Head of Programme Management

Customer Solutions
Loyalty programs are a major driver of customer engagement with most businesses and are the most important factor customers consider in choosing a credit card. The brand perception, customer experience and overall value of a loyalty program underpin the success or failure of a credit card portfolio.
The BMO Rewards Loyalty Manager is accountable to manage three critical pillars of the BMO Rewards loyalty program.
This role reports to the Senior Manager, BMO Rewards Loyalty Program and has three major elements:
Rewards Catalogue Management and Development Customer Experience New/Changes to BMO Rewards Credit Card Product Offers (shared accountability)
Rewards Catalogue Management and Development
This role is accountable for ensuring that our BMO Rewards program provides best in class loyalty experiences that drive customer loyalty and financial performance. Working with the Senior Manager and key Stakeholders to help develop the strategy and roadmap for the BMO Rewards program based on deep customer insights
Optimizing the rewards catalogue and customer journey
Continually finding ways to enhance customer engagement and the loyalty experience through new rewards services/categories
Actively managing reward costs, including planning and forecasting, reward offering and mix, and working closely with the BMO Rewards Customer Engagement Manager to develop marketing activities to drive more profitable customer redemption behavior
Continually monitoring the competitive environment and anticipating customer needs
Customer Experience
Effective management of overall Customer Experience is critical for rewards programs to ensure we are providing the best possible experience to our customers when interacting with the BMO Rewards program, both online or through the rewards call centre. This role is accountable for the Customer Experience, including:
~ Identify areas of opportunity to improve customer experience (both in online and call centre channels) and work closely with external program suppliers to identify areas of opportunity to improve customer experience (both in online and call centre channels), and work to remove friction points for our customers

Work with internal and external partners to gather requirements, build/edit, test, secure approvals, launch and monitor BMO Rewards credit card product related offers.
5-6 years loyalty program and/or product management experience

• 2-3 years partnership management
• Minimum undergraduate university degree, an MBA or other post-graduate degree, or equivalent industry related experience preferred

Strategic thinker who can develop and execute near-term and long-term strategies and roadmaps
Proven ability to build relationships with external partners and colleagues across different business units and groups
Able to think like a customer and design the right customer experience
Proven ability to manage multiple facets of a complex business and effectively prioritize most important business levers and initiatives
Very strong communication skills (oral and written) with ability to frame and effectively communicate complex problems
Team-oriented, collaborative, and flexible
Strong time management and project management skills
Risk management capabilities
Salaries for part-time roles will be pro-rated based on number of hours regularly worked. BMO Financial Group's total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. It calls on us to create lasting, positive change for our customers, our communities and our people. 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.
Accommodations are available on request for candidates taking part in all aspects of the selection process. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.