Head of Loyalty & Engagement

National Bank of Canada; Montreal (administrative region); Hybrid; CAD 140,000 - 190,000; Full time

Benefits offered by this job

Health and wellness program

Flexible group insurance

Generous pension plan

Employee Share Ownership Plan

Employee and family assistance program

Preferential banking services

Involvement in community initiatives

Telemedicine service

Virtual sleep clinic

Job summary

National Bank of Canada is seeking a Head of Loyalty and Engagement within the Digital and Commercialization sector. You will shape the loyalty strategy, drive personalization, and lead data-driven initiatives to maximize customer value across channels.

You will collaborate with data, analytics, and product teams, oversee loyalty programs, and mentor teams. The role emphasizes leadership, strategic thinking, and a customer-centric, outcomes-focused approach.

Qualifications

• Bachelor’s degree in a relevant field such as digital business, marketing, economics, or related discipline.
• 15+ years of experience in customer loyalty, customer relationship management, relationship marketing, or engagement strategy.
• Proven senior leadership experience in a large organization.
• Proven experience designing, managing, and optimizing loyalty programs.
• Strong understanding of personalization strategies, next-best-action frameworks, and data-driven decision-making.

Responsibilities

• Define and implement the customer loyalty and engagement strategy to increase retention and lifetime value.
• Develop and enhance personalization and next-best-action strategies with data, analytics, and digital channels teams.
• Design and optimize proactive retention programs for at-risk customers to reduce attrition and maximize engagement.
• Lead the Bank’s loyalty program, its performance, evolution, and management of strategic partners.
• Partner with product teams to identify and develop growth opportunities within the existing customer base.
• Lead and inspire teams focused on loyalty, customer relationship management, and personalization, fostering performance and innovation.

Skills

Leadership

Loyalty Marketing

Data-Driven Decision-Making

Personalization

Strategy Execution

Team Alignment

Relationship Marketing

Education

Bachelor’s degree in digital business/marketing/economics

Job description

A career as a Head of Loyalty and Engagement within the Digital and Commercialization sector at National Bank means acting as a subject matter expert in customer engagement, retention, and personalized customer experiences. In this role, you will have a direct impact on the Bank’s sustainable growth by leveraging your expertise in loyalty strategies, customer experience, and data-driven decision-making to deliver business results.

Your Role

• Define and implement the customer loyalty and engagement strategy to increase customer retention and lifetime value.
• Develop and enhance personalization and next-best-action strategies in collaboration with data, analytics, and digital channel teams.
• Design and optimize proactive retention programs for at-risk customers to reduce attrition and maximize engagement.
• Lead the Bank’s loyalty program, ensuring its performance, evolution, and the management of strategic partners.
• Partner with product teams to identify and develop growth opportunities within the existing customer base.
• Lead and inspire specialized teams focused on loyalty, customer relationship management, and personalization, while fostering a culture of performance and innovation.

Your Team

The Digital and Commercialization sector brings together specialists who work in an agile, proactive, and collaborative manner to continuously enhance the customer experience and create sustainable value for the organization.

Within this sector, you will be part of a multidisciplinary team reporting to the Chief Digital and Commercialization Officer and working closely with data, marketing, product, and digital channel teams. Our team is recognized for its collaborative mindset, customer-centric approach, and ability to transform data into measurable business outcomes.

We strive to offer you maximum flexibility to support your quality of life. This includes a hybrid work environment as well as a flexible and adaptable schedule.

The Bank is committed to continuous development and internal mobility. Our personalized training programs, based on learning through experience, help you master your profession and expand your areas of expertise. You will have access at all times to resources such as the Data Academy, language training, the Harvard Learning Center, as well as coaching and mentoring opportunities.

Requirements

• Bachelor’s degree in a relevant field such as digital business, marketing, economics, or another related discipline.
• Minimum of 15 years of experience in customer loyalty, customer relationship management, relationship marketing, or engagement strategy.
• Significant experience in a senior leadership role within a large organization.
• Proven experience designing, managing, and optimizing loyalty programs.
• Strong understanding of personalization strategies, next-best-action frameworks, and the use of data to support business decision-making.
• Experience analyzing the performance of loyalty and retention initiatives using business metrics and key performance indicators.

Languages: French, English

Reason to require this language: you will need to discuss frequently with our service providers or partners who speak a language other than French.

Required skills: Concision, Critical Thinking, Curiosity, Data-Driven Decision-Making, Decision Making, Diplomacy, Emotional Intelligence, Leadership, Learning Agility, Loyalty Marketing, Managerial Courage, Mobilization, Strategic Vision, Strategy Execution, Team Alignment, Teamwork

Your benefits

In addition to competitive compensation, upon hiring you’ll be eligible for a wide range of flexible benefits to help promote your wellbeing and that of your family such as:

• Health and wellness program, including many options
• Flexible group insurance
• Generous pension plan
• Employee Share Ownership Plan
• Employee and family assistance program
• Preferential banking services
• Involvement in community initiatives
• Telemedicine service
• Virtual sleep clinic

We have an offer that keeps up with trends as well as your needs and those of your family.

Our dynamic work environments and cutting-edge collaboration tools foster a positive employee experience. We value employees’ ideas. Whether through our surveys or programs, regular feedback and ongoing communication are encouraged.

Making a bold move in a people-first environment

We’re a bank on a human scale that stands out for its courage, entrepreneurial culture, and passion for people. Our mission is to have a positive impact on people’s lives. Our core values of partnership, agility, and empowerment inspire us, and inclusion is central to our commitments. We aim, wherever possible, to provide a barrier-free and accessible environment to all employees.

We strive to provide accessibility measures throughout the recruitment process within the limits of our available resources. If you require accommodations, feel free to let us know during your initial conversations. We welcome all candidates! What can you bring to our team?