Customer Engagement Strategy Manager

Job Title

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.

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.