Director of Contact Center Customer Growth

Director of Contact Center Customer Growth

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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 p