Senior Manager, Offer Design & Fulfillment - Scotiabank Toronto

About the role

<h3>Role Overview: Senior Manager, Offer Design & Fulfillment</h3> This Senior Manager, Offer Design & Fulfillment position is a pivotal leadership role within Scotiabank's Canadian Banking Campaign Analytics team in Toronto. The individual in this capacity provides comprehensive strategic oversight and operational leadership for all aspects of offer configuration and fulfillment activities across a wide range of mass and targeted marketing campaigns. This role is crucial for ensuring the effective delivery of customer value propositions and maintaining Scotiabank's competitive edge in the Canadian financial landscape. The successful candidate will join a purpose-driven and inclusive team, contributing to a high-performing culture committed to achieving significant results.

Details

<h3>Operational Leadership and Campaign Execution</h3> As the central point of contact and accountability, this Senior Manager oversees all offer configuration activities for mass and targeted campaigns. The role involves managing the end-to-end offer configuration lifecycle, from initial business requirements through to in-market execution on the offer management platform. A key responsibility is ensuring scalable and consistent delivery across various products and offer types. This includes overseeing the offer intake process, strategically managing team capacity planning for offer fulfillment, and maintaining service level agreements (SLAs) while balancing delivery timelines with resource availability. Furthermore, the role leads operational oversight and coordinates with issue management teams on investigations, inquiries, and remediation activities related to offer payouts, proactively monitoring in-market offer performance and operational health to protect the customer experience.

<h3>Strategic Development and Cross-Functional Collaboration</h3> This leadership position is instrumental in driving the strategic roadmap for offer configuration and offer management capabilities. The Senior Manager provides expert consultation and subject matter expertise to business and product teams regarding existing offer capabilities and new offer constructs. A critical aspect of this role is translating complex campaign objectives into platform-ready requirements and configurations. This requires close collaboration with stakeholders across Canadian Banking business lines and various cross-functional teams, including Campaign Execution, Marketing, Technology, QA, and channel partners. The role also encompasses managing the vendor governance structure, including monthly health checks, SLA monitoring, incident response, change management, and financial oversight in accordance with contractual obligations, escalating issues as required to maintain service quality and efficiency.

<h3>Required Expertise and Impact</h3> Candidates for this role should possess extensive progressive experience in marketing operations, marketing analytics, or campaign execution within the financial services industry, demonstrating a proven track record of leadership and team management. Specific expertise in designing and configuring offers for mass and targeted marketing campaigns using offer management or decisioning tools, such as Zafin zPlatform, is highly preferred. The role demands exceptional communication skills to effectively convey complex information to diverse audiences, including technical teams, business stakeholders, and executive leadership. A strong understanding of data flows, offer system capabilities, and downstream fulfillment is essential to effectively configure offers and troubleshoot issues, ensuring optimal performance and a seamless customer experience across all Scotiabank marketing initiatives.