Manager, Customer Engagement

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Manager, Customer Engagement

Apply locations Toronto, Ontario, CAN time type Full time posted on Posted Yesterday job requisition id 14511

Location:

Toronto

Address:

100 Queens Quay East Toronto, Ontario M5E 1V3 Canada

Job Title:

Manager, Customer Engagement

Canada Goose isn't like anything else. We've built something great, something special - an iconic lifestyle brand with an inspirational and authentic story. At the heart of it is our promise to inspire and enable all people to thrive in the world outside. To Live in the Open. At Canada Goose, you're part of a movement that belongs to something bigger. One that seeks out the restorative power of nature and is driven by a purpose to keep the planet cold and the people on it warm. We endure any condition, observe every detail, and are building a community that believes in living bravely and coming together to support game-changing people.

Here, opportunities are everywhere - to try something new, to learn, to do meaningful and impactful work, and they're yours for the taking.

Position Overview:

The Manager of Customer Engagement is accountable for building, launching, and managing a compelling Member Engagement Framework for Canada Goose’s Most Valuable Consumers. We are seeking an experienced individual to oversee a customer engagement program with the luxury consumer in mind. As the Manager of Customer Engagement, you will be responsible for developing and executing strategic initiatives to cultivate deep, personalized relationships with high-value clients, focusing on exclusive experiences, tailored communication, and VIP treatment to deliver customer loyalty, drive sales growth and maximize lifetime value. This role will be responsible for designing a program that standardizes customer engagement across Canada Goose Globally, with an initial focus on our European and Asian Markets.

What You'll Do:

Customer Engagement & Clienteling Program Design:

• Build the Program Vision & Strategy; define the vision, goals, characteristics, and roadmap for an engagement program focused on CG’s high-value and high-potential luxury customer.
• Implement and Manage Clienteling Program; Establish 1:1 Client to Retail Store Associate relationships, select and implement digital tool, establish structured outreach & interaction.
• Define Measures of Success; clearly define quantitative and qualitative program metrics, goals and targets.
• Evangelize the Clienteling Program; introduce, educate, promote, and embed across all Regions.

CRM Management:

• Customer Segmentation; Identify and prioritize top customers, building strong personal connections through regular engagement and the delivery of relevant messages and experiences.
• Manage Loyalty Incentives; define tiered incentive model, control application across activation tactics.
• Implement New Outreach Channels; e.g., Retail Stores / Contact Center Clienteling, eComm Member Account.
• Measure Impact; measure the efficacy of activation activities, generate and act on insights to grow impact.

Luxury Experience Design:

• Design and Implement a VIP/VIC Program; unique experiences and benefits, gifting framework to reinforce brand loyalty and appreciation.
• Plan and execute exclusive events and VIP activations that align with Canada Goose’s brand identity and elevate the customer experience.
• Work with Retail Operations on the in-store client experience, ensuring exceptional service standards and seamless interactions with retail staff.

Collaboration & Training:

• Partner with Regional Teams, Marketing, and Retail Operations to ensure alignment on customer engagement strategies.
• Partner with Retail Training to develop and implement comprehensive training programs for Retail Store Associates to enhance their customer engagement skills and knowledge of luxury brand standards.

Performance Monitoring:

• Track key performance indicators (KPIs) related to customer retention, sales conversion, and client satisfaction.
• Regularly review data to assess the effectiveness of customer engagement initiatives, adjusting as needed.

Let's Talk About You:

• Successful experience leading the design, launch, and maintenance of a Customer Engagement Program.
• Successful experience launching and managing Clienteling Programs, preferably for a luxury brand.
• Experience working in the luxury goods market, experience in Europe and Asia considered an asset.
• 6+ years experience in Loyalty, CRM or Customer Experience.
• Experience working in retail and apparel industries; multi-national experience highly preferred.
• Proven experience in luxury retail, customer relationship management, or high-end client service.
• Exceptional communication and interpersonal skills, with a strong ability to build relationships and work across Teams to deliver results.
• Excellent organizational skills and ability to manage multiple priorities effectively.
• Expertise in CRM systems and data analysis to identify customer trends and opportunities.
• Excels in combining the art of marketing with the science of consumer data analytics to create personalized, compelling, and unique consumer experiences that grow CLTV.
• A passion for consumer-centricity; a commitment to putting the consumer at the heart of decision making.
• A passion for loyalty; a drive to build brand affinity and loyalty through personalized consumer experiences.
• A passion for building unique experiences and benefits with the luxury customer in mind.
• Expertise in consumer data: ability to use segmentation and lifecycle data to inform tactics.
• Excellent communication skills: clarity, simplicity, and influence at all levels of the organization.
• Excellent cross-functional leadership skills; able to lead through influence, manage disagreement, drive results.
• Relentlessness; demonstrates a “Can do” attitude, sense of urgency, positivity, flexibility to change, resilience.

Working Conditions

• Office environment.
• Can provide on-call support during times of emergency or high issue volume.
• Limited travel may be required (~10%).
• Valid passport required.

What’s in it For You?

• A company built on Canadian roots and heritage.
• Your work is recognized with a comprehensive and competitive Total Rewards Program.
• Opportunities for career growth through numerous internal and external programs.
• Recognize and be recognized by your peers with our Goose Rewards & ICON Rewards.
• Be a part of CG Gives. Donation matching and paid volunteer time to help the organizations you care about.
• Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues.
• Inspiring leaders and colleagues who will lift you up and help you grow.

We believe in the power of inclusion and are passionate about building and sustaining an inclusive and equitable working environment where all employees can bring their authentic selves to work every day. We believe every one of our team members enriches our diversity by exposing us to varying ways to understand the world, identify challenges, and to discover, design, produce, and deliver great products and service. Our different perspectives are what enable us to create, dream and live in the open.

Canada Goose is an equal opportunity employer and is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.

There are multiple ways to interview with us! If you require any interview accommodation for your interview, please e-mail us at HR@canadagoose.com.

Why work here?

At Canada Goose, you’ll find purpose in keeping the planet cold and the people on it warm. As part of our team, you’ll embrace your inherent responsibility to give back, protect our environment, and make a meaningful impact—all while experiencing that unique ‘Canadian Warmth’ that defines our culture.

About Us

Canada Goose isn't like anything else. We’ve built something great, something special – an iconic brand with an inspirational and authentic story. Here, opportunities are everywhere – to try something new, to learn, to do meaningful and impactful work, and they’re yours for the taking.

We embrace diversity in all its forms and definition and strive to remove barriers to create an inclusive culture and equitable workplace where everyone can live authentically, every day and in every situation.