Senior Group Manager, Customer Experience and Insights (US)-CCUL Partnerships

Education & Experience

• Undergraduate degree or relevant professional certifications, designations, or equivalent required; Master's Degree in Marketing Research or related field is a plus.
• Minimum of 10+ years professional experience in any of the following areas: consumer insights, marketing research, brand/product management, management consulting, business analysis
• Strong business acumen and business consulting skill set. Business minded individual who understands how data and insights can be leveraged for business impact
• Proven ability to think and operate at a strategic level, however comfortable with details and guiding the execution of data analysis and market research
• High level of comfort working on initiatives that are less defined and do not have established processes or parameters. Demonstrated ability to build strategic plans and develop clear roadmaps to deliver against strategies and priorities
• Strong self-starter who takes initiative and is able to identify new opportunities and have the drive and ability to bring them to life
• Strong aggregation and synthesis skills with an ability to take complex concepts and data and build a compelling story and narrative that is data driven and grounded evidence
• Demonstrated leadership and ability to lead and influence cross-functional projects
• Strong project management skills. Ability to lead and manage multiple projects and initiatives at once. Strong multi-tasking skills and working well under pressure
• Confident interacting and presenting to stakeholders and partners at all levels including Senior and Executives. Ability to distill insights into business decisions and outcomes
• Ability to design creative and visual reports and presentations to effectively communicate results and findings from data and insights projects/initiatives
• Financial services experience an asset
• Experience managing and developing high performing teams

Customer Accountabilities

• Oversees/leads the development of marketing insights solutions to address enterprise/business needs/plans, ensuring alignment with internal marketing standards and/or goals
• Oversees/leads the delivery and management of programs/project plans by assigning and tracking workgroup projects, ensuring established processes are followed, and delivering all projects on strategy, on time, on budget and error free
• Evaluates the impact of marketing solutions on the achievement of enterprise/business results, and ensures marketing solutions/initiatives are strategically sound and consistent with TD’s customer experience and brand image; ensures a high level of service by setting clear standards and continuously assesses the effectiveness of programs, processes and documentation, and incorporates lessons learned into current and future projects/programs
• Provides input and works with Integrated Marketing Planning and across marketing on cross-functional plans/projects/programs/initiatives; understands marketing disciplines and how they link together to deliver integrated solutions
• Develops and manages good working relationships and maintains open dialogue with key internal/external business partners and stakeholders to ensure adequate execution of project deliverables
• Actively works to resolve escalated issues and manages changes within the project/program/initiative
• Evaluates the effectiveness of corporate marketing processes/services and recommends/champions possible enhancements
• As a recognized expert within own field of expertise, provides advice and guidance to employees and business partners on customer experience, maintaining the brand image, standards, application and execution within area of expertise
• Maintains an understanding of TD businesses and products, keeps current with key business initiatives/issues/developments within TD, emerging strategies, capabilities and/or trends in the industry field of expertise to deliver effective marketing solutions

Shareholder Accountabilities

• Works closely with key business leaders to develop business plan, ensuring the optimal use of resources and leverages TD’s operating model to maximize efficiency, effectiveness and scale
• Plans and executes on strategic activities, reviews and communicates results, and adjusts tactics accordingly
• Executes on the annual business plan to deliver results aligned with business strategies
• Manages overall budget, revenue and expenditures, meets business objectives while increasing efficiency and effectiveness
• Proactively identifies key business opportunities, researches and recommends enhancements/modifications, develops strategies to achieve recommendations and works closely with team to execute and implement
• Can improve or create new processes for the organization, with a medium to longer term impact
• Monitors and communicates the effectiveness of strategies, programs, and practices related to own area of expertise
• Protects the interests of the organization; identifies and manages risks, and escalates non-standard, high risk transactions/activities as necessary
• Keeps abreast of emerging issues, trends, and evolving regulatory requirements and assesses potential impacts
• Maintains a culture of risk management and control, supported by effective processes in alignment with risk appetite
• Ensures employees are knowledgeable; and assumes responsibility to minimize operational and regulatory risk by complying with Bank and industry Code of Conduct

Employee/Team Accountabilities

• Contributes to the development of business segment and/or enterprise functional strategic priorities within their operational area or field of specialty
• Develops annual and/or long term plans for own area and influences plans well beyond area managed
• Develops a team of marketers in all aspects of the marketing competencies and acts as resource and mentor to others
• Responsible for management of the overall team providing both leadership and guidance
• Sets targets and objectives for the team, and delivers results
• Grows team expertise to align with business/enterprise demand and direction; assesses team skills and capabilities and continually looks for ways to provide and enhance the value delivered
• Leads a high performing team; provide on-going feedback and performance reviews, coaches and develops employees and ensures performance management activities are undertaken and provides regular input into employee assessments and development plans
• Leads the process of setting performance objectives for the team; tracks, monitors and effectively addresses and/or rewards performance in a timely manner
• Manages employees in compliance with all human resources policies, procedures and guidelines of conduct
• Shares knowledge, information, skills, and subject matter expertise among the team and ensures the timely communication of issues and encourages good working relationships with other functions and teams
• Supports an environment where team freely escalates business challenges; facilitates change through positive reinforcement of milestones and successes
• Recruits for all hires to ensure a highly diverse, qualified workforce to achieve business objectives
• Establishes and fosters a cohesive team; promotes a fair and equitable environment that supports a diverse workforce and encourages the team to achieve common goals and objectives
• Acts as a brand ambassador for your business area/function and the bank, both internally and/or externally

Physical Requirements

• Never: 0