Senior Manager

2 weeks ago

Toronto, Ontario, Canada Canadian Red Cross Full time

Job Title: Senior Manager - Customer Experience Insights & Loyalty

Job Summary:

We are seeking a Senior Manager to lead our customer experience insights and loyalty initiatives. The successful candidate will have a strong background in market research and customer experience, with a proven track record of delivering revenue through market research recommendations.

Responsibilities:

  • Develop and implement market research programs to enhance customer experience and loyalty.
  • Conduct research briefs and presentations to senior leaders across philanthropy.
  • Manage vendor budgets, projections, and variances related to donor insights needs.
  • Lead coordination between internal stakeholders and external vendors to identify, collect, and utilize data and feedback to identify trends and actionable insights to continuously enhance donor experience.
  • Work with monthly donor team leadership to identify strategies to improve donor retention and increase lifetime value.

Requirements:

  • University degree in Psychology, Sociology, Philosophy, Business Administration, Marketing, data sciences, or other relevant qualifications.
  • Minimum 5-7 years experience implementing market research programs.
  • Previous experience working with Qualtrics or similar platform an asset.
  • Superior ability to clearly communicate research insights for non-researchers.
  • Superior knowledge and practical experience on a wide range of qualitative and quantitative research techniques.
  • Excellent ability to decide on the most appropriate research methodologies that align best to Research Objective.
  • Proven track record of delivering revenue through market research recommendations.
  • Ability to influence key organizational decision makers on budget and strategy planning as it relates to customer/donor experience strategy.
  • Ability to critically analyze customer experience data focused on lifetime value, customer satisfaction, and e-commerce metrics with the ability to implement changes based on findings.
  • Experience in leading customer experience initiatives.
  • Customer-oriented with excellent service mindset and business acumen.
  • Understanding of fundraising/philanthropy industry an asset.
  • Sound knowledge in donor/customer journey mapping, basic analytical concepts, and user experience design best practices.
  • Fluency in English is required, French is an asset.

Working Conditions:

  • Eligibility to work in Canada: At this time, we welcome applications from candidates eligible to work in Canada. If you are not a citizen or permanent resident of Canada, we encourage you to carefully review your visa to find out whether you are eligible to work in the job you are considering applying for. Refer to our FAQ for more information.
  • If you are selected for this role, you will be required to complete a successful pre-employment screening process which includes a satisfactory Enhanced Police Information Check (E-PIC).
  • As we work with and support people (managers, colleagues, beneficiaries/customers, volunteers, donors, and external partners) and communities in Canada and around the world, applicants whose first language is not English may be required to perform the responsibilities of the role in English.

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