Senior Manager - Customer Communications & Experience Team

Our Connected Home team is proud to offer our customers seamless and simple technology that fits into any lifestyle. Our fibre network supports millions of customers with high-speed Internet, TV, and Smart Home Monitoring to keep Canadians connected to the people and things that matter most. We know that our customers rely on us to provide them reliable connectivity, that is why we have made a commitment to providing the fastest and most consistent network in the areas we serve.
We are growing our Connected Home team and are looking for team members that are collaborative, digital-first, fast-moving, bold-thinking, and focused on delivering impact in everything they do. Come play a key role in building the future of innovation in Canada.
Let’s make your possible at Rogers.
Are you up for the challenge and the fun? If so, consider the following opportunity
The Brand team has an opening for an experienced and strategic Customer Communications & Exp. Team (Reactive) Senior Manager, who will lead a team to deliver timely, accurate and customer-focused messages to our base. Reporting to the Director, Customer Communications & Exp., the successful candidate will leverage best practices and customer and frontline feedback to continuously enhance how we deliver reactive communications and improve the overall customer experience.
We are looking for someone who has experience in business and frontline communications and project management, leading a lean but efficient team, is passionate about their work and self-motivated. They work with a strong focus on process, flawless execution and transparent and effective communication. The individual will have experience in a fast-paced environment and can work with and influence others at all levels across the company.
The candidate will be responsible for ensuring our customers are always supported by their team and requires the flexibility with their day-to-day working hours with the need to occasionally work early morning and late hours + scheduled weekend coverage to ensure our customer base is always supported.
Key Responsibilities Include

• Lead a team of customer experience and communication managers to deliver on objectives, KPIs and manage intake of short-term and long-term projects;
• Identify and implement continuous process improvement opportunities to maximize efficiencies and reduce customer pain-points;
• Lead projects that help us deliver on our long-term digital-first and automation plan, including ensuring that requirements are documented, timelines are met and KPIs are achieved;
• Participate in cross-functional discussions and work across the business tomap the reactive communications journey, drive automation and establish the always-on manual communication road map, delivering efficiency and accuracy with a customer-first lens;
• Drive issue resolution, always considering the customer experience and minimizing channel and revenue impacts;
• Liaise with internal and external partners to ensure we own the Rogers brand tone-of-voice and visual representation – delivering clear and simple messages every single time;
• Analyze results to gain insights and inform strategies that help us achieve business objectives;
• Represents the brand team, developing reactive service communications in partnership with cross functional partners including comms, control tower, legal and other business partners;
• Oversee the development of presentations, project plans and playbook, flagging opportunities and risks in a timely manner to the appropriate stakeholders;

Qualifications

• Proficiency with Microsoft Office;
• Proven ability to manage conflicting priorities and to deliver multiple projects to tight deadlines in a fast-paced environment;
• Basic understanding of digital communication principles and email / SMS marketing platforms preferred;
• Understanding of written French considered a strong asset;
• Experience working with technical and network teams in a complex organization;
• Proactive, solutions-focused, self-motivated and results-driven team player;
• Advanced writing, editing and proof-reading skills in English;
• 8 years+ progressive experience in project management and communications with experience leading a team;

Schedule Full time
Shift Day
Length of Contract Not Applicable (Regular Position)
Work Location 333 Bloor Street East (824), Toronto, ON
Travel Requirements None
Posting Category/Function Marketing & Marketing Communication
Requisition ID 285558
What makes us different makes us stronger. Rogers has a strong commitment to diversity and inclusion. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential. At Rogers, we value the insights and innovation that diverse teams bring to work. We work with our candidates with disabilities throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You matter to us! For any questions, please visit the Rogers FAQ.
Posting Notes Customer Experience