Customer Management Marketing Manager

HomEquity Bank; Toronto; Hybrid; CAD 80,000 - 110,000; Full time

Job summary

HomeEquity Bank, a leading provider of reverse mortgages in Canada, is seeking a Customer Management Marketing Manager. This role focuses on developing marketing strategies to enhance client relationships post-funding, collaborating across teams to drive retention and growth. Candidates should possess solid industry experience and a commitment to delivering customer-centric solutions.

Benefits

Extended health and dental benefits

Employee & Family Assistance Program

Employer-Matched Group Retirement Savings Plan

Well-being initiatives

Qualifications

• Minimum 5+ years of experience in financial industry marketing.
• Strong analytical skills with ability to interpret data.
• Experience in managing marketing campaigns.

Responsibilities

• Develop and implement marketing programs for retention and loyalty.
• Assess and analyze campaigns for optimization opportunities.
• Collaborate with various teams to ensure successful program execution.

Skills

Analytical skills

Communication

Collaboration

Digital acquisition

Education

Bachelor's degree

MBA or graduate degree

Job description

200 Bay St., Toronto, ON M5J 2J1, Canada

Job Description

Posted Friday, May 16, 2025 at 4:00 AM

WHO WE ARE

HomeEquity Bank is a Schedule 1 Canadian chartered bank and the leading national provider of reverse mortgages, with a growing portfolio. As the only bank solely dedicated to serving homeowners 55 and up, we’re passionate about helping Canadian homeowners live retirement on their terms. We live that commitment every day, witha range of reverse mortgage solutions that include our flagship CHIP Reverse Mortgage product.

OUR VALUES, OUR PASSION

At HomeEquity Bank, our values drive and inspire our actions with our customers, our partners and each other.

• Courage to Act. Do the Right Thing
• One Team. One Vision
• Think Long-Term. Ever-Evolving

POSITION SUMMARY:

The Customer Management Marketing Manager will be responsible for developing, managing, and optimizing post-funding marketing initiatives aimed at deepening relationships with existing clients. This includes creating targeted “SA” campaigns and post-funding communications (such as letters) designed to engage customers, drive retention, and uncover incremental growth opportunities. Reporting to the Director, Referred & Product Marketing (Distribution Partnerships), the Manager will collaborate with teams across the organization to ensure consistent, compliant, and customer-centric messaging throughout the post-funding journey.

MAJOR ELEMENTS OF THE ROLE:

Marketing Strategy and Program Management

• Conceptualize, develop, and implement marketing programs utilizing Direct Mail, Call Centre, Emails and SMS channels for subsequent advances, retention and loyalty campaigns that drive originations
• Manage the development, editing, and printing of product marketing materials (e.g. Consumer & Referred Marketing Guides) and post-funding letters, ensuring they go through the right approval processes to ensure compliance, accuracy, and alignment with brand standards
• Assess and analyze campaigns for optimization opportunities and coordinate efforts across on-line and offline channels to optimize investment
• Manage vendors and partners to ensure the successful implementation of campaigns and ensuring the effectiveness of ongoing programs
• Test and implement new tools, techniques, offers, or programs that help enhance or support program performance
• Partner with Call Center, Sales Management, Mortgage Operations, Legal, Risk and Compliance, and Systems to ensure the customer experience is optimized in program execution and fulfillment
• Drive the development and implementation of an effective campaign management approach ensuring optimal customer experience that increases funding volumes and enhances funnel efficiencies for both prospects and customers including lead nurturing, offer sequencing, SA campaigns, etc.

Reporting and Analysis

• Ensure frequent monitoring, tracking and reporting of all campaigns to identify opportunities to optimize or course-correct programs
• Conduct ongoing market and campaign monitoring and incorporate demographic and behavioural analysis to optimize targeting, messaging, and effective investment optimization
• Conduct ongoing analysis of market data to identify new opportunities, channels, tools, or partners to drive efficiencies and originations

Skills and Experience Required:

• Minimum 5+ years of experience in financial industry marketing and campaign management with subject matter expertise in the Canadian consumer mortgage industry; home-secured lending and insurance products knowledge is a definite advantage
• Bachelor’s degree, MBA or a graduate degree an asset
• Experience in digital acquisition, lead generation, and managing marketing campaigns; working with call centers, Salesforce.com an asset
• Strong analytical skills, ability to interpret large sets of data and draw insights, strong financial acumen
• Demonstrated oral and written communication skills and presentation to internal and external contacts, up to senior management levels
• Self-driven character, including innate curiosity, desire to learn in a fast-paced environment, achievement orientation, and a strong desire to continuously improve the status quo and make a real impact on our Company’s success
• Ability to collaborate with multiple stakeholders internally and externally
• Hybrid work environment

WHY WORK AT HOMEEQUITY BANK?

HomeEquity Bank offers a hybrid working environment supported with a culture of flexibility – an approach that is unique to each person, and that enables both business and individual needs to be met in a mutually beneficial way.

We pride ourselves in recognizing and celebrating performance, community service, teamwork, and diversity among our employees.

A Dynamic Culture – With People at the Centre

We believe our people make all the difference; our tireless commitment to inclusivity, professional development, and employee experience has been recognized through awards including theGreater Toronto’s Top Employers 2024,Waterstone Canada's Most Admired Corporate Cultures 2022-2023, the Globe and Mail's Report on Business: Canada's Top Growing Companies 2022 (third year since 2019), Canadian's Mortgage Professional (CMP) Top Mortgage Employer 2023 for the third year in a row and Achievers Top 50 Most Engaged Workplaces 2023.

Growth and Opportunities
We provide challenging and rewarding careers in a wide variety of fields. We continuously develop and train our employees through professional growth opportunities and on-the-job training. We also encourage our employees to develop professionally and personally though a series of career developing programs including our Educational Assistance Program, designed to reimburse costs related to professional learning and development.

Celebrating Great Work and People

We believe in an environment that celebrates success, knowledge, leadership, and work that is inspired by our core values. For these reasons, we have created several programs that make it easy for our employees to say ‘great job’ to their colleagues and leaders.

From our Appreciate! Program to the High Five Award Program and President’s Award Program, we recognize professional achievement with a variety of rewards including points towards gift cards, merchandise, and travel experiences, as well as group RRSP/DPSP contributions and more.

Our Community Leadership Program recognizes employees who make a positive impact in their communities through volunteer work with a grant for their charity of choice. Additionally, we provide employees with one paid day off each year to volunteer at their favourite local charity.

The Perks

HomeEquity Bank offers a competitive total rewards package that includes:

• Extended health and dental benefits
• Employee & Family Assistance Program
• Employer-Matched Group Retirement Savings Plan
• Employee Share Investment Plan
• Well-being initiatives including: a wellness account; virtual self-care programs and extended mental health benefits
• Employee corporate discount for GoodLife Fitness

HomeEquity Bank is committed to an inclusive, equitable and accessible workplace. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

Please note that our successful candidate is required to complete a background check.

Stay in the Know

Find out what we’re up to online, and learn more about what makes HomeEquity Bank a great place to work:

Join Us!If you’re ready to build the future of reverse mortgages, we want to hear from you.

200 Bay St., Toronto, ON M5J 2J1, Canada