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Senior Manager, Credit Card Engagement and Retention

Requisition ID: 255864

Join a purpose driven, winning team that thrives on results and fosters an inclusive, high performance culture. As Senior Manager, Credit Card Engagement & Retention, you will spearhead client focused initiatives to enhance engagement and retention. You'll lead our dynamic engagement squad, guide colleagues to elevate the early tenure client experience, invest in connecting with our tenured client base, and launch innovative capabilities that boost authorizations, reduce declines, and enable top of wallet usage - all to deepen client relationships.

This role offers the opportunity to shape strategy and drive measurable impact within the Credit Cards team, helping to move the needle on engagement metrics and fuel P&L; growth. Reporting to the Director, Credit Card Products, Acquisition & Engagement, you'll be central to our client first mission. If you're a leader who is passionate about payments, innovation, and making a difference, we want you on our team!

Responsibilities

- Lead credit card engagement and retention strategies, collaborating with Marketing, Technology, and Analytics to design, launch, and optimize client journeys and targeted digital campaigns.
- Provide indirect leadership to over 10 colleagues across multiple domains to deliver on the engagement squad's mandate.
- Own end to end performance of engagement and retention campaigns, including eligibility, offer design, conversion, activation, and profitability.
- Build engagement offer economics and recommendation models through data driven testing, balancing client experience, risk appetite, and P&L; outcomes.




- Drive growth in primary card relationships by engaging new clients early and deepening cross product client engagement.
- Identify and implement improvements to engagement benchmarks and KPIs.
- Project manage complex, cross functional initiatives involving Technology, Marketing, Risk, Operations, and Finance.
- Establish business routines to align stakeholders, track performance, and advance strategic priorities.
- Develop and execute coordinated retention strategies to improve credit card attrition in partnership with our channels.
- Maintain competitive intelligence on engagement offers and strategies, sharing insights to inform planning.
- Foster a client obsessed, analytics driven culture, coaching the team and reinforcing the Bank's risk appetite.

Education & Experience
- Bachelor's Degree required; MBA or other graduate degree is a plus.
- Solid understanding of the credit card business, payment products engagement, or relevant experience.
- Working knowledge of digital, technology and marketing methodologies, working in Agile and leading squads.
- 10+ years of progressive experience in Payments, Card Product Management and/or Engagement and Marketing roles preferred.

Skills & Abilities
- Excellent written and oral communication skills,



especially in delivering compelling business cases and presentations.
- Strong capability in crafting effective executive level communications and presentation materials.
- Proven project management, collaboration, and relationship management skills.
- Exceptional interpersonal skills and the ability to work effectively at all organizational levels.
- Adept at navigating a multifaceted global organization to secure resources, information, and consensus with determination and creativity.
- Outstanding facilitation and structured problem solving skills, particularly in ambiguous situations.
- Strong financial acumen, business casing, and analytical mindset.
- Recognized as a resilient and empathetic team leader who inspires a results oriented, client centric culture.

Benefits
- The opportunity to join a forward thinking organization surrounded by a collaborative team of innovative thinkers.
- A competitive compensation and benefits package.
- An organization committed to making a difference in our communities - for you and our clients.
- Recognition and reward for high performance, with leadership support through meaningful development conversations that enable faster advancement and internal training.
- Clear, transparent criteria to progress in your career.

Working Conditions
- This role is located in our downtown Toronto, ON office. Non standard hours may be required to meet business objectives.

EEO Statement

We are committed to creating and maintaining an inclusive and accessible environment for everyone.

Location: Toronto, Ontario, Canada

Apply on Kit Job: kitjob.ca/job/2fsr1m

📌 Senior Manager, Credit Card Engagement and Retention (Toronto)
🏢 Scotiabank
📍 Toronto