Program Manager, Cross-Sell

Axos Bank

Target Range:

$65,000.00 - $75,000.00

Actual starting pay will vary based on factors including, but not limited to, geographic location, experience, skills, specialty, and education.

Eligible for an Annual Discretionary Cash Bonus Target: 10%

Eligible for an Annual Discretionary Restricted Stock Units Bonus Target: 10%

These discretionary target bonuses may be awarded semi-annually based upon your achievement of performance goals and targets.

About This Job

The Program Manager, Cross-Sell role is to coordinate all the initiatives pertaining to retail cross-sell, from product and pricing strategies to customer experience and digitization of one unified onboarding experience

• This person will be responsible for driving product integration, cross-sell, subscription/bundling pricing, product/service development, and leading technology projects to enhance our client’s banking experience.
• Develop a data driven strategy to enhance the customer’s value and the bank’s profitability consistently by bundling products, services and launching new efforts to increase products per customer ratios and lower the bank’s attrition.
• Aware of market competition, cross-sell and bundling strategies that could be adopted, improved, or ceased based on the market and customer’s trends.
• Accountable for developing and executing strategies for expanding customer relationships, enhancing customer loyalty, and retaining profitable relationships.
• Manage and assist other business units in the bundling strategy of products and services to ensure that cross-sell efforts are meeting the organization’s key performance indicators, including sales programs, incentive plans and team development.
• Work with business owners and the analytics team to build product requirement documents and create reporting to monitor cross-sell/bundling ratios and other comparable KPIs
• Sets and maintain sales target goals consistently with the partnered business units and increases the overall bank’s profitability by fine-tuning the cross-sell strategy and solutions for continuous improvement.
• Optimize product profitability and pricing strategies through cross-sell initiative and product penetration. Develop and implement subscription model and gamification rules to include cost benefit analysis
• This position will also manage up to 5 Customer Loyalty Team members
• Leads, mentors, and motivates The Customer Loyalty Team, driving performance through effective coaching, goal setting, and the development of retention strategies.
• Conduct regular call reviews with Customer Loyalty Representatives to assess customer interactions, identify areas for improvement, and provide constructive feedback to enhance customer satisfaction and retention.
• Work closely with the Consumer Deposit Call Center and Deposit Operations Teams to ensure continuity of processes and procedures.
• Regularly review and refine processes and procedures to ensure operational efficiency, consistency, and alignment with bank initiatives. Continuously identifies opportunities for improvement.
• Aware of competitor products, pricing, and market trends, that influence customer attrition. Uses competitor analysis to evolve retention strategy.
• Utilize a feedback loop to gather insights from customers, driving data-informed decisions that improve Loyalty offers and overall customer retention.
• Provide regular, comprehensive reports to senior management highlighting key performance metrics, customer trends, and progress on review period objectives to inform decision-making and business road mapping.
  
  

Education & Experience

• Bachelors
• 5 year experience to include cross-sell and marketing, ideally in the Financial Services industry
• 2 years of managing a team
• Experience in operations is a huge plus
• working knowledge of Salesforce
  
  

Axos Employee Benefits May Include:

• Medical, Dental, Vision, and Life Insurance
• Paid Sick Leave, 3 weeks’ Vacation, and Holidays (about 11 a year)
• HSA or FSA account and other voluntary benefits
• 401(k) Retirement Saving Plan with Employer Match Program and 529 Savings Plan
• Employee Mortgage Loan Program and free access to an Axos Bank Account with Self-Directed Trading
  
  

About Axos

Born digital-first, Axos delivers financial tools and services that allow individuals, small businesses, and companies to access and manage their money how, when, and where they want. We’re a diverse team of dynamic, insightful, and independent innovators who are excited to provide technology-driven solutions that offer unbeatable value to our customers.

Axos Financial is our holding company and is publicly traded on the New York Stock Exchange under the symbol "AX" (NYSE: AX).

Learn more about working at Axos

Pre-Employment Background Check and Drug Test:

All offers are contingent upon the candidate successfully passing a credit check, criminal background check, and pre-employment drug screening, which includes screening for marijuana. Axos Bank is a federally regulated banking institution. At the federal level, marijuana is an illegal schedule 1 drug; therefore, we will not employ any person who tests positive for marijuana, regardless of state legalization.

Equal Employment Opportunity:

Axos is an Equal Opportunity employer. We are committed to providing equal employment opportunities to all employees and applicants without regard to race, religious creed, color, sex (including pregnancy, breast feeding and related medical conditions), gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship status, military and veteran status, marital status, age, protected medical condition, genetic information, physical disability, mental disability, or any other protected status in accordance with all applicable federal, state, and local laws.

Job Functions and Work Environment:

While performing the duties of this position, the employee is required to sit for extended periods of time. Manual dexterity and coordination are required while operating standard office equipment such as computer keyboard and mouse, calculator, telephone, copiers, etc.

The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.