources who are accountable for operations and delivery.
Key Accountabilities
  • Develop, implement and manage an ongoing BMO Financial Group merchandising strategy inclusive of all brands and sub-brands
  • Establish corporate standards (e.g., signage standards, merchandising guidelines, governance, best practices) for the customer-facing experience
  • Manage on the effectiveness and efficiency of merchandising programs including metrics and measurement and provide and implement strategic insights a for continued improvement
  • Ensure merchandise initiatives are in compliance and alignment with the corporate marketing, brand, advertising/sponsorship, and customer experience strategies
  • Develop and present merchandising vision and strategy to senior leadership
  • Develop and manage key merchandising projects/activities/vendor relationships
  • Develop, implement and maintain a streamlined communications for the communication of merchandising initiatives to branch/office and LOBs
  • Develop and manage efficient and effective physical distribution process for all POS
  • Manage overall ongoing Merchandising budgets and special initiatives
  • Manage relationships with LOB (Product, Sales and Channels)
  • Maintain memberships and actively participate in professional organizations as appropriate
  • Peer leadership for team members including creating a collaborative cross-border environment with high standards of quality, provide feedback and coaching for development
  • Develop measurement scorecards that demonstrate the value of merchandising assets

Specific Accountabilities


(30%) Develop and manage the implementation of the company’s NA merchandising strategy

  • Develop, manage and support the implementation of an integrated merchandising strategy in support of BMO Bank of Montreal and BMO Harris Bank priorities across the appropriate network
  • Lead merchandising efforts to enhance the customer experience by establishing merchandising as a critical component in delivering a seamless Customer Experience through whatever channel our customers choose to utilize their financial needs
  • Oversee merchandising vendor relationships, and investigate opportunities to enhance the merchandising fixtures, signage and digital delivery in support of defining a great customer experience
  • Establish role as the merchandising subject matter expert
    • develop and execute best practices in merchandising throughout the enterprise
    • understand and contribute innovations and new directions being undertaken in the area of visual merchandising
  • Maintain an industry awareness of new technology and other forward thinking ideas that will support the success of the ‘branch of the future’

(20%) Establish and maintain the corporate Merchandising standards (e.g., placement, frequency, LOB mix, industry best practices, etc.) for the customer-facing experience for BMO FG

  • Collaborate with all BMO Lines of Business for the validation of Merchandising Standards for their respective LOBs
  • Responsible for managing and coordinating with Corporate Areas (Channels, Corporate Real Estate, Compliance, Legal and Risk) in the delivery and execution of the Merchandising Standards
  • Development of new programs and expansion of existing programs in conjunction with Channels and Corporate Real Estate
  • Oversee FTEs that managing day-to-day operational responsibilities (including content management and vendor management) for unique flagship merchandising elements

(20%) Monitor and report on the effectiveness and efficiency of merchandising programs and provide strategic insights and recommendations for continuous optimization

  • Monitor and report on the effectiveness and efficiency of merchandising programs and provide strategic insights and recommendations for continued improvement
  • Lead key merchandising initiatives (i.e. unique flagship opportunities, exterior/interior project, national, regional, local digital content, POS )
  • Perform ongoing audit of branches to ensure the integrity of branch merchandising and the appropriate utilization of the merchandising assets
  • Work with Analytics to gain merchandising data to measure the effectiveness of current merchandising activities as appropriate
  • Leverage and optimize channel and product marketing initiatives

(15%) Leveraging the communication process for the communication of merchandising initiatives to branch and appropriate LOB staff

  • Develop and implement solutions for the delivery of customized messages and solutions to the branch network (community boards, regional/local messaging, various executions) to drive local messaging that speaks to the unique needs of specific geographies
  • Be responsive to field support requests and manage expectations
  • Develop and maintain a system for all merchandising communication
  • Manage ongoing development of a system to ensure inventory of collateral and merchandising material effectively and efficiently maintained

(15%) Peer leadership and mentoring

  • Help to mentor and enable a team environment that is performance driven, collaborative and creative
  • Focus on effective career development that includes diversity and inclusion
  • Meet regularly with team members to mentor & coach performance and provide actionable feedback and guidance

Qualifications

Knowledge
  • Undergraduate University Degree or equivalent with 10+ years marketing/retail merchandising experience, including non-financial services experience
  • Thorough understanding of the value of the physical branch/store channel (FI &/or Retail)
  • Superior understanding of retail merchandising, POS and marketing principles including digital and physical merchandising practices
  • Superior understanding of customer insight research, customer journey patterns and preferences
  • Excellent knowledge of all merchandising mechanisms including digital vehicles
  • In-depth knowledge and understanding of Sales/Service Operations
  • Knowledge of competitive and innovative branch experience design and merchandising activities
Skills
  • Excellent written, verbal and visual presentation skills with a keen ability to ‘story tell’
  • Exceptional relationship management skills in a highly matrixed organization
  • Proven strategy design, planning and execution skills with the ability to successfully prioritize multiple initiatives against business objectives and budget trade-offs
  • Experience with Human Centric Design practices a plus
  • Ability to judge design concepts and copy, and clearly communicate creative direction to others
  • Proven project management skills with ability to keep all stakeholders informed and on task
  • Proven leadership and flexible work style with a broad variety of people from different cultures and disciplines
  • Creative problem and resolution skills and solid interpersonal skills are essential
  • Strong vendor management and negotiation skills (including creative agency management)
  • Excellent communication and persuasion skills; ability to “pitch” strategy and new concepts to senior leadership
  • Excellent project management skills including budget and P&L accountability.
  • Computer skills including PowerPoint, Adobe Professional, Excel, WordPerfect and the manipulation of graphic programs such as Adobe are required


We’re here to help

At BMO Harris Bank we have a shared purpose; we put the customer at the center of everything we do – helping people is in our DNA. For 200 years we have thought about the future—the future of our customers, our communities and our people. We help our customers and our communities by working together, innovating and pushing boundaries to bring them our very best every day. Together we’re changing the way people think about a bank.

As a member of the BMO Harris Bank 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://bmoharriscareers.com .

BMO Harris Bank 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. BMO Harris Bank N.A. is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

Job

Business Advisory

Primary Location

United States-Illinois-Chicago

Organisation

Marketing & Strategy-X000072

Schedule

full-time

Job Posting

05/07/19

Unposting Date

Ongoing