Customer experience & go-to-market manager

Société Financière Manuvie
CA - Ontario - Old Toronto
January 2, 2025
Management

We are seeking a Go-to-Market (GTM)-focused Customer Experience (CX) Manager to join our Digital Performance & Customer Experience team. In this role, you will execute CX strategies across business lines, advancing market entry and expansion strategies through the GTM operating model. You will act as the CX lead in a GTM agile squad consisting of Sales, Marketing, and Product professionals, delivering scalable and sustainable growth outcomes.

Reporting to the Director, CX & GTM Strategy, the ideal candidate is customer-centric, adaptable, and skilled in agile project management within the banking sector, with experience in the advisor and broker ecosystem.

Position Responsibilities:

Collaborate with Sales, Marketing, and Product teams to shape the GTM strategy, define goals, and operating model.
Ensure smooth execution of GTM plans by managing communication, delivery, resolving issues, and guiding change management efforts.
Monitor the impact of GTM activities on customer adoption, sales, and retention, refining strategies based on performance insights.
Gather actionable insights through customer feedback channels (e.g., surveys, NPS) to track satisfaction and identify risks and opportunities.
Analyze advise segment customer insights and competitor trends to identify emerging opportunities and risks, shaping CX improvements.
Develop and maintain detailed CX roadmaps and journey maps to enhance customer experiences across the board.

Required Qualifications:

5+ years of experience in CX, GTM enablement, or project management within financial services or a related sector.
Post-secondary education required.
Strong knowledge of agile B2B project management and experience applying agile principles to CX improvements.
Familiarity with banking products (e.g., residential lending, specialized lending, retail products).
Experience with independent financial advisors or the broker channel.

Preferred Qualifications:

Strong data interpretation skills with the ability to make data-driven decisions.
Ability to lead teams, manage stakeholders, and drive execution in a matrix environment with strong communication skills to convey ideas to both technical and non-technical stakeholders.
Proven ability to analyze and forecast revenue impact, with a strong focus on implementing strategies that achieve measurable growth and maximize profitability.

When you join our team:

We'll empower you to learn and grow the career you want.
We'll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
As part of our global team, we'll support you in shaping the future you want to see.

#LI-Hybrid

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Read the full job description and apply online on the recuiter's web-site

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