Manager, Retention Strategy & Planning

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

Job summary

A leading bank in Canada is looking for a Manager, Retention Strategy & Planning in Toronto. You will spearhead data-informed strategies that enhance client retention, leveraging analytical insights to inform business decisions. The role involves close collaboration with various departments to drive results in a fast-paced environment.

Qualifications

• Multiple years of related experience in client retention or strategy-focused roles.
• Strong analytical skills and ability to interpret complex data into strategies.
• Experience in performance tracking and data visualization.

Responsibilities

• Lead development of strategic recommendations to improve client retention.
• Track performance and insights across retention initiatives.
• Identify key drivers of attrition through data analysis.

Skills

Data analysis

Strategic thinking

Problem-solving

Performance tracking

Client retention

Excellent communication

Education

Post-secondary education in Business

Tools

Excel

Tableau

Power BI

Job description

Requisition ID: 228821

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

As the Manager, Retention Strategy & Planning, you will build data-informed strategies to improve client retention, applying strategic thinking to uncover risks and opportunities across key client touchpoints. You will focus on identifying key drivers of attrition through deep analysis of trends, behaviors, and performance insights. Partnering closely with the Senior Manager, you will support forecasting, prioritization, and performance measurement to inform and evolve our mid to longer-term retention strategies.

Is this role right for you? In this role, you will:

• Lead the development of strategic retention recommendations by translating data and insights into actionable priorities
• Identify emerging trends, client behaviors, and performance patterns to uncover opportunities that will inform the retention strategy
• Identify and size strategic opportunities through client profiling, segmentation analysis, predictive modeling, and deep dives into key drivers of attrition and primary fall out
• Track, measure, and communicate performance and insights across retention outreach initiatives by partnering with Analytics and key stakeholders across all levels of the Bank
• Continuously evolve retention performance reporting through dashboard analysis and ad hoc deep dives focused on client attrition, primacy fallout, and product-level trends
• Consolidate and track results across all squad and BAU retention initiatives, providing a clear view of outcomes and trends, including voluntary and involuntary attrition - with attention to understanding and articulating where and why these trends are occurring
• Support annual planning and prioritization of retention initiatives by contributing to opportunity sizing, impact assessments, and data-informed recommendations
• Work closely with Senior Manager, Strategy, Squad & Programs to identify and prioritize deliverables and backlog initiatives
• Leverage internal and external market research and best practices to enhance strategy development and innovation
• Collaborate with partners across analytics, digital, marketing, and product teams to ensure alignment and delivery of retention-focused insights and solutions

• Drive a client focused culture by leveraging broader Bank relationships, systems and knowledge to retain client relationships
• Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions

Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have:

• Multiple years of related experience and a post-secondary education focused in Business, or a related field
• Proven experience in performance tracking, data analysis, and insight generation, ideally within a client retention, or a strategy-focused role
• Strong analytical and problem-solving skills, with the ability to interpret complex data and translate it into actionable strategies
• Proficiency in using data visualization and reporting tools (e.g., Excel, Tableau, Power BI) and comfort working with large datasets
• Experience with client segmentation, predictive modeling, and opportunity sizing to support strategic decision-making
• A collaborative mindset with the ability to work cross-functionally across analytics, digital, marketing, and product teams
• Excellent communication and storytelling skills, with the ability to present insights clearly to stakeholders at all levels
• A strategic thinker with a keen eye for identifying trends, risks, and opportunities in client behavior and retention performance
• Familiarity with financial services, client lifecycle management, and/or customer experience strategies is an asset
• A proactive, self-starter attitude with strong organizational skills and the ability to manage multiple priorities in a fast-paced environment
• An understanding of risk management principles and how to incorporate them into day-to-day decision-making

Location(s): Canada : Ontario : Toronto

Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.

At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.