Customer Engagement Strategy Manager

Valley Bank; Morristown (NJ); On-site; USD 120,000 - 180,000; Full time

Job summary

Valley Bank is seeking a Manager, Sales Process & Routines to lead sales and service operating rhythms across the retail branch network, Small Business Banking, and Mortgage. You will define engagement strategy, coach frontline leadership, and drive consistent sales practices and performance standards across lines of business.

The role requires advancing customer insights, leading changes, and collaborating with executives to align priorities and ensure compliant, efficient execution.

Qualifications

• Bachelor's degree in business, finance, marketing, technology, or a related field is required or an equivalent mix of education and experience.
• Minimum 5 years in strategy, customer engagement, sales enablement, banking, digital platforms, product, or related discipline.
• Working knowledge of banking sales and service workflows and how to turn business needs into roadmaps.
• Strong analytical skills to interpret data and translate into actionable recommendations.
• Clear written, verbal, and executive presentation skills with ability to align 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 solutions.
• Define needs discovery, customer profiling, and conversation approaches for personalized engagement.
• Build lead and opportunity logic that surfaces and ranks opportunities within existing books of business.
• Provide insights, tools, and capabilities including AI-assisted guidance and CRM roadmap alignment.
• Measure adoption and effectiveness and shape future priorities.
• Ensure continuity across interactions and governance across channels and lines of business.

Skills

Sales processes

Coaching methods

Data analytics

Cross-functional collaboration

Regulatory knowledge

Strategic thinking

Communication skills

Education

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

Tools

CRM systems

Engagement platforms

Digital tools

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.

Responsibilities Include But Are Not Limited To

• Engagement Strategy & Needs Discovery
  • 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.

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.