Senior Manager, Client Engagement

Royal Bank of Canada · Toronto

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Job Description

What is the opportunity?​

RBC Direct Investing is RBC’s online retail brokerage offering industry-leading tools and research to help clients pick the right investments, place trades quickly and track how they are doing. As Senior Manager, Client Engagement, you will be accountable for developing insights and proposals to improve our client's onboarding and engagement with the product to achieve key business targets. You will own from forecasting to actuals - the engagement metrics including funding rates, account cross-sell rates, and monthly/daily activity rates on the platform, all with the goal of optimizing client lifetime value.

What will you do?

• Collaborate with Digital Marketing and Communication teams to create a strategy that drives asset deposits and recurring activity/engagement with the Direct Investing platform

• Lead cross-functional teams through the delivery of initiatives and strategies to reduce client attrition

• Conduct testing on messaging, content and offer combinations to drive an increase in client lifetime value

• Report regularly to senior management on P&L outcomes of the engagement portfolio, including campaigns and tactics, recent market trends, and key opportunities and risks

• Lead deep dive analytics on key strategic questions relating to client engagement and retention

• Transform data into strategic insights for decision making, by both participating and driving programs from initiation to completion to ensure actionable insights are implemented

• Drive revenue growth through business planning, and being accountable for P&L outcomes for the Direct Investing Engagement portfolio

• Partnering with stakeholders, deliver solutions to address client needs, close product gaps and continuously improve the client experience

Must-have:

• Undergraduate degree in business, finance, or related discipline

• 3+ years of relevant experience managing P&L outcomes, leading initiatives or developing and delivering on strategy

• Strong communication, negotiation and people skills

• Strong understanding of financial services economics and P&L drivers

• Strong ability to deliver in both small team settings and across large matrix organizations

• A critical thinking, analytical mindset with a data-led approach to decision making

Nice to have:

• Experience in the securities industry, particularly at a self-directed brokerage

• Proficiency with SQL, Python, R, or other equivalent analytical tools

• Experience with analytics of a digital product

What’s in it for you?
We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

• Ability to make a difference and lasting impact

• Work in a dynamic, collaborative, progressive, and high-performing team

• Opportunities to do challenging work

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Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above

Our Employment Opportunities

At RBC, we are guided by living shared values of Client First, Integrity, Collaboration, Respect and Excellence and winning together as One RBC. We believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.

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RBC is presently inviting candidates to apply for this existing vacancy. Applying to this posting allows you to express your interest in this current career opportunity at RBC. Qualified applicants may be contacted to review their resume in more detail.

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