Manager, Communications Orchestration at Intact

Intact; Toronto; On-site; CAD 120,000 - 180,000; Full time

Benefits offered by this job

Annual bonus up to 15%

Employee Share Purchase Plan – Intact

Pension with defined benefit plan

Hybrid work model

Up to 5 extra days off per year

Health and wellness benefits including

Job summary

Intact is building a best-in-class omnichannel communications ecosystem. This role serves as the control tower to centralize how customer and client communications are prioritized, planned, produced, and deployed across lifecycle pillar teams.

The Manager, Communications Orchestration leads end-to-end orchestration across email, SMS, push notifications, and related channels, guiding cross-functional teams to deliver results with governance and quality.

Qualifications

• 10+ years in lifecycle marketing, CRM/marketing operations, or related experience.
• Proven cross-functional delivery leadership with competing priorities and complex dependencies.
• Minimum 5 years in people leadership experience (management, coaching, development, accountability).
• Strong quality/governance mindset (QA, accessibility, brand consistency, compliance).
• Bilingualism in English and French for regular interaction across the country.

Responsibilities

• Own end-to-end orchestration of communications across email, SMS, and push channels.
• Lead intake and prioritization for planned and unplanned requests with scope, dependencies, resourcing, and timelines.
• Maintain a centralized roadmap with visibility on status, trade-offs, and decisions.
• Align stakeholders across Lifecycle Growth, Digital Engagement, Database Marketing, Prevention, and other enterprise partners.
• Translate business objectives into coordinated execution plans (sequencing, audiences, data readiness, approvals, deployment timing).
• Standardize ways of working, including handoffs, ceremonies, and governance to reduce coordination overhead.
• Oversee implementation quality in Salesforce Marketing Cloud and collaborate across the ecosystem (e.g., AEM/content workflows).
• Coach a blended team (developers, communications advisor, and potentially copywriters), presenting priorities, risks, and recommendations clearly to senior stakeholders.
• Foster a culture of ownership, accountability, innovation, and steady execution.

Skills

Lifecycle marketing

CRM/marketing operations

Digital communications

People leadership

QA/governance

Stakeholder management

Bilingual English/French

Salesforce Marketing Cloud

Adobe Experience Manager

Audience segmentation

Tools

Salesforce Marketing Cloud

Adobe Experience Manager

Journey Builder

Job description

Manager, Communications Orchestration

Location: Toronto, ON, Canada

Intact is building a best‑in‑class omnichannel communications ecosystem. This role serves as the "control tower" that centralizes how customer and client communications are prioritized, planned, produced, and deployed across lifecycle pillar teams.

Benefits

• Competitive salary with a target annual bonus up to 15%
• Employee Share Purchase Plan – Intact matching 50% of net shares
• Pension offerings with a defined benefit plan providing guaranteed income for life
• Flexible work arrangements and a hybrid work model
• Option to purchase up to 5 extra days off per year
• Health and wellness benefits including telemedicine and a wellness account
• Share plan and other savings up to 12% of salary or more

Responsibilities

• Own end‑to‑end orchestration of communications across electronic channels (email, SMS, push notifications)
• Lead intake and prioritization for planned and unplanned requests, clarifying scope, dependencies, resourcing, and timelines
• Maintain a centralized roadmap with clear visibility on status, trade‑offs, and decisions
• Align stakeholders across Lifecycle Growth, Digital Engagement, Database Marketing, Prevention, and other enterprise partners
• Translate business objectives into coordinated execution plans (sequencing, audiences, data readiness, approvals, deployment timing)
• Standardize ways of working, including handoffs, ceremonies, and governance to reduce coordination overhead
• Establish and enforce standards for QA, deliverability, accessibility, and governance; drive continuous improvement through insights, testing, and retrospectives
• Lead and develop email back‑end developers responsible for build, automation, and deployment
• Partner with data/platform teams to ensure audience logic, data flows, and instrumentation are reliable and scalable
• Oversee implementation quality in Salesforce Marketing Cloud and collaborate across the ecosystem (e.g., AEM/content workflows)
• Serve as the single intake point for urgent client communications, coordinating SMEs and delivering under tight timelines while maintaining governance and quality
• Coach a blended team (developers, communications advisor, and potentially copywriters), presenting priorities, risks, and recommendations clearly to senior stakeholders
• Foster a culture of ownership, accountability, innovation, and steady execution

Qualifications

• 10+ years in lifecycle marketing, CRM/marketing operations, digital communications, or related experience
• Proven cross‑functional delivery leadership with competing priorities and complex dependencies
• Minimum 5 years in people leadership experience (management, coaching, development, accountability)
• Strong quality/governance mindset (QA, accessibility, brand consistency, compliance)
• Senior operator mindset at the intersection of communications strategy, delivery management, and technical execution
• Strong influence and collaboration skills; comfortable leading through alignment rather than hierarchy
• Calm under pressure; able to create clarity, make trade‑offs, and manage ambiguity
• Excellent communication and stakeholder presence in both languages (English & French), written and verbal
• Knowledge of Salesforce Marketing Cloud (Journey Builder, automations, data extensions, deployment operations)
• Working knowledge of segmentation/audience logic, data flows, and measurement
• Familiarity with Adobe Experience Manager and modern content workflows – asset
• Interest in practical AI use cases for orchestration, QA, optimization, and workflow automation – asset
• Bilingualism (French / English) – required for regular interaction with colleagues across the country
• No Canadian work experience required; must have authorization to work in Canada

EEO Statement

We are an equal‑opportunity employer. Intact’s Value of respect is founded on seeing diversity as a strength. We strive to create an accessible workplace where employees feel valued, included and encouraged to share their unique perspectives. We encourage applications from individuals who are members of equity‑deserving groups, including but not limited to women, Indigenous peoples, persons with disabilities, Black people, and members of the 2SLGBTQI+ community. As part of Intact’s commitment to reconciliation, we acknowledge that we work, meet and travel across the land currently called Canada, originally inhabited by First Nations, Metis and Inuit people. We have policies to ensure equal access and participation for people with disabilities, including providing workplace adjustments (accommodations). A copy of applicable policies is available on request. If we can provide a specific adjustment to make the recruitment process more accessible, please let us know when we reach out about a job opportunity.

Additional Information

Intact does not provide sponsorship or other support for immigration‑related matters. Candidates must be eligible to work in Canada from the anticipated start date and throughout their employment and are solely responsible for maintaining their work eligibility. If you are an employee of Intact or Belairdirect, please apply for this role on the Internal Career Site.