WHAT YOU BRING

• 3-5 years of relevant experience
• Customer-centric mindset with a focus on improving customer experiences.
• Demonstrated analytical and problem-solving skills. Ability to turn data into insights into business recommendations
• Demonstrated ability to both be a strategic and innovative and creative thinker, with the ability to turn those ideas into flawless execution
• Understanding how to drive user acquisition (app, email, SMS) & ability to increase customer lifetime value is an asset
• A collaborative approach. You can foster healthy relationships and communicate effectively across the teams
• Takes ownership of learning within their discipline and educating stakeholders at all business levels
• Proven experience in managing customer experiences and leading customer service teams.
• Strong communication and problem-solving skills.
• Proficiency in using customer feedback platforms, analytics software, and CRM systems.
• Leadership skills to inspire and guide teams towards exceptional customer experiences.
• Customer-centric mindset with a focus on meeting and exceeding customer expectations.
• Data-driven decision-making skills to enhance customer experiences.
• Adaptability to respond to changing customer demands and market trends
  

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ABOUT US

Canadian Tire Corporation, Limited (“CTC”) is one of Canada’s most admired and trusted companies. With more than 90 Owned Brands, 1,700 retail locations, financial services, exemplary e-commerce capabilities, and exciting market-leading merchandising strategies. We dream big and work as one to innovate with purpose for our customers at every level of our business, investing in new technologies and products, and doubling down on top talent to drive the company forward. We offer competitive salaries and wages to CTC employees, as well as store discounts, supported learning through our Triangle Learning Academy, Canadian Tire Profit Sharing, and retirement and savings programs for eligible employees. As part of our enhanced flex benefits program, we offer mental health benefits in the amount of $5,000 per year for benefits-eligible employees and their families, including total well-being, and mental health tools and resources for all employees. Join us in helping to make life in Canada better through living and working our Core Values: we are innovators and entrepreneurs at our core, outcomes drive us, inclusion is a must, we are stronger together and we take personal responsibility. It is an especially exciting time to join CTC and its family of companies where career opportunities are wide-ranging! Join us, where there’s a place for you here.

ACCOMMODATIONS

We stand firm in our Core Value that inclusion is a must. We welcome and encourage candidates from equity-seeking groups such as people who identify as racialized, Indigenous, 2SLGBTQIA+, women, people with disabilities, and beyond. Should you require any accommodation in applying for this role, or throughout the interview process, please make them known when contacted and we will work with you to help meet your needs.

• Manage the execution of key customer acquisition initiatives aligned to the overarching Auto Service roadmap and strategy.
• Increase active triangle member penetration (not currently using Canada’s Garage) by creating strategies to engage more Triangle members through 1:1 personalized offers.
• Leverage the existing triangle eco-system to attract and retain new customers, plus create awareness to help convert and incentivize existing auto service customers so they can earn and redeem e-CTM.
• Improve the customer end-to-end experience at Canada’s Garage by reducing key consumer friction points.
• Increase trust by improving transparency and consistency at Canada’s Garage.
• Make the customer journey easier and more convenient by improving operations both in-person and digital.
• Increase customer value by better highlighting existing Canada’s Garage benefits and finding creative methods to introduce more value into the overall experience.
• Working with DD&L, develop and execute necessary training on key initiatives including change management requirements.
• Deliver actionable insights to the business to ensure Dealers have key metrics to help make better decisions around awareness and customer experience.
• Leverage existing data and feedback (ie. NPS/Medallia) as well as feedback from the field to identify areas of focus.
• Collaborate closely with cross-functional teams to build and implement initiatives that draw deeper engagement and increase lifetime value.
• Define project goals and objectives and manage timelines, budgets, other individuals and implement key deliverables.
• Be a customer acquisition subject matter expert for Canada’s Garage