Director, CRM Strategy & Product Management, Commercial Banking

Requisition ID: 251055
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

Director, CRM Strategy & Product Management, Commercial Banking

Purpose

As the Director, CRM Strategy & Product Management, Commercial Banking, you will lead the digital transformation of our sales and service ecosystem. Your mandate is to architect and deploy a Salesforce-driven CRM strategy that unifies our entire business—connecting Relationship Managers, Credit Solutions, and Service teams under a single, efficient operating model. By automating complex workflows and delivering actionable data insights, you will empower our teams to focus on what matters most: driving client primacy, accelerating acquisition, and maximizing revenue. You will act as the bridge between business goals and technical execution, ensuring our Global Commercial Ecosystem not only meets regulatory standards but sets a new benchmark for user experience, operational efficiency, and client satisfaction.

Accountabilities:

• Product Ownership, User Experience & User-Centric Design
• Spearhead the deployment of the Salesforce CRM tool, ensuring it delivers an exceptional user experience for Relationship Managers
• Conduct in-depth user research and gather actionable feedback to inform design decisions, ensuring the tool meets and exceeds user needs and enhances client satisfaction
• Lead the product deployment, owning the development from start to finish, including the initial concepts, the high-level functionality design, the features roadmap, and the execution.
• Apply user-centric design principles to create intuitive, efficient, and visually appealing user interfaces that elevate the overall client experience
• Adoption & Change Management
• Craft and implement innovative strategies to drive widespread user adoption of the Salesforce CRM tool across the region
• Provide comprehensive training and ongoing support to ensure users are proficient and confident in utilizing the tool
• Continuously monitor adoption rates and gather feedback to refine and improve the tool, addressing any barriers to adoption
• Collaboration & Stakeholder Management
• Collaborate closely with key stakeholders, including Relationship Managers, Sales, Operations, and Compliance, to understand their needs and ensure the tool aligns with business objectives
• Work in tandem with the Technology and Data & Analytics teams to ensure seamless integration with existing systems and workflows
• Build and maintain strong relationships with external vendors and technology partners to ensure the effective delivery of services and solutions
• Product Development & Innovation
• Lead the development and enhancement of the Salesforce CRM tool, ensuring it aligns with the overall technology and data roadmap
• Foster a culture of innovation and continuous improvement within the product design team, encouraging creative solutions and forward-thinking approaches
• Stay abreast of industry trends and best practices to ensure the tool remains cutting-edge and competitive
• Data Strategy & Governance
• Ensure the Salesforce CRM tool supports robust data governance, quality, security, and compliance frameworks
• Collaborate with the Data & Analytics teams to ensure the tool provides real-time access to accurate data for informed business decision-making and regulatory reporting
• Sales Effectiveness
• Enhance sales effectiveness by equipping Relationship Managers with the tools and insights they need to excel
• Monitor and analyze the impact of the tool on sales performance, making necessary adjustments to maximize its effectiveness
• Team Leadership & Development
• Lead and mentor a high-performing product design team, fostering a culture of innovation, collaboration, and continuous improvement
• Manage and develop a diverse and geographically dispersed team, ensuring effective coordination, resource allocation, and talent retention
• Provide visionary leadership to cultivate a forward-thinking product design team capable of delivering cutting-edge solutions

Reporting Relationship:

Primary: Head of Data & Analytics, Commercial Banking (Canadian Banking)
Secondary: VP, Performance Enablement and Client Experience (International Banking)

Direct Reports: Product Managers and Project Execution team

Educational / Experience / Other requirements:

• Bachelor's degree in Business Administration, Economy, Engineering, Computer Science, or a related field
• MBA or Master's degree in a relevant field is highly preferred
• 10 + years of experience in the technology, product management, banking, CRM space, with at least 5 years in senior leadership roles, ideally in the financial services or commercial banking industry
• Proven experience leading large-scale technology deployments, particularly in CRM systems (Salesforce)
• Demonstrated experience with global/regional regulatory compliance, risk management, and security protocols in banking/financial services
• Track record of successfully leading teams and managing complex, multi-country projects across diverse cultural and regulatory environments
• Strong understanding of commercial banking operations
• In-depth knowledge of Salesforce
• Excellent communication and stakeholder management skills, with the ability to present complex technical concepts to non-technical audiences
• Proven leadership and team management abilities, with experience managing diverse, remote teams

Working Conditions:

• Work in a standard office-based environment; non-standard hours are a common occurrence
• Frequent travel is required

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.