Senior Director, Client Engagement Programs
Broward College
Toronto, ON
3d ago

We’re building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what’s right for our clients.

At CIBC, we embrace your strengths and your ambitions so you feel empowered at work. Our team members have what they need to make a meaningful impact and feel truly valued for who they are and what they contribute.

To learn more about CIBC, please visit

What You’ll Be Doing

You’ll join our Personal Banking products team reporting into the Vice President, Acquisition & Engagement. As a Senior Director, you will be accountable for the development and implementation of credit card client engagement strategies and tactics.

Through your team, you will lead the strategy development, planning / delivery, and benefits tracking for all client engagement initiatives and closely partner with the credit card Loyally & Partnerships team to enable the offering and fulfillment of partner-

based offers to increase client engagement.

How You’ll Succeed

  • Client Engagement - Lead strategy and initiatives to drive client engagement for CIBC card products. Identify new opportunities and optimize existing activities to deepen client engagement.
  • Develop initiatives, campaigns, and strategies to improve card issuance, depth of client relationships, increase card relationships, and reduce attrition.

    Design and deliver strategies to improve penetration. Plan the budget and resources used to deploy engagement programs and activities.

    Develop ongoing client engagement and communication from idea generation to implementation. Build and manage governance for ongoing reporting and issues management to drive progress against key initiatives and sales campaigns.

    Evolve and manage client engagement KPIs.

  • Strategic Planning Develop a 3 year strategy that will ensure CIBC is an industry leader in client engagement. Evaluate competitive best practices to formulate new ideas and deliver initiatives through digital.
  • Explore new growth opportunities outside of Business As Usual (BAU) activities (e.g., partnerships). Keeping abreast of industry and competitive developments inside and outside of Canada

  • Relationship Management Collaborate with partners to develop focused strategies to enhance overall client experience by addressing client irritants and deliver with a focus on key client journeys.
  • Work collaboratively with Marketing, Digital and Innovation partners to develop solutions & strategic initiatives to drive client engagement and improve the client experience towards the longer-

    term vision of card products.

  • People Management Lead a team of direct reports. Build team and individual capabilities by providing development opportunities such as job shadowing, special projects, and training.
  • Manage performance by providing fair and accurate formal and informal feedback, identifying and removing obstacles to performance and by explaining how performance expectations align with business priorities.

    Hire the right people into the right jobs.

    Who You Are

  • You have experience in people management and leadership skills gained through previous experience with the ability to motivate and inspire others.
  • You have at least 7-9 years of work experience in business related functions, (e.g., strategy, strategic planning analytics, financial modeling, credit card product management, finance, and management consulting).

    You have excellent PowerPoint and Excel skills to prepare executive-level communications and presentations and execute complex analyses.

  • You have completed a Bachelors / Master’s degree in business related field.
  • You embrace and champion change. You'll continuously evolve your thinking and the way you work in order to deliver your best.
  • You give meaning to data. You enjoy investigating complex problems, and making sense of information. You're confident in your ability to communicate detailed information in an impactful way.
  • Your influence makes an impact. You know that relationships and networks are essential to success. You inspire outcomes by making yourself heard.
  • You're driven by collective success. You know that collaboration can transform a good idea into a great one. You understand the power of an inclusive team that enjoys working together to bring a shared vision to life.
  • Values matter to you. You bring your real self to work and you live our values trust, teamwork and accountability.
  • What CIBC Offers

    At CIBC, our people are our greatest asset. You’ll become part of a diverse community that acknowledges everyone’s unique talents, and empowers teams to do what’s right for the client, and to do it well.

    As part of our team, you will :

  • Thrive : Benefit from an open and approachable culture that provides the flexibility and support you need to integrate your life at work and at home
  • Connect : Work in a place where the right technology and infrastructure fosters innovation, collaboration and creativity
  • Develop : Grow your skills and career through our best-in-class onboarding experience, ongoing learning opportunities, individual development planning, and comprehensive product training
  • Prosper : Share in our collective success with a competitive salary, incentive pay, banking benefits, health benefits program, and employee share purchase plan
  • What You Need to Know

  • CIBC is committed to creating an inclusive environment where all team members and clients feel like they belong. We seek applicants with a wide range of abilities and we provide an accessible candidate experience.
  • If you need accommodation during the application or interview process, please contact

  • You need to be legally eligible to work at the location(s) specified above and, where applicable, must have a valid work or study permit
  • Job Location

    Toronto-33 Yonge Street, 7th

    However this may change dependent on business need.


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