Senior Manager, Personalization Capabilities

Purpose

Contributes to the overall success of the Canadian Banking Personalization team ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team's business strategies and objectives. Owns the product strategy and roadmap for offer management and fulfilment platforms, translating business needs into scalable, reusable capabilities.This role is responsible for driving platform enhancements and modernization initiatives, ensuring capabilities are well-defined, consistently implemented, and able to support evolving business needs.Success is measured by the quality and scalability of delivered capabilities and the ability to enable consistent offer experiences across channels.

Platform Strategy & Modernization

• Define and deliver the roadmap for offer management and fulfilment platforms aligned to business priorities
• Lead modernization initiatives, including implementation of platforms such as vendor solutions like Zafin and Salesforce Loyalty Management
• Define target-state capabilities and guide transition from legacy approaches to modern platforms
• Identify opportunities to simplify and standardize platform capabilities to improve scalability and reuse

Platform Capability Design & Enablement

• Identify and prioritize improvements that enhance platform usability, scalability, and consistency
• Address structural gaps through planned enhancements rather than reactive fixes
• Continuously refine platform capabilities to support evolving business needs and use cases
• Promote reuse of standardized components to reduce complexity and delivery effort

Delivery & Execution

• Lead the delivery of personalization capabilities and experiences across digital and marketing channels.
• Provide clarity on acceptance criteria, data requirements, and validation expectations to ensure successful implementation.
• Drive delivery to meet roadmap commitments, proactively managing dependencies, risks, and blockers.
• Partner with Engineering and platform teams to ensure scalable solutions, reliable implementation of use cases.

Value Realization & Measurement

• Define KPIs and success measures tied to client engagement, experience quality, operational efficiency, and revenue impact.
• Track performance and demonstrate value delivered against business objectives.
• Continuously refine use cases and execution approaches based on performance insights and outcomes.
• Demonstrate value delivered and articulate progress against the Personalization North Star goals.

Stakeholder Engagement & Alignment

• Collaborate with cross-functional teams including business, marketing, technology, and operations
• Act as the primary point of alignment for platform-related priorities, design decisions, and trade-offs
• Establish clear ways of working that support effective use of platform capabilities
• Provide structured, outcome-focused updates on roadmap, delivered capabilities, and upcoming priorities

Qualifications

• 7–10+ years of experience in product management or platform ownership, within offer management, pricing, loyalty, MarTech, or related client engagement domains
• Experience with offer management, pricing, loyalty, or fulfilment platforms, including designing scalable, reusable configurations and capability models
• Strong working knowledge of client engagement and offer lifecycle platforms (e.g., Zafin, Salesforce Loyalty/Marketing Cloud, Adobe AEP/AJO, or similar)
• Proven experience defining and delivering roadmaps and outcomes in complex, multi-team environments
• Experience driving agile/iterative delivery, with the ability to translate business needs into scalable product features, user stories, and design patterns, aligned to platform constraints
• Demonstrated ability to prioritize competing demands, balancing business value, delivery feasibility, and long-term platform evolution
• Experience defining and tracking performance metrics aligned to capability adoption, scalability, and business impact
• Demonstrated ability to work across Business, Marketing, Digital, Analytics, Technology, and Operation teams
• Ability to balance short-term delivery with long term platform design and scalability considerations
• Strong communication and stakeholder management skills, with the ability to translate between business and technical audiences
• Experience in financial services, digital marketing, or 1:1 customer engagement is an asset