Manager, Customer Journey / Gestionnaire, Parcours Client

Our culture lifts you up—there is no ego in the way. Our common purpose? We all want to win for our customers. We aim to always be evolving, dynamic, and ambitious. We believe in the power of genuine connections. Each employee is a part of what makes us unique on the market: agile and dedicated.
Time Type

Regular


POSITION SUMMARY:
As a Customer Journey Manager at Cogeco, you will play a critical role in defining various seamless personalised and frictionless customer journeys and creating roadmaps that will ultimately improve the experiences that our customers have with us at key moments and drive customer loyalty, advocacy and business growth.
Reporting to the Team Lead, Customer Journey and working closely with our business partners and the rest of the team, you will support your team to drive a deep understanding of what customers are trying to accomplish and how our current experience delivers against these needs by leveraging data driven-insights and technology.
You will also be responsible to improve the performance of the current customer journey approach where each phase of the customer journey (learn, buy, get, pay, use, support) is monitored and analysed to identify business opportunities/frictions to improve the customer experience. You will have under your responsibilities to analyse the product journeys and identify how Cogeco can prevent future frictions or improve the customer experience.
You will also contribute to the quarterly/annual planning and tactical execution that will help reach your objectives of performance/KPI.
Key Responsibilities

• Create post-mortem on our customer journey programs, analyse the results and propose recommendations to improve the customer experience
• Develop a deep understanding of customers’ needs and goals in order to facilitate seamless and successful experiences across products, channels and touchpoints
• Identify and resolve experience gaps between current state and future state experiences and be able to bridge people, process, policy and technology to prioritize improvement initiatives based on customer and/or business impact and deliver future state experiences.
• Define current and future state experiences through the lens of the customer, including the steps they take towards accomplishing their goals, the friction points (and their causes) along the way, and moments of truth.
• Partner with Data Driven Marketing to create data-backed and insights-driven customer segments and personas to be used throughout the design process and to target our customer improvements.
• Effectively manage project plans and scope via project cross functional weekly/monthly touchpoints and clear, concise project reporting, brief creation and Jira Tickets
• Monitor the performance of customer journey campaigns and programs, and analyze business opportunities and key performance indicators . Have strong proposals
• Work closely with all segments of the business and support functions to re-orient thinking around customer problems to be solved and to connect the dots and tell the story of the customers experience with us and the most critical improvement opportunities
• Support the product marketing when they need to improve a customer journey with new features/products. Make sure that the changes will improve the NPS
• Create and maintain detailed road maps and project plans inclusive of key deliverables, project interdependencies, gaps, and risks.
• Occasionally lead short-term pilot programs to improve customer experiences and measure the impact of those improvements
• Establish yourself and your team as a customer advocate and trusted advisor across all departments and levels of seniority. In doing so, elevate the influence and impact of the customer journey team.

Essential Qualifications

ACADEMIC TRAINING

• Bachelor’s degree in Marketing, Communications or related field strongly preferred

Work Experience

• Telecommunications experience strongly preferred
• +7 years Marketing experience
• Advanced PC skills including the ability to work proficiently in Google Office Suite

SPECIFIC COMPETENCIES

• Demonstrable social networking experience and knowledge of social analytics and social listening tools.
• Macro level thinker with strong analytical skills and sound decision-making skills
• Demonstrated ability to lead others directly and indirectly.
• Demonstrated ability to work effectively with cross functional partners through collaboration and open communication
• Working knowledge of the Canadian Wireline market
• Exceptional written communication skills
• Highly organized, detail oriented and able to multitask within tight deadlines.
• Superior strategic thinking and negotiation skills combined with the ability to effectively synthesize and simplify complex situations.
• Ability to think outside the box and challenge the status quo.
• A customer centric approach to marketing

At Cogeco, diversity is an essential asset to our organization’s performance. We are committed to providing equal opportunities to all qualified individuals, regardless of cultural and individual differences. We strive to build teams which reflect the diverse profiles and backgrounds of both the customers and communities we serve, firmly believing that this distinguishes Cogeco from competitors and contributes to our signature of excellence.
Location :
Montréal, QC
Company

Cogeco Connexion Inc
At Cogeco, we know that different backgrounds, perspectives, and beliefs can bring critical value to our business. The strength of this diversity enhances our ability to imagine, innovate, and grow as a company. So, we are committed to doing everything in our power to create a more diverse and inclusive world of belonging.
By creating a culture where all our colleagues can bring their best selves to work, we’re doing our part to build a more equitable workplace and world. From professional development to personal safety, Cogeco constantly strives to create an environment that welcomes and nurtures all. We make the health and well-being of our colleagues one of our highest priorities, for we know engaged and appreciated employees equate to a better overall experience for our customers.
If you need any accommodations to apply or as part of the recruitment process, please contact us confidentially at [email protected]