Manager, Consumer Voice

Loblaw Companies Limited - Brampton, ON (30+ days ago)

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1 Presidents Choice Circle, Brampton, Ontario, L6Y 5S5

C’est toute une décision que de se joindre à une entreprise. Nous offrons des perspectives d’emploi à des personnes qui, comme vous, sont travaillantes, dynamiques et fiables.

Pourquoi ce role est-il important?

The Manager, Consumer Voice will play a key role in developing, implementing, and leading impactful Voice of the Consumer (VOC) programs driving Customer Centricity throughout the organization. The ideal candidate is someone with an analytical mindset and a proven ability to quickly grasp unstructured situations, drive insights from both quantitative and qualitative information, and present results and recommendations in a clear and concise manner.

What you’ll do:
Lead the development of insights from VOC programs helping to drive customer centric decision making across the organization
Perform deep dive analyses integrating various sources of feedback to support key strategic projects and ad hoc analysis
Support the development of the overall VOC vision and strategy
Present the Voice of the Customer programs, strategy, and capabilities across the organization
Through expertise in data analytics and reporting develop insights leading to improved customer experiences
Develop baseline targets and forecasts using VOC KPI metrics for various initiatives, measuring and reporting the success of each
Collaborate and develop relationships with internal stakeholders and external vendors
Work on multiple, simultaneous programs that require both strategic thinking as well as high-speed tactical execution
Understand trends and lead research initiatives related to VOC
Develop communication strategies for distribution of information from VOC programs

What you need:
Post-secondary education in Economics, Data Analytics, Market Research, Business, or related field
5+ years of relevant experience in insights, market research, strategy, or project management related roles
Strong knowledge of Customer Experience metrics (NPS, OSAT, etc.), and other feedback collection methodologies
Previous experience with data analysis, social listening, digital/social media, and/or qualitative research platforms (Talkwalker, Netbase, Tracx, Digimind, Crimson Hexagon, Brandwatch, Sprinklr, Qualtrics, Medallia, Inmoment, Survey Monkey)
Superior Excel and PowerPoint skills; experience with SPSS and Tableau an asset
Ability to see from the customer point of view and champion that view across the company
Experience in diving deep into customer journeys to understand and empathize with customer pain points and identify opportunities with respect to customer engagement, business strategy, and quality of service
Experience in analyzing and interpreting a mix of qualitative and quantitative data, constructing compelling narratives, and providing recommendations on complex topics
Experience applying statistical techniques and working knowledge of statistics concepts
Flexibility to adjust and thrive in an environment with changing requirements, schedules and priorities for multiple projects or assignments.
Ability to think strategically and develop creative solutions
Excellent planning, organizing, and time management skills with strong attention to detail

Comment R é ussir:
Chez Loblaw, nous recherchons toujours des personnes formidables pour continuellement renforcer notre culture. Nous croyons que les gens formidables façonnent nos valeurs, sont authentiques, bâtissent la confiance et créent des liens.

Si cela vous ressemble et que vous êtes ouvert d’esprit, que vous avez une bonne attitude face aux changements et que vous aimez les défis d’un environnement de travail aux détails dynamiques, postulez aujourd’hui.

En outre, nous croyons que la conformité aux lois consiste à faire ce qu'il faut. Le respect de la loi fait partie de notre Code de conduite; il renforce ce que nos clients et nos parties prenantes attendent de nous.

Type d'emploi:
Temps plein

Poste régulier

Loblaw considère que la diversité culturelle du Canada est une source de fierté nationale et un symbole de force. Nous nous sommes donné comme priorité de refléter la diversité croissante du Canada dans les produits que nous vendons, les gens que nous embauchons et notre culture d’entreprise. Des accommodements sont disponibles sur demande pour les postulants et collègues atteints d’un handicap.

Remarque : Si vous avez accès à Libre-service de l’employé (ESS) dans Workday, veuillez postuler à cet emploi en utilisant l’application Workday.