Questrade Financial Group (QFG) of Companies is committed to helping Canadians become much more financially successful and secure. We are everything a traditional financial institution is not. Our vision is to revolutionize financial services for the benefit of Canadians by providing the most innovative and cost efficient financial services online.
That’s why we empower our employees to continuously grow their professional careers with QFG. We believe in having a diverse, inclusive place to work and our flexible working arrangements brings that to life so you can unleash your creativity. Our values are a part of our DNA, and we care deeply about our people helping us fulfill our mission and become an important part of our community. We are always looking for like-minded professionals to join our team. Come grow with us.
Questrade is growing rapidly!
We are looking for a rockstar who understands loyalty marketing, knows the financial services industry and has a customer focused mindset.
We’re looking for our next Customer Engagement Specialist. Could It Be You?
In this growth-focused role, the Customer Engagement Specialist will execute and deliver marketing campaigns and programs with existing and prospective customer segments. The Customer Engagement Specialist understands how to develop CRM tactics leveraging reporting, analytics and data-driven insight to engage and grow loyalty with Questrade’s customer base across multiple marketing channels. He/she/they will also contribute to the overall Customer Engagement strategy, lead management support, communications plans, client campaigns, analytics and reporting.
In addition, the Customer Engagement Specialist will collaborate with various cross-functional teams including Brand Marketing and Content, Lead Acquisition, CX, Product team, Customer Service Center, Sales team, Customer Analytics, to provide strategic insights to drive customer engagement, growth and retention.
What’s it like working as a Customer Engagement Specialist at Questrade?
As a Customer Engagement Specialist, you will manage and support the execution of targeted client campaigns and communications plans including segmentation and targeting criteria, timelines, tracking and campaign performance measurement. These may relate to new or enhanced product releases, lifecycle messages, process changes or notifications through email, inbox, push and contact centers.
You will support the design and implementation of best in class lifecycle messages that may include triggered and automated events or transactional messaging. In addition you will work with the product team to understand the impact of any new product or service on various segments of clients and will recommend the optimum customer communication strategy and plans through various channels. You will also collaborate with Business, Service and Marketing stakeholders to communicate and convey the Customer Engagement plans and deliver against shared program and campaign KPI’s. You will manage list processing, creative and copy development timelines (with the content team). You are familiar with the database & communications business and contact rules in compliance with current regulations, CASL and other.
Need more details? Keep reading...
Customer Engagement and Lifecycle Marketing (50%)
You will support the Senior Marketing Manager in the design, development and delivery of best in class lifecycle marketing strategies and tactics through all lifecycle stages including onboarding, growth, retention, and winback communications. You will support the Senior Marketing Manager in the design and developing of new marketing automation/triggered messages to help maximize share of wallet and retention. You will help explore new tools and programs within the online and offline technology space in an effort to innovate the field of Customer Engagement and one-to-one marketing. You will collaborate with business leadership and stakeholders to develop Customer Engagement solutions in support of new and innovative business initiatives to drive product sales. You will support the design and development of new and innovative best in class client programs and promotions.
Product and Channel Support (30%)
You will support and manage client communication plans including criteria and timelines for the product team for new product releases, enhancement, process changes and notifications through email, webinars, newsletters,, push and contact centers. You will work with the product team to understand the impact of any new product and service on various client segments and recommend the optimum targeted customer communication strategy through various channels.
Reporting and Insights (20%)
You will support the Senior Marketing Manager with direct reporting and post deployment analysis of implemented programs and communications. You will help the Senior Manager, Customer Engagement with quantification of marketing communications efforts in terms of lift and ROI. You will help the Senior Marketing Manager with segment and audience as well as with pre and post campaign analysis.
So are YOU our next Customer Engagement Specialist? You are if…
✔ You have a university Degree, preferably with a major/specialization in Marketing, Business, or Industrial Engineering (with a passion for Marketing)
✔ You have experience in Direct and Digital Marketing campaign environments including Database, email, push notification and text marketing
✔ You have experience working with a Marketing cloud such as Salesforce or similar
✔ You have an understanding of database marketing techniques including process, segmentation and analysis methodologies, data feeds and other
✔ You have a strong background in customer acquisition, re-engagement and retention strategies
✔ You have excellent oral and written communication skills
✔ You have excellent analytical and problem solving skills
✔ You have excellent presentation skills – ability to distil complex analysis and program recommendations into concise management information
✔ You have strong organization skills
✔ You are proficient in MS Excel, Google Sheets, Google Slides, Google Drive, and Google Docs
✔ You are familiar with Miro or other online project planning tools
Brownie points if…
✔ You have 1+ years’ experience with Customer Engagement/CRM and/or loyalty
✔ You have financial services industry experience
✔ You have familiarity with various financial products, i.e. Brokerage, Credit Cards, Mortgage, Personal accounts
✔ You have experience with personal financial planning and/or have the CFP designation
✔ You have knowledge of salesforce service/sales, marketing clouds, Marketo
Sounds like you? Click below to apply!
At Questrade Financial Group of Companies, with multiple office locations around the world, we are committed to fostering a diverse, inclusive and accessible work environment. We value the unique skills and experiences each individual brings, and believe that when our teams feel supported and motivated, their creativity becomes a source of innovation. We are also committed to creating and sustaining a collegial work environment in which all individuals are treated with dignity and respect and also one which reflects the diversity of the communities we serve and operate in to help us revolutionize financial services for the benefit of all of our customers. Candidates selected for an interview will be contacted directly. If you require accommodation during the recruitment/selection process, please let us know and we will work with you to meet your needs.