Customer Journey Manager

At Brother, we live and breathe the spirit of “at your side” by offering our people **careers where they can learn, grow, and thrive **. And with over 100 years of experience making high-quality printers, labelers, scanners, sewing, embroidery, and quilting machines, we’re a rock-solid company with a reputation for being great people delivering a superior customer experience. Are you a strategic thinker with a passion for enhancing the customer journey? In this pivotal role, you'll be the bridge between our corporate strategies and customer experience objectives, using the power of data-driven insights to shape our strategic direction. **What you'd be doing**: As a Customer Journey Manager, you play a vital role in the optimization of the customers’ journey and experience with the Brother Brand. Reporting to Director of Customer Experience your role will be to define strategy and translate them into action by optimizing existing touchpoints and developing new customer journeys in order to achieve the overarching goal of connecting and engaging with our customers. **Your accountable to**: - Align corporate strategies with Customer Experience goals. - Develop strategic initiatives for enhanced customer journeys. - Use data and Google Analytics for strategic insights. - Visualize and audit customer journeys. - Identify pain points, design future journeys, and bridge gaps. - Define key success metrics and analyze against goals. - Measure efficacy, conduct A/B tests, and recommend optimizations. - Project manage tactical plans for on-time delivery. - Monitor market trends and contribute to process improvement. - Demonstrate initiative, inquisitiveness, and collaboration. - Balance strategic thinking with attention to detail. - Collaborate with various departments, including Marketing, Product Planning, Analytics, Digital, and Customer Care **Your winning profile**: - 4-6 years’ experience in similar position. - Bachelor’s degree in Marketing, Communications or related field strongly preferred. - Knowledge of business process analysis. - Exceptional written communication skills. - Demonstrated ability to work effectively with cross functional partners through collaboration and open communication. - Understanding and experience of continuous improvement practices. - 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. - Demonstrated ability to lead others directly and indirectly. - Macro level thinker with strong analytical skills and sound decision-making skills. - Bilingual - Travel approximately 10 % **What you need to know about Brother**: - Our shared values are Inclusion, Collaboration, Customer Centricity and Social Responsibility - We’re an open and honest group of people that foster a challenging spirit in all that we do - "At your side" is more than a slogan; it’s our purpose and we do our best to fulfill it every day - We’re great people who work hard, play hard and look out for each other because we’re a team - it’s that simple **A peak at Brother**: - Hybrid work model (at home/in the office) provides greater balance in supporting our Brother Community and team spirit. - Experience growth and development through our various on the job opportunities, LinkedIn Learning, Brother University and much more - Contributing to your future with our RRSP matching program. - Insurance package that cares for you as much as we do. - Wellness subsidy to support your wellness goals. - Social recognition program (STAR) where internal recognition is shared and celebrated through awarding points for shopping fun. - Friends and Family discount on Brother products that saves you, your friends and family money on the things you want. - At Brother Canada, we strive to provide an environment where everyone feels valued by respecting individual differences and welcoming diverse life and work styles. We are an equal opportunity employer and do not discriminate or make employment decisions on the basis of race, colour, religion, sex, disability, or any other protected characteristic. _ - _____________________________ Chez Brother, nous incarnons et respirons l’esprit « _At your side _» en offrant à nos employés des **carrières où ils peuvent apprendre, grandir et s’épanouir **. Possédant plus de 100 ans d’expérience dans la fabrication d’imprimantes, d’étiqueteuses, de scanners et de machines à coudre, à broder et de courtepointe de qualité supérieure, nous sommes une entreprise solide comme le roc et nous avons la réputation d’être des gens formidables qui assurent un service remarquable. Êtes-vous une personne passionnée par l’amélioration de l’expérience client et douée d’un esprit