Director of Contact Center Customer Growth

Director of Contact Center Customer Growth

Location: Hybrid out of the Amherst Center

Overview:

M&T Bank is a bank for our communities, focused on serving our customers better than anybody else can. The Director of Contact Center Customer Growth leads a team focused on new business development through acquisition and deepening relationships with existing customers. The individual in this role drives business results, shapes culture, develops strategy, maintains high standards of operational excellence, and cultivates and develops talented people.

Primary Responsibilities:

• Develops valuable partnerships with Chief Digital Officer, Chief Digital Officer, and business sales leaders to drive customer success and business growth.
• Accountable for growth goals across businesses and product groups -- lead efforts to identify growth opportunities, prioritize based on value and effort, and manage the work to intake and execute in close partnership with Lines of Business, CX, Digital and Marketing.
• Develops strategic plan in support of business growth that achieves employee experience, customer experience, operational, and financial goals.
• Lead team in serving as human connection between digital and marketing efforts, and our business experts in the field -- cultivating early-stage opportunities, setting appointments, opening accounts.
• Attracts, motivates, coaches, develops, and retains talent that enables achievement of goals. Establishes clear expectations, provides ongoing sales and product learning opportunities, and holds team members accountable for their behaviors and results.
• Uses data and analytics to provide performance updates, glean insights, and iteratively improve performance.
• Utilizes and shares significant industry knowledge and competitive best practices. Develops strategies to achieve competitive advantages and support corporate priorities.
• Evaluates procedures and policies routinely and drives changes to increase operational efficiency, maximize resources, and minimize expenditures.
• Undertakes ongoing and proactive talent management including routine use of development plans, performance appraisals, promotions, salary recommendations, performance management and terminations as appropriate, while ensuring same throughout entire organization.
• Understands and adheres to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite. Designs, implements, maintains and enhances internal controls to mitigate risk on an ongoing basis. Identifies risk-related issues needing escalation to management.
• Maintains M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.
• Promotes an environment that supports diversity and reflects the M&T Bank brand.
• Completes other related duties as assigned.

Supervisor/Managerial Responsibilities:

• Direct and Indirect management of a business growth team

Education and Experience Required:

• Bachelor’s degree or equivalent in work experience.
• Seven (7) to ten (10) years’ experience in a marketing, demand generation, or a sales development environment.
• Five (5) to seven (7) years leading ambitious and innovative teams

Education and Experience Preferred:

• MBA or equivalent work experience (15+ years of marketing or sales management).
• Experience in digital marketing or digital account opening
• Experience in demand generation from a marketing or sales perspective
• Experience navigating multi-disciplinary teams, dealing with conflicts, and overcoming obstacles
• Experience working in an agile environment, designing iteratively, and/or doing rapid test and learn
• Experience in leading teams with sales goals, and exceeding expectations
• Financial service sales or marketing experience
• Experience working in a remote sales environment

Location