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Senior Manager, Data Management

2 months ago

Canada Private Company Full time

The Senior Director of Engagement at our technology company plays a pivotal leadership role, tasked with shaping customer engagement strategies and guiding the creation and implementation of initiatives that prioritize customer needs. Leading a team and working across departments, the Senior Director of Engagement drives programs aimed at improving customer satisfaction, fostering loyalty, and building advocacy through effective engagement efforts.
Customer Journey Analysis : Evaluate the customer journey to discover ways to boost engagement at every stage. Create onboarding processes, training resources, and support tools that enable customers to fully leverage the company’s technology solutions.


~ Use this data to identify trends, address issues, and promote continuous improvement.


~ Cross-functional Collaboration : Work closely with product management, sales, marketing, and customer support to align engagement initiatives with broader business goals. Team Leadership : Manage and guide a team of customer engagement experts. Set performance expectations, provide coaching, and cultivate a culture of innovation, collaboration, and ongoing development. Data Analysis and Reporting : Define and track key performance metrics related to customer engagement and satisfaction. Analyze data and generate reports to monitor progress, recognize patterns, and provide actionable insights for senior leadership.


~ Bachelor’s degree in business, marketing, or a related discipline; Exceptional leadership and team-building skills , with a demonstrated ability to inspire, mentor, and develop high-performing teams.
Outstanding communication and interpersonal abilities , adept at building relationships and influencing stakeholders across all organizational levels.
Analytical and data-driven , capable of interpreting customer data, spotting trends, and making informed decisions.
Proficient in project management and organizational skills , with the ability to handle multiple tasks and meet tight deadlines.
Hands-on experience with customer relationship management (CRM) systems and customer engagement platforms.