Head of Customer Engagement

2 days ago

Toronto, Canada SkiptheDishes Full time

**Role Overview**:
The Head of Engagement & Value Proposition is a senior leadership role responsible for driving exponential growth in our customer and courier base through innovative and cost-effective acquisition, engagement and value proposition strategies. A critical part of this role is increasing customer engagement and LTV (Lifetime Value) by designing and implementing personalized and relevant customer experiences, including commercial partnerships, loyalty programs, promotions, and pricing.

**Key Responsibilities**:

- Strategic Leadership: Develop and execute the overarching strategy for engagement and value proposition, ensuring alignment with global and local objectives.
- Design the Customer Experience: Create the end-to-end customer experience, ensuring that it's both personalized and relevant to maximize customer engagement and LTV. Define the required MarTech capabilities to deliver, working in close collaboration with the Product and UX teams.
- Innovate the Customer Experience: Continuously assess and refine the company's value proposition, ensuring it remains competitive and relevant in the evolving marketplace.
- Strategic Partnerships: Expand Skip’s audience reach through the identification, negotiation, value prop creation and management of a wide range of commercial partnerships. Business lead to define the requirements for partnership growth, working in close collaboration with the Product and UX teams.
- Drive Execution: Take a hands-on approach to ensure that strategies are informed by data & research, executed effectively, and measured for continuous improvement.
- Cross-functional Collaboration: Work closely with Analytics, Finance, Digital Media, Product, and Courier teams to achieve shared goals.
- Global-Matrixed Collaboration: Navigate and lead within a global matrixed environment, working effectively with counterparts across regions to share best practices, align on strategic initiatives, and drive global synergy.
- Investment Optimization: Accountable for the optimal use of resources and investments including partners, promotions, loyalty programs, and pricing.
- Strategic Partnerships: Identify and secure relevant partnerships and oversee campaign execution to ensure alignment with business goals.
- Acquisition: Collaborate with analytics to pinpoint profitable sources of new customers and design campaigns to attract and retain them.
- Team Leadership & Development: Inspire, mentor, and lead teams under the Engagement & Value Proposition umbrella, fostering a culture of innovation, collaboration, and excellence.

**Requirements**:

- Minimum of 10 years of experience in customer engagement, value proposition, and acquisition strategies, with at least 5 years in a leadership role.
- Demonstrated ability to think and act both strategically and tactically, utilizing data to optimize results with a test & learn approach.
- Proven track record of "getting things done" - moving initiatives from strategy to execution swiftly and effectively.
- Experience working and leading in a matrixed environment, with the ability to navigate complex organizational structures.
- Exceptional collaboration skills with a proven track record leading cross-functional initiatives.
- Strong understanding of digital marketing, analytics tools, and the latest trends in customer engagement.
- Experience reporting to and collaborating with top-tier executives, showcasing the ability to influence and drive decision-making at the highest levels.
- Excellent communication skills, both written and verbal, with the ability to present and justify strategies to stakeholders.
- Adept at working in fast-paced environments, managing multiple priorities simultaneously.

**What’s It's Like To Work At Skip**:
**Skip is the kind of workplace that garnered a “Top Places to Work in Manitoba” and it was no small coincidence. We set out to make this a place our employees are proud to tell their family, friends and anyone who will listen that they work here. Skip team members feel pride knowing their input and uniqueness are not only embraced but make an impact on a major Canadian company and its satisfied customers. As the company grows, so do you — you meet and surpass new challenges every day.**

**That’s just a small taste of what it’s like to work at one of Canada’s leading tech companies. If you’re hungry for opportunity, growth, and something meaningful in a dynamic, fun and challenging environment, we’d love to hear from you.**

**SkipTheDishes is proud to be an Equal Opportunity employer. Boxes are for pizza, not people. So however you identify and whoever you love, you are free to be you at Skip. We are committed to fostering a diverse and inclusive environment where all employees feel they truly belong and where everyone is included, seen, heard and respected.**

**In keeping with our values, all applicants will receive consideration for employment regardless of: gender identity or expressi

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