Manager, Customer Journey
1 month ago
Notre culture vous élève - il n'y a pas d'ego sur le chemin. Notre objectif commun? Nous voulons tous gagner pour nos clients. Nous visons à être toujours évolutifs, dynamiques et ambitieux. Nous croyons au pouvoir des connexions authentiques. Chaque employé fait partie de ce qui nous rend uniques sur le marché: agiles et dévoués.
Time Type:
Régulier
Job Description:
:
As a Customer Journey Manager at Cogeco, you will play a critical role in defining various seamless personalised and frictionless customer journeys and creating roadmaps that will ultimately improve the experiences that our customers have with us at key moments and drive customer loyalty, advocacy and business growth.
Reporting to the Team Lead, Customer Journey and working closely with our business partners and the rest of the team, you will support your team to drive a deep understanding of what customers are trying to accomplish and how our current experience delivers against these needs by leveraging data driven-insights and technology.
You will also be responsible to improve the performance of the current customer journey approach where each phase of the customer journey (learn, buy, get, pay, use, support) is monitored and analysed to identify business opportunities/frictions to improve the customer experience. You will have under your responsibilities to analyse the product journeys and identify how Cogeco can prevent future frictions or improve the customer experience.
You will also contribute to the quarterly/annual planning and tactical execution that will help reach your objectives of performance/KPI.
- KEY RESPONSIBILITIES- Develop a deep understanding of customers’ needs and goals in order to facilitate seamless and successful experiences across products, channels and touchpoints-
Define current and future state experiences through the lens of the customer, including the steps they take towards accomplishing their goals, the friction points (and their causes) along the way, and moments of truth.-
Identify and resolve experience gaps between current state and future state experiences and be able to bridge people, process, policy and technology to prioritize improvement initiatives based on customer and/or business impact and deliver future state experiences.-
Partner with Data Driven Marketing to create data-backed and insights-driven customer segments and personas to be used throughout the design process and to target our customer improvements.-
- Work closely with all segments of the business and support functions to re-orient thinking around customer problems to be solved and to connect the dots and tell the story of the customers experience with us and the most critical improvement opportunities-
Support the product marketing when they need to improve a customer journey with new features/products. Make sure that the changes will improve the NPS-
Occasionally lead short-term pilot programs to improve customer experiences and measure the impact of those improvements-
Establish yourself and your team as a customer advocate and trusted advisor across all departments and levels of seniority. In doing so, elevate the influence and impact of the customer journey team.-
Create and maintain detailed road maps and project plans inclusive of key deliverables, project interdependencies, gaps, and risks.-
Effectively manage project plans and scope via project cross functional weekly/monthly touchpoints and clear, concise project reporting, brief creation and Jira Tickets-
Monitor the performance of customer journey campaigns and programs, and analyze business opportunities and key performance indicators. Have strong proposals-
Create post-mortem on our customer journey programs, analyse the results and propose recommendations to improve the customer experience- ESSENTIAL QUALIFICATIONS
ACADEMIC TRAINING- Bachelor’s degree in Marketing, Communications or related field strongly preferredWORK EXPERIENCE- +7 years Marketing experience-
- Telecommunications experience strongly preferred-
- Advanced PC skills including the ability to work proficiently in Google Office SuiteSPECIFIC COMPETENCIES- Working knowledge of the Canadian Wireline market-
- Exceptional written communication skills-
- Demonstrated ability to work effectively with cross functional partners through collaboration and open communication-
- A customer centric approach to marketing-
- Superior strategic thinking and negotiation skills combined with the ability to effectively synthesize and simplify complex situations.-
- Highly organized, detail oriented and able to multitask within tight deadlines.-
- Ability to think outside the box and challenge the status quo.-
- Demonstrable social networking experience and knowledge of social analytics and social listening tools.-
- Demonstrated ability to lead others directly and indirectly.-
- Macro level thinker with strong analytical skills and sound decision-making skills- At Cogeco, diversity is an essential asset
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