Manager, Journeys Strategy & Optimization

07/02/2026

Address:

33 Dundas Street West

Data Analytics & Reporting

This is a 16 month hybrid contract role in Toronto

Manager, Journeys Strategy & Optimization

Role Summary

The Manager, Journeys Strategy & Optimization is responsible for developing and optimizing targeted, data-driven campaign strategies that enable Customer Lifecycle Management (CLM) journeys to deliver on key business objectives.

This role acts as a critical bridge between Journey Owners and Campaign Strategy & Execution teams, translating lifecycle strategies, customer insights, and moments of need into clear, actionable contact strategies and campaign plans across channels.

Working across multiple journeys (e.g., onboarding, mortgage renewal, investment adoption), the Manager ensures campaigns are effectively prioritized, orchestrated, and continuously optimized to drive measurable outcomes, including engagement, product adoption, primacy, and share of wallet.

This position requires a strategic thinker with strong execution capabilities, deep expertise in customer segmentation and campaign design, and the ability to operate in a fast-paced, cross-functional environment.

Key Accountabilities

Campaign Strategy & Planning

• Translate journey strategies, roadmaps, and moments of need into targeted campaign strategies and actionable contact plans
• Define segmentation approaches, targeting rules, and audience strategies aligned to journey objectives
• Develop multi-channel campaign strategies (email, digital, frontline, etc.) to maximize engagement and effectiveness
• Ensure campaign strategies align with journey priorities, lifecycle stages, and customer value

Journey Enablement & Partnership

• Partner with Journey Managers and Senior Managers to understand journey objectives, customer experience intent, and key initiatives
• Shape campaign strategies that support initiative delivery and drive business outcomes
• Act as a strategic advisor on customer engagement approaches across journeys
• Ensure campaign strategies are integrated into end-to-end journey plans

Optimization & Performance Management

• Define and track campaign KPIs aligned to journey outcomes (e.g., engagement, conversion, product adoption, incrementality)
• Analyze campaign performance to identify opportunities, gaps, and optimization levers
• Lead test-and-learn initiatives, including A/B testing, sequencing strategies, and channel mix optimization
• Continuously refine targeting, messaging, and channel strategies to improve performance

Channel & Contact Strategy Governance

• Manage and optimize contact strategy across campaigns and journeys to ensure alignment and prioritization
• Coordinate communications to prevent overlap and deliver a consistent customer experience
• Optimize channel mix and communication frequency to balance business performance and customer needs
• Support the development and adoption of campaign strategy best practices and standards

Cross-Functional Collaboration

• Collaborate with Campaign Strategy & Execution, Marketing, Analytics, Digital, and Channel teams
• Ensure campaign strategies are clearly defined, actionable, and executable
• Align cross-functional teams on priorities, timelines, and dependencies to support delivery

Operating Model & Continuous Improvement

• Contribute to the evolution of CLM campaign and journey operating models
• Develop and refine frameworks, playbooks, and templates to support campaign strategy development
• Promote scalability, consistency, and efficiency across journeys
• Identify opportunities to leverage advanced analytics, automation, and personalization

Risk & Governance

• Ensure campaign strategies comply with risk management frameworks, privacy standards, and regulatory requirements
• Identify and manage risks related to targeting, communications, and customer experience

Qualifications & Experience

Experience

• 4–7 years of experience in marketing strategy, campaign strategy, customer lifecycle management, or consulting
• Proven experience developing targeted, data-driven campaign strategies across multiple channels
• Strong experience working in cross-functional environments supporting complex initiatives
• Demonstrated ability to use data and insights to inform decision-making and optimization

Education

• Post-secondary degree in Business, Marketing, Finance, Commerce, or a related field
• MBA or advanced degree is considered an asset

Core Capabilities

• Campaign strategy and contact planning
• Customer segmentation and personalization
• Data-driven analysis and optimization
• Stakeholder collaboration and influence
• Strategic thinking and structured problem-solving
• Communication and storytelling
• Ability to manage ambiguity and multiple priorities

$69,000.00 - $129,000.00

Salaried

The above represents BMO Financial Group’s pay range and type.

Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position.

BMO Financial Group’s total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit: https://jobs.bmo.com/global/en/Total-Rewards

About Us

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one – for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.

To find out more visit us at https://jobs.bmo.com/ca/en.

BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.