Director of Contact Center Customer Growth

Location: Hybrid out of the Amherst Center in Williamsville, New York, United States

Salary: $128,900–$214,900 annual

Company

M&T Bank serves local communities and focuses on improving customer service and business growth.

What you will do

• Lead a contact center customer growth team focused on acquiring new customers and deepening existing relationships.
• Build partnerships with digital, marketing, customer experience, business sales, and lines of business leaders.
• Identify, prioritize, and execute growth opportunities across business and product groups.
• Develop strategic plans covering employee experience, customer experience, operational performance, and financial results.
• Connect digital and marketing efforts with business experts to cultivate opportunities, set appointments, and open accounts.
• Use data, analytics, industry knowledge, and competitive practices to improve performance and operational efficiency.

Requirements

• Bachelor’s degree or equivalent work experience.
• 7–10 years of experience in marketing, demand generation, or sales development.
• 5–7 years of experience leading ambitious and innovative teams.
• Experience managing direct and indirect reports and maintaining high operational, risk, and regulatory standards.
• Ability to work in a hybrid arrangement out of the Amherst Center in Williamsville, New York.

Nice to have

• MBA or equivalent experience with 15+ years of marketing or sales management.
• Experience in digital marketing, digital account opening, or demand generation.
• Experience working with multidisciplinary teams, agile methods, iterative design, or rapid test-and-learn approaches.
• Financial services sales or marketing experience.
• Experience leading teams with sales goals or working in a remote sales environment.

Culture & Benefits

• Focus on customer success, employee experience, diversity, and the M&T Bank brand.
• Market-informed annual compensation of $128,900–$214,900.
• Responsibility for talent development, performance management, promotions, and succession planning.
• Emphasis on risk management, internal controls, audit readiness, and regulatory compliance.