Head of Loyalty & Engagement

A career as a Head of Loyalty and Engagement within the Digital and Commercialization sector at National Bank means acting as a subject matter expert in customer engagement, retention, and personalized customer experiences. In this role, you will have a direct impact on the Bank’s sustainable growth by leveraging your expertise in loyalty strategies, customer experience, and data-driven decision-making to deliver business results.

Your Role

• Define and implement the customer loyalty and engagement strategy to increase customer retention and lifetime value.
• Develop and enhance personalization and next-best-action strategies in collaboration with data, analytics, and digital channel teams.
• Design and optimize proactive retention programs for at-risk customers to reduce attrition and maximize engagement.
• Lead the Bank’s loyalty program, ensuring its performance, evolution, and the management of strategic partners.
• Partner with product teams to identify and develop growth opportunities within the existing customer base.
• Lead and inspire specialized teams focused on loyalty, customer relationship management, and personalization, while fostering a culture of performance and innovation.

Your Team

The Digital and Commercialization sector brings together specialists who work in an agile, proactive, and collaborative manner to continuously enhance the customer experience and create sustainable value for the organization.

Within this sector, you will be part of a multidisciplinary team reporting to the Chief Digital and Commercialization Officer and working closely with data, marketing, product, and digital channel teams. Our team is recognized for its collaborative mindset, customer-centric approach, and ability to transform data into measurable business outcomes.

We strive to offer you maximum flexibility to support your quality of life. This includes a hybrid work environment as well as a flexible and adaptable schedule.

The Bank is committed to continuous development and internal mobility. Our personalized training programs, based on learning through experience, help you master your profession and expand your areas of expertise. You will have access at all times to resources such as the Data Academy, language training, the Harvard Learning Center, as well as coaching and mentoring opportunities.

Requirements

• Bachelor’s degree in a relevant field such as digital business, marketing, economics, or another related discipline.
• Minimum of 15 years of experience in customer loyalty, customer relationship management, relationship marketing, or engagement strategy.
• Significant experience in a senior leadership role within a large organization.
• Proven experience designing, managing, and optimizing loyalty programs.
• Strong understanding of personalization strategies, next-best-action frameworks, and the use of data to support business decision-making.
• Experience analyzing the performance of loyalty and retention initiatives using business metrics and key performance indicators.

Your benefits

In addition to competitive compensation, upon hiring you’ll be eligible for a wide range of flexible benefits to help promote your wellbeing and that of your family such as:

* Health and wellness program, including many options

* Flexible group insurance

* Generous pension plan

* Employee Share Ownership Plan

* Employee and family assistance program

* Preferential banking services

* Involvement in community initiatives

* Telemedicine service

* Virtual sleep clinic

We have an offer that keeps up with trends as well as your needs and those of your family.

Our dynamic work environments and cutting-edge collaboration tools foster a positive employee experience. We value employees’ ideas. Whether through our surveys or programs, regular feedback and ongoing communication are encouraged.

Making a bold move in a people-first environment

We’re a bank on a human scale that stands out for its courage, entrepreneurial culture, and passion for people. Our mission is to have a positive impact on people’s lives. Our core values of partnership, agility, and empowerment inspire us, and inclusion is central to our commitments. We aim, wherever possible, to provide a barrier-free and accessible environment to all employees.

We strive to provide accessibility measures throughout the recruitment process within the limits of our available resources. If you require accommodations, feel free to let us know during our initial conversations. We welcome all candidates! What can you bring to our team?

Join us!