Associate Manager, Ctc Customer Performance - Toronto, Canada - CT Corporation

CT Corporation

Verified Company

Toronto, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

The Customer & Experience Strategy team plays a key role in CTC's continued evolution to become a more customer-focused organization.

We lead the ongoing measurement and storyline development of the progress towards CTC's customer priorities, and work with cross-functional teams to continuously enhance our ability to assess root causes and identify actionable improvements.

In addition, we are responsible for designing the end-to-end customer experience for each banner, partnering with cross-functional teams to assess deep dive CX opportunities, identifying gaps in the current experience, analyzing root causes, and providing a path towards our ideal future state.

Our Guiding Principles: The 5Cs _

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Customer Centric:It is our goal to put the customer at the centre of everything that we do. Every task, project or strategy is first framed with a customer lens, and our success is measured by customer outcomes.
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Collaborative:We love connecting and collaborating with other teams across the organization to create effective and innovative solutions, processes, and ways of thinking.
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Curious: We believe that one of the key ingredients to success is "to is follow our curiosities", and we continuously strive to discover new ways of approaching a challenge. We consider external trends, as well as internal data and insights, to inform our hypotheses and to better understand the levers that will improve our customer strategy and experience.
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Continuously Learning: We love to learn and grow with every opportunity that comes our way.
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Change Advocates:We're always on the lookout for new ways to evolve the way that we work and to achieve our outcomes more effectively.

What you will do:

Support in driving and evolving the following processes with crossfunctional stakeholders:
Multi-year and annual CTC/BU-level customer experience and engagement target setting.
Monthly and quarterly CTC/BUlevel customer performance management
Support on customer storylines, outlining customer performance, and presenting highlights to senior leadership audiences.
Determining how we will create building block plans and processes to manage/adjust plans based on customer outcomes.
Support in building customer strategies for CTC to drive customer performance, partnering with leadership and data partners to define:
Who are our target customers
What is the customer role of each BU and translating that into customer metrics and targets.
How do we measure and achieve CTC/BUlevel customer performance against those objectives
Consistently ensuring connection to CTC/BUlevel Business and Customer Experience Strategies.
Champion new, innovative ways of working with customer data and delivering insights to BU and functional teams in digestible forums that drive customer focused decisionmaking.
Ensure quarterly storylines align and highlight key elements of CTC Customer Strategy, continuously monitoring industry best practices in customer storytelling, disclosure and benchmarking.

Who you are:

Demonstrates ability to work and collaborate crossfunctionally, with experience managing cross functional stakeholders.
A flexible mindset, proven capability for working with ambiguity.
Aptitude for strategic "big picture" thinking and creative problem solving.
Ability to multitask and adapt to changing priorities.

What you bring:

University or College degree (or equivalent)
35 years of relevant business, customer or loyalty experience
Expertise in customer research, customer strategy and loyalty data performance an asset
Understanding of financial performance or analytics is an asset.
Experience in process development and timeline management
Extremely strong written/verbal communications and interpersonal skills
Strong presentation and facilitation skills
Strong data and analytical skills, with ability to use data and insights to tell compelling stories.

LI-SH1

About Us
Canadian Tire Corporation, Limited ("CTC") is one of Canada's most admired and trusted companies. With more than 90 Owned Brands, 1,700 retail locations, financial services, exemplary e-commerce capabilities, and exciting market-leading merchandising strategies.

We dream big and work as one to innovate with purpose for our customers at every level of our business, investing in new technologies and products, and doubling down on top talent to drive the company forward.

We offer competitive salaries and wages to CTC employees, as well as store discounts, supported learning through our Triangle Learning Academy, Canadian Tire Profit Sharing, and retirement and savings programs for eligible employees.

As part of our enhanced flex benefits program, we offer mental health benefits in the amount of $5,000 per year for benefits-eligible employees and their families, including total well-being, and mental health tools and resources for all employees.

Join us in helping to make life in