Senior Manager, Customer Insights & Campaigns

Zurich Insurance; Toronto; Hybrid; CAD 90,000 - 130,000; Full time

Job summary

Zurich Canada is seeking a Senior Manager, Sales & Customer Office to translate customer and broker feedback into actionable insights and coordinate targeted business programs. You will work with the VP and cross-functional partners to drive NPS reporting, strategy, and execution across Canada.

The role emphasizes analytical thinking, disciplined execution and strong stakeholder coordination, with a hybrid work model requiring three days in person per week.

Qualifications

• Bachelor's degree and six or more years of experience in sales.
• Strong analytical skills, with the ability to interpret quantitative and qualitative feedback and turn it into practical business insight.
• Excellent written and verbal communication skills, with experience preparing clear presentations, reports and executive-ready materials.

Responsibilities

• Support the preparation, validation and ongoing improvement of NPS reporting for Zurich Canada.
• Analyze customer and broker feedback to identify themes, trends, strengths and opportunities for improvement.
• Turn NPS results and qualitative feedback into clear insights, presentations and recommendations for business leaders.
• Help establish Canadian NPS strategies, goals, action plans and progress measures, working with business owners to support follow-through.
• Coordinate market insights reporting and help improve the consistency and accessibility of customer information.
• Coordinate the ongoing delivery of Customer Rockstar, including reporting, monthly and quarterly activities, communications, scorecards and stakeholder inputs.
• Maintain program documentation, timelines and criteria, and identify practical ways to strengthen participation and visibility.

Skills

Analytical skills

Stakeholder management

Communication

Project coordination

NPS / feedback analysis

MS 365 / SharePoint

Relationship building

Education

Bachelor's degree

Tools

SharePoint

BI reporting tools

Job description

Zurich Canada is seeking a Senior Manager, Sales & Customer Office to translate customer and broker feedback into actionable insights and coordinate targeted business programs. You will work with the VP and cross-functional partners to drive NPS reporting, strategy, and execution across Canada.

The role emphasizes analytical thinking, disciplined execution and strong stakeholder coordination, with a hybrid work model requiring three days in person per week.