Position Description

Lead, Product Marketing & Account Management
Province Ontario
Location Ontario - Head Office Mississauga
City Mississauga
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Lead, Product Marketing & Account Management

Reporting to VP, Product Management & Solution Strategy

Full Time Position

At Knowledge First Financial (KFF), we’re on a journey to create an entirely new student experience. One that is built on instilling confidence in students around the paths they are choosing and their ability and agency to achieve their goals for the future. As enablers and orchestrators of students’ success, we will create access, affordability and agency for students and their champions across our services and solutions. This will provide them with guidance and support in all aspects of planning and saving for post secondary education - giving them a future-ready advantage and help them thrive well past their educational journey.

What makes us qualified to do this?

In business since 1965 and owned and operated by a not-for-profit organization, everything we do is in service to our students. We are a diverse and passionate community of experts that firmly believes in the benefits of education, priding ourselves on helping to shape their future and empowering them to reach their full potential.

As we move forward, we will leverage and build upon our unmatched expertise in the RESP space to propel both our students and our company forward, ensuring a better tomorrow. Our vision is set, our future is bright, and we’re just getting started.

Mandate

We are looking for a Lead, Product Marketing & Account Management with strong experience in product marketing, program management and customer engagement, a background in retail or retail banking, payments or investments is an asset. You will own product marketing, customer acquisition and engagement (account management), including offer strategy, channel expansion, developing and implementing a customer engagement program to drive growth and maximize customer value and revenue per customer. You will work closely with the Director, Core products to derive priority segments, objectives and go to market strategies. You will find opportunities to maximize customer education, grant utilization and guide the product managers to implement a strategy against these opportunities. You will work closely with the Director Digital Product to engage with customers digitally, and with Sales to increase customers’ financial agency and contribution to RESP, and to offer both financial and non-financial value proposition that will assist in allowing more students to afford post secondary education

Challenges to be Met

  • You will be responsible for the strategic development of the product marketing, acquisition and account management programs, ongoing operational management, and execution of those programs to drive profitable growth and positive client experiences
  • You will lead acquisition through offer development, lead management, the expansion of digital and other channel initiatives and the activation of referral networks to drive profitable sales/ CPA
  • You will develop and implement account management/ customer engagement and always-on programs and campaigns to maximize customer value, drive profitable account & balance growth across the customer lifecycle
  • You will collaborate closely with Director, Core Products and product owners to define product value propositions, identify targeting & segmentation opportunities, and go to market strategies
  • You will work closely with Channel leads and the Director Digital Products to build innovative ways to connect with our customers and drive customer value, including frontline readiness, client escalations, & analysis
  • Continuously optimize and implement an agile test and learn approach for new initiatives and channel strategies and tactics
  • You will leverage Analytics team to track portfolio performance and collaborate to develop product and customer insights to meet targets and effectively evaluate opportunities
  • You will champion a high-performance environment

Who we are looking for

If you can answer “YES” to the following questions, you may be the person we are looking for:

  • Can you leverage data and customer insights to build strategies and lead key initiatives to improve acquisition, engagement, retention, and customer satisfaction results for products?
  • Can you build personalized, 1:1 engagement/ account management lifecycle marketing programs across channels to deepen customer relationships and drive revenue/ customer?
  • Can you develop and implement offers and offer strategy to drive both engagement and acquisition?
  • Can you develop and maintain a deep understanding of customer needs, attitudes and behaviours through analysis and by thoroughly understanding the results of initiatives, and regularly listening to customers?
  • Can you lead deliveries in collaboration with various other teams (i.e. IT, Brand Marketing, Analytics, Digital, Sales, etc.) throughout the organization to implement recommendations that increase customer life time value?
  • Can you present results to the Executive on product results, plans and strategy?

Skills you need to succeed

  • University Degree in Business or equivalent, MBA is an asset
  • 5-7 years of product marketing experience
  • Experience building and executing growth strategies
  • Strong program management skills
  • Strong analytical and interpersonal skills
  • Exceptional communication skills
  • Thorough understanding of payments products is an asset

Work Model

We have adopted a hybrid model, leveraging the best of remote and in-person work.

COVID-19 Vaccination

All Knowledge First Financial employees are required to be fully vaccinated as a condition of hire in accordance with the Company's Mandatory Vaccination Policy.

Accommodation Individuals Who Cannot Be Vaccinated

The Company is committed to a workplace free from discrimination and harassment in accordance with Ontario human rights laws. Candidates who provide a medical or religious reasoning for not having received a COVID-19 vaccine, will be assisted by the Company in developing and implementing an appropriate accommodation. Accommodations will be granted where they do not cause the Company undue hardship or pose a direct threat to the health and safety of others.

Equal Opportunity Employer

We at Knowledge First Financial, are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a culture that reflects the diversity of our customers and communities in which we live and serve. If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.

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