Senior Manager

4 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 - Customer Experience Insights & Loyalty to join our team at the Canadian Red Cross. This role will be responsible for leading the development and implementation of customer experience strategies to drive donor loyalty and retention.

Key Responsibilities:

  • Develop and implement customer experience strategies to drive donor loyalty and retention
  • Lead the development and implementation of donor insights initiatives
  • Manage vendor budgets and projections related to donor insights needs
  • Work with the Information and Analytics team to create testing and evaluation strategies for insights work
  • 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

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 aligns 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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