VoC Platform & Program Lead (Medallia) – Ops & Insights

Canadian Tire Corporation; Toronto; Vor Ort; CAD 90.000 - 105.000; Vollzeit

Benefits dieser Stelle

Store discounts

Triangle Learning Academy

Profit sharing

retirement and savings programs

Mental health benefits

Zusammenfassung

Canadian Tire Corporation is hiring an Associate Manager for the Voice of Customer Platform & Program. You will own the Medallia platform operations, governance and stakeholder support, driving data-driven insights and continuous improvement across the organization.

You will partner with Dealers, Store Operations, Banner teams and IT/Privacy to ensure platform adoption, data integrity and business value from customer feedback and analytics.

Qualifikationen

• University degree or equivalent experience in Business, Customer Experience, Research, Analytics or a related field.
• 3-5+ years of experience in customer insights, Voice of Customer, customer experience platforms, platform administration, program management or a related discipline.
• Strong analytical, problem-solving and stakeholder management skills.
• Experience managing cross-functional initiatives and working with external vendors.
• Ability to balance operational execution with strategic thinking and continuous improvement.
• Excellent communication, facilitation and relationship-management skills.
• Hands-on experience with Medallia — or a similar enterprise Voice of Customer platform — is required.

Aufgaben

• Own day-to-day Voice of Customer platform operations, including user provisioning, account management, access requests, troubleshooting and support.
• Manage support requests, data requests, survey inquiries, reporting needs, and platform-related issues.
• Coordinate annual platform processes and maintain program documentation, user guides and training materials.
• Support privacy and customer data requests in partnership with Privacy and IT teams.
• Act as the business owner for the Voice of Customer platform and program, ensuring effective governance, performance and adoption across the organization.
• Manage stakeholder relationships across banners, Dealers, Store Operations, Contact Centres and Corporate teams.
• Coordinate with external platform vendors and internal partners on platform enhancements, issue resolution and roadmap priorities.
• Lead training, onboarding and stakeholder support activities to improve user adoption, stakeholder confidence and platform effectiveness.

Kenntnisse

Medallia

Stakeholder management

Program management

Data privacy

Platform administration

Analytics

Ausbildung

Bachelor's degree

Jobbeschreibung

Canadian Tire Corporation is hiring an Associate Manager for the Voice of Customer Platform & Program. You will own the Medallia platform operations, governance and stakeholder support, driving data-driven insights and continuous improvement across the organization.

You will partner with Dealers, Store Operations, Banner teams and IT/Privacy to ensure platform adoption, data integrity and business value from customer feedback and analytics.