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Manager, Consumer Voice

Loblaw Companies Ltd Head Office

This is a Contract position in Toronto, ON posted April 27, 2021.

Referred applicants should not apply directly to this role.

All referred applicants must first be submitted through Workday by a current Loblaw Colleague.

Location: 1 Presidents Choice Circle, Brampton, Ontario, L6Y 5S5 The decision to join a company is a big one.

We have opportunities for hard working, energetic and reliable people just like you.

Why is this role important?

In this role, you would be a part of the Customer Centre of Excellence team that has a mandate to know our customers better than anyone, and to create a customer centric culture.

Our mission is to guide and inform the company on how to design and build high-quality human-centered experiences.

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 How You’ll Succeed: At Loblaw, we seek great people to continually strengthen our culture.

We believe great people model our values, are authentic, build trust and make connections.

If that sounds like you, and you are open-minded, responsive to change and up to the challenges provided in a fast-paced retail environment, apply today.

In addition, we believe that compliance with laws is about doing the right thing.

Upholding the law is part of our Code of Conduct
– it reinforces what our customers and stakeholders expect of us.

Employment Type: Full time Type of Role: Regular Loblaw recognizes Canada’s diversity as a source of national pride and strength.

We have made it a priority to reflect our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create in our organization.

Accommodation is available upon request for applicants with disabilities in the recruitment and assessment process and when hired.

Please Note: If you have Employee Self Service (ESS) on Workday, apply to this job via the Workday application.