Manager, Retention Strategy & Planning

Scotiabank; Canada; On-site; CAD 80,000 - 120,000; Full time

Job summary

A leading company is seeking a Manager, Retention Strategy & Planning to develop data-informed strategies aimed at improving client retention. This role requires analyzing trends, behaviors, and performance insights, while collaborating with various teams to drive retention initiatives. Ideal candidates will have several years of experience in client retention or strategy roles and strong analytical skills. Join a diverse team committed to client success and innovation.

Qualifications

• Multiple years of relevant experience and post-secondary education in Business or related fields.
• Strong analytical, problem-solving, and data interpretation skills.
• Excellent communication and storytelling skills for stakeholder presentations.

Responsibilities

• Develop data-informed strategies to improve client retention.
• Lead the development of strategic retention recommendations.
• Enhance retention performance reporting through dashboards.

Skills

Analytical skills

Problem-solving

Data interpretation

Collaboration

Communication

Strategic thinking

Education

Post-secondary education in Business

Tools

Excel

Tableau

Power BI

Job description

Requisition ID: #

Join a purpose-driven, winning team committed to results in an inclusive and high-performing culture.

As the Manager, Retention Strategy & Planning, you will develop data-informed strategies to improve client retention. Your focus will be on analyzing trends, behaviors, and performance insights to identify risks and opportunities across key client touchpoints. You will partner with the Senior Manager to support forecasting, prioritization, and performance measurement, shaping our mid to long-term retention strategies.

Key Responsibilities:

1. Lead the development of strategic retention recommendations by translating data and insights into actionable priorities.
2. Identify emerging trends, client behaviors, and performance patterns to uncover opportunities for retention strategies.
3. Utilize client profiling, segmentation analysis, predictive modeling, and deep dives into attrition drivers to size strategic opportunities.
4. Track, measure, and communicate performance and insights across retention initiatives by collaborating with Analytics and stakeholders across the Bank.
5. Enhance retention performance reporting through dashboards and deep dives into client attrition and product trends.
6. Consolidate results from retention initiatives, providing insights into outcomes and trends, including voluntary and involuntary attrition.
7. Support annual planning by contributing to opportunity sizing, impact assessments, and data-driven recommendations.
8. Work with the Strategy, Squad & Programs team to identify and prioritize deliverables and initiatives.
9. Leverage market research and best practices to innovate and improve strategies.
10. Collaborate with analytics, digital, marketing, and product teams to align insights and solutions.
11. Promote a client-focused culture by utilizing Bank relationships and systems to retain clients.
12. Consider the Bank’s risk appetite and culture in daily activities and decisions.

Qualifications:

1. Multiple years of relevant experience and post-secondary education in Business or related fields.
2. Proven experience in data analysis, performance tracking, and insight generation within client retention or strategy roles.
3. Strong analytical, problem-solving, and data interpretation skills.
4. Proficiency with data visualization and reporting tools (Excel, Tableau, Power BI) and handling large datasets.
5. Experience with segmentation, predictive modeling, and opportunity sizing.
6. Collaborative mindset and ability to work cross-functionally.
7. Excellent communication and storytelling skills for stakeholder presentations.
8. Strategic thinking with an ability to identify trends, risks, and opportunities.
9. Knowledge of financial services, client lifecycle management, or customer experience strategies is an asset.
10. Proactive, organized, and capable of managing multiple priorities in a fast-paced environment.
11. Understanding of risk management principles integrated into decision-making.

Location:

Canada: Ontario: Toronto

At Scotiabank, we value diversity and are committed to inclusion. If you need accommodations during the recruitment process, please inform our Recruitment team. Only candidates considered for an interview will be contacted.