Customer Engagement Strategy Manager

Valley Bank; Morristown (NJ); On-site; USD 98,000 - 172,000; Full time

Job summary

Valley Bank is seeking a Manager for Sales Process & Routines in Morristown, NJ. The role oversees engagement rhythms across retail, Small Business Banking, and Mortgage, defining standards, coaching routines, and performance management across lines of business.

You will partner with leadership to define the vision for engagement tools, track adoption, and drive improvements using data insights while ensuring regulatory compliance and strong customer experience.

Qualifications

• Bachelor's degree or equivalent in business/finance/marketing/tech or related field.
• Minimum 5 years in strategy, customer engagement, sales enablement, banking, digital platforms, product, or related discipline.
• Experience turning business needs into actionable roadmaps; strong data interpretation and recommendations.
• Clear written, verbal, and executive presentation skills; ability to influence across lines with competing priorities.
• Proven ability to lead multiple strategic workstreams across cross-functional teams.

Responsibilities

• Set the engagement strategy to uncover needs, deepen relationships, and match customers to the right solutions.
• Define needs discovery, customer profiling, and conversation approaches for personalized, relationship-based engagement.
• Build lead and opportunity logic that surfaces and ranks opportunities within existing books of business.
• Leverage insights, tools, and capabilities to surface Next Best Action and AI-guided prompts at the point of conversation.
• Align delivery across teams, present recommendations to leadership, and elevate priorities when needed.
• Escalate significant issues and ensure compliance with regulations, policies, and required training.

Skills

Retail Banking Sales

Sales Enablement

Coaching Methods

Performance Management

Data Analytics

Cross-Functional Collaboration

Change Management

Strategic Roadmapping

Executive Communication

Education

Bachelor's degree in business, finance, marketing, technology, or related field

Tools

CRM

Job description

At Valley Bank, we believe in people's growth potential. We invest in it. We protect it. We focus it. For nearly 100 years, we've been the Bank that clients from every industry turn to for our expertise, strategies, and advice--building the kind of trust that can fuel every goal. We are the leading relationship bank built for growth--with over $60 billion in assets, 3,800 experts, and more than 200 consumer branches and commercial banking offices in communities across the US.

At Valley, we're all driven by an ambition that goes deeper than just having a job. That's why when you work for us, we make it our goal to help you focus on what drives you--working to turn your passions and strengths into assets you can use to propel your ambitions and build the professional legacy you want. Because when we say we're a relationship bank built for growth, that's not just reserved for our clients--that includes all our associates as well.

The Manager, Sales Process & Routines owns the sales and service operating rhythms across the retail branch network, Small Business Banking, and Mortgage -- the routines, processes, and performance disciplines that sales leaders in all three businesses execute consistently. The role defines the standard, equips leaders to run it, measures adherence, and closes the gaps. It serves as the primary liaison between the Director, Sales & Service Effectiveness and front-line leadership, and is accountable for consistent execution of sales practices, coaching routines, and performance management standards across the three lines of business.

Job Description

Responsibilities include but are not limited to:

• Set the engagement strategy that helps bankers uncover needs, deepen relationships, and match customers to the right solutions.
• Define needs discovery, customer profiling, and conversation approaches for personalized, relationship-based engagement.
• Build the lead and opportunity logic that surfaces and ranks the best opportunities within existing books of business.
• Insights, Tools & Capabilities
  • Advance customer insights, Next Best Action, recommendations, and AI-assisted guidance so bankers get relevant prompts at the point of conversation.
  • Work with business leaders and cross-functional teams to set the vision, roadmap, and priorities for engagement tools, including CRM.
  • Measure adoption and effectiveness against customer, colleague, business, and platform data, and use the results to shape the next round of priorities.
• Alignment, Delivery & Governance
  • Create continuity across interactions and business partners so colleagues work as one team around the customer rather than by channel or line of business.
  • Present recommendations to leadership, build alignment, and influence priorities and decisions.
  • Escalate significant business, operational, or strategic issues, and comply with applicable regulations, policies, procedures, and required training, including BSA, USA PATRIOT Act, and OFAC.

Requirements

Required Skills:

• Knowledge of Retail, Small Business, and Mortgage Banking sales models, customer acquisition strategies, and referral management practices.
• Knowledge of sales effectiveness principles, coaching methodologies, performance management, and regulatory requirements.
• Skill in designing and optimizing sales processes, operating routines, and performance frameworks to improve business outcomes.
• Skill in leveraging data, analytics, and insights to drive decision-making, identify opportunities, and enhance execution.
• Skill in leading change initiatives, influencing stakeholders, and driving adoption across multiple business lines.
• Ability to translate strategic objectives into scalable processes, standards, and measurable results.
• Ability to foster cross-functional collaboration, accountability, and continuous improvement while balancing growth, customer experience, and risk objectives.

Required Experience:

• Bachelor's degree in business, finance, marketing, technology, or a related field, or an equivalent combination of education and relevant professional experience.
• Minimum of 5 years in strategy, customer engagement, sales enablement, banking, digital platforms, product, or a related discipline.
• Working knowledge of banking, sales and service, customer experience, and colleague workflows, with the ability to turn business needs into roadmaps.
• Strong analytical skills, with the ability to interpret customer, colleague, business, and platform data and convert it into recommendations leaders act on.
• Clear written, verbal, and executive presentation skills, with the influence and facilitation to align business lines that have competing priorities.
• Proven ability to lead multiple strategic workstreams across cross-functional teams, work through ambiguity, and drive work forward independently.

Preferred Experience:

• CRM, engagement platform, or digital tool initiatives in financial services; work across multiple business lines with senior leadership; and a strategy, project, or change management certification.

Full-time/Part-time

Full-time

FLSA

Exempt

Location(s)

Morristown , New Jersey , United States

Total Rewards Summary

• We provide a comprehensive and competitive total rewards package including base salary determined by factors such as the role, relevant experience, skill set, and geographical location.
• Eligible positions may also be eligible to receive commission-based compensation and/or discretionary incentive compensation, which may be awarded as cash or forfeitable equity, recognizing individual performance and contributions.
• In addition to financial compensation, we offer a robust suite of benefits tailored to meet diverse employee needs based on eligibility criteria.
• These include comprehensive health care and insurance plans, retirement savings options, tuition and adoption reimbursement programs, paid time off, mental health support, and other valuable benefits programs.

Further details regarding total compensation and benefits will be shared during the hiring process.

Pay Range

The estimated pay range for this job. Disclosing pay information promotes competitive and equitable pay. The actual pay rate will depend on the person's qualifications and experience. $98,400.00 - $171,900.00 / year

Pay Transparency

In order to support the Fair Compensation Strategy by the US Govt., HR Dept., clients are required to adhere to "Pay Transparency Law"; in the impacted states; that have mandated the employers to list the salary ranges in Job advertisements or postings for job opportunities and Job promotions.

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Employer Privacy Policy

Valley is an equal opportunity/affirmative action employer. All qualified applicants are encouraged to apply and will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected status or characteristic.

If you are a person with a disability and need a reasonable accommodation to search or apply for a career opportunity, please call us at 800-652-6500, option 2, for assistance with an alternate method of access. A response to your accommodation request may take up to two business days. Other inquiries to this number will not receive a response.

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