Senior Manager, Member Experience

4 weeks ago

Toronto, Canada Foresters Financial Full time
Job Description

Key Responsibilities
  • Oversee analysis of end-to-end member journey to develop and implement strategies to optimize member engagement.
  • Lead a high performing team that bridges multiple functions and departments to work effectively together to achieve program excellence and departmental strategic objectives.
  • Lead review of existing benefits, processes and program materials with an eye towards supporting sales.
  • Drive the ideation process across three countries to discover, incubate and test scalable initiatives or programs that produce the emotion and satisfaction of living our purpose for producers.
  • Define program success metrics and evaluate performance through analyzing trends and application of best practices and standards to provide informed and actionable recommendations.
  • Lead collaboration, consultation, and research efforts with key stakeholders (senior leadership, members, member leaders, distribution partners) across three countries related to benefits strategy, local implementation, and business performance.
  • Work in collaboration with cross functional teams to ensure project plans are in place and milestones are set to ensure timely completion of deliverables.
  • Develop successful change management tactics across geographies and business units related to the adoption of changes in the member benefits offering.
  • Partner with Marketing and Business Intelligence teams to monitor, analyze and optimize member benefit usage.
  • Oversee the gathering, analysis, and validation of program and process operational feedback to understand end to end processes including the member experience, existing bottlenecks, areas of escalation, manual interventions, opportunity costs.
  • Collaborate with Business Intelligence and Marketing to review and refine KPIs and measurement processes to quantify member experience and engagement across the organization.
  • Develop content for presentations and reports, as well as supporting analytic analysis for decision making.
  • With Finance, lead the simplification of financial processes related to granting programs to improve efficiency, reduce risk and ensure sustainable program growth.
  • Support the documentation of financial management processes to ensure appropriate tracking, reconciliation, and management of member “in trust” accounts.
  • Effectively manage and drive issues, risks and actions across programs to closure.

Key Qualifications
  • 8+ years of relevant product, marketing or business analysis experience.
  • University degree in business, communications, marketing or related field.
  • Proven ability to develop strategy and oversee execution.
  • Proven experience in change management roles, preferably in a leadership capacity.
  • Strong understanding of consumer behavior and marketing, with experience utilizing the “what’s in it for me” approach to shape benefits and programs.
  • Excellent communication and interpersonal skills, with the ability to influence and engage stakeholders at all levels of the organization.
  • Experience working with a variety of distinct stakeholders at all levels of the organization, including out-of-office staff.
  • Superior communication, facilitation and presentation skills that enables one to build trust and relationships quickly.
  • Strong analytical skills; ability to proactively assess programs, identify weaknesses and risks and lead the development of improvements.
  • Strong project management skills to effectively engage various stakeholders and understand project scope.
  • Ability to think creatively and find outside-the-box solutions to deliver on departmental and program objectives and vision.
  • Ability to work in a fast-paced, changing, conceptual environment while managing multiple stakeholder perspectives.
  • Demonstrated people management and leadership expertise.
  • Team player with professional, disciplined, and self-directed approach.
  • Experience overseeing budgets ensuring accurate forecasting and expense tracking against plan would be an asset.
  • Not For Profit experience is an asset.

#LI-Hybrid

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