Senior Manager - Customer Experience Insights & Loyalty

Title : Senior Manager - Customer Experience Insights & Loyalty

Employee Working Location : Remote (Canada)

Employment Status : Permanent Full-time

Salary Band : $ 82,614 - $105,272 / year

The Canadian Red Cross (CRC) an inspirational not for profit organization, helps people and communities in Canada and around the world in times of need and supports them in strengthening their resilience.

As a Canada’s Best Employers 2024 , we are committed to having an accessible, diverse, inclusive, and barrier-free work environment.

In this role, you will :

Responsibility 1 : Donor insights initiatives

Regularly conduct donor outreach activities like interviews to measure donor pain points and experiences throughout the donor journey.

Ensures donor-centricity in the management and delivery of research presentations.

• Represents the voice of the donor while maintaining a focus on business and revenue goals.
• Conducts research briefs and presentations to senior leaders across philanthropy.
• Owns the Annual Donor Survey designed to create and build on the primary research base of the Red Cross.
• Manages vendors and platforms used to analyze open text data submitted by donors for trends and sentiment analysis.

Responsibility 2 : Integrating external and internal insights

• Manage vendor budgets, projections and variances related to donor insights needs.
• Works with Information and Analytics team to create testing and evaluation strategies for insights work.
• Lead coordination between internal stakeholders and external vendors to identify, collect, and utilize data and feedback to identify trends and actionable insights to continuously enhance donor experience.
• Works with monthly donor team leadership to identify strategies to improve donor retention and increase lifetime value.

Responsibility 3 : Market research and customer experience standards

• Recommends best practices for embedding market research in the philanthropic space.
• Attends periodic conferences hosted by thought leaders in the market research and customer experience space.
• Liaises with industry leading research and customer experience experts across industries to analyze and test up and coming loyalty-based strategies.
• Provides thought leadership to both management and senior management to ensure research best practices continuously evolve and improve as it relates to organizational donor strategy.

What we are looking for :

• University degree in Psychology, Sociology, Philosophy, Business Administration, Marketing, data sciences or other relevant qualifications.
• Minimum 5-7 years experience implementing market research programs.
• Previous experience working with Qualtrics or similar platform an asset.
• Superior ability to clearly communicate research insights for non-researchers.
• Superior knowledge and practical experience on a wide range of qualitative and quantitative research techniques.
• Excellent ability to decide on the most appropriate research methodologies that aligns best to Research Objective.
• Proven track record of delivering revenue through market research recommendations.
• Ability to influence key organizational decision makers on budget and strategy planning as it relates to customer / donor experience strategy.
• Ability to critically analyze customer experience data focused on lifetime value, customer satisfaction and e-commerce metrics with the ability to implement changes based on findings.
• Experience in leading customer experience initiatives.
• Customer-oriented with excellent service mindset and business acumen.
• Understanding of fundraising / philanthropy industry an asset.
• Sound knowledge in donor / customer journey mapping, basic analytical concepts and user experience design best practices.
• Fluency in English is required, French is an asset.

Working conditions :

Eligibility to work in Canada : At this time, we welcome applications from candidates eligible to work in Canada. If you are not a citizen or permanent resident of Canada, we encourage you to carefully review your visa to find out whether you are eligible to work in the job you are considering applying for.

Refer to our FAQ for more information.

• If you are selected for this role, you will be required to complete a successful pre-employment screening process which includes a satisfactory Enhanced Police Information Check (E-PIC).
• As we work with and support people (managers, colleagues, beneficiaries / customers, volunteers, donors and external partners) and communities in Canada and around the world, applicants whose first language is not English may be required to perform the responsibilities of the role in English.

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