Customer Experience

3 weeks ago

Oakville, Canada Canadian Tire Corporation Full time
p>What you'll do

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 performance management of CTC’s customer objectives, and work with cross-functional teams to continuously enhance our ability to assess root causes and identify actionable improvements. As the lead of this team, the AVP Customer & Experience Strategy will play a key role in our continued transformation to being customer focused by integrating customer outcomes into the way CTC sets priorities, makes decisions, builds plans and measures success.

  • Act as customer strategist for CTC and each BU to drive customer performance, partnering with leadership and data partners to define:

  • What do we want to deliver: what is our Customer Experience Vision?

  • Why does it matter: what are our Customer Engagement objectives & how do they drive financial performance?

  • Note: the focus and workload associated with each of these components will vary depending on the current evolution and business priority.

  • Work with Business Architecture and cross-functional teams to ensure customer objectives are embedded and prioritized within corporate strategies and business plans.

  • Lead the development and performance management of BU and Enterprise-level customer metrics/targets, ensuring connection to our Customer Strategy, and continuously evolving the role of customer outcomes in measuring the health of our business.

  • Lead BU and Enterprise-level customer storytelling for ongoing performance management processes including Board reports, Executive reviews, Investor messaging, and Dealer forums.

  • Accountable for identifying risks in achieving customer targets and ensuring proper governance processes are in place to drive actions effectively.

  • Prioritize analysis and actions accordingly.

Drive continuous improvement in the development and communication of customer performance including partnering with analytical teams to refine and build new metrics and models.

Continuously identify opportunities to enhance insights through additional data sources, customer research, etc.

Act as partner to cross-functional teams across the enterprise to provide customer data and insights as needed.

What you bring

  • 10+ years of demonstrated leadership of business teams including strategic planning, with operational components a strong asset.

  • Delivery of customer-focused programs, informed by quantitative and qualitative insights, a strong asset.

  • Experience working with Dealer Partners a strong asset.

  • Navigated and have strong aptitude with the interpretation and application of customer and loyalty data.

  • Background that demonstrates structured problem-solving and the translation of data into insights through compelling storytelling.

  • Experience with CTC enterprise and BU level strategic & operational planning and performance management processes a strong asset.

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