OverviewThe Client Engagement Program Manager is responsible for the design, orchestration, and execution of the Bank's enterprise client engagement program, with a focus on deepening client connections and growing business with key client relationships across all lines of business.
This role brings together client-relationship business lines and corporate functions including marketing and community, and executive resources to deliver a seamless, integrated client experience across the bank. Operating at the intersection of enterprise strategy, market activation, and business development, this role ensures the right solutions and services are aligned with the appropriate relationship owners and internal partners at the right time.
Primary Responsibilities- Lead the end-to-end design and management of the enterprise client engagement program defining strategy, setting objectives, and overseeing execution.
- Develop a comprehensive understanding of key client relationships and their networks to align bank solutions, resources, and expertise.
- Collaborate with client-relationship business lines (Commercial, Wealth, Retail, etc.) and corporate functions including marketing, PR, and community teams to ensure a cohesive, organization-wide engagement approach.
- Partner with Regional Presidents, Chief of Staff, and market activation peers to align enterprise initiatives with market-level execution.
- Convene cross-functional teams (including Charitable Foundation, Office of the CEO, and CRA) to plan and deliver integrated engagement events, sponsorships, and forums.
- Bridge the connection between executive engagement and main client contacts.
- Continuously eliminate silos across business lines to create a seamless holistic client experience and increase cross-functional collaboration.
- Translate enterprise engagement priorities into actionable playbooks, roadmaps, and toolkits for market teams.
- Leverage quantitative and qualitative insights to inform program evolution, adjust strategy, and drive continuous improvement.
- Maintain ongoing tracking and reporting on program performance, outcomes, ROI, and opportunities for enhancement.
- Act as a central liaison between internal stakeholders and capabilities teams to ensure coordinated engagement planning and execution.
- Mentor and support internal teams on best practices in client engagement, program governance, and strategic alignment.
- Understand and adhere to the Company's risk and regulatory standards, policies, and controls in accordance with the Company's Risk Appetite.
- Ensure client engagement programs and activities align with compliance, regulatory, and governance expectations.
- Identify risk-related issues needing escalation to management.
- Maintain internal control standards, including timely completion of internal and external audit remediation items.
Education and Experience RequiredBachelor's degree and a minimum of 7 years of relevant work experience, or, in lieu of a degree, a combined minimum of 11 years of higher education and/or work experience, including at least 7 years of relevant experience.
Demonstrated experience managing complex, cross-functional programs in a fast-paced, matrixed environment.
Strong interpersonal, verbal, and written communication skills with the ability to influence and partner effectively at senior leadership levels.
Proven ability to synthesize complex information and translate strategy into actionable programs.
High level of organizational discipline with the ability to manage multiple initiatives concurrently.
Proficiency with Microsoft Office or equivalent tools (Word, Excel, PowerPoint, Project, Visio, Outlook).
Education and Experience PreferredBachelor's degree in Business, Finance, Marketing, Economics, or related field; MBA or advanced degree preferred.
8+ years of relevant experience in strategy, program management, client engagement, market activation, community development, or business development roles.
Banking or financial services industry experience.
Experience working closely with executive leadership and enterprise-level stakeholders.
Formal training or certification in project management, change management, Lean, Six Sigma, or Agile methodologies.
Strong analytical capabilities, including experience with performance measurement, dashboards, and reporting.
M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $124,700.00 - $207,800.00 Annual (USD). The successful candidate's particular combination of knowledge, skills, and experience will inform their specific compensation.
LocationBoston, Massachusetts, United States of America
