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Senior Manager, Customer Experience

3 months ago

Burlington, United States The Ladders Full time
At Wolseley Canada, our leading-edge is the knowledge and insight found in every corner of our organization. Here, you'll build strong relationships and support critical industries that touch the lives of Canadians. Every day, we show up with intention and pride; in ourselves, our associates, and our customers. You'll have a solid foundation to try new things, uncover new possibilities, challenge yourself, and grow your career. Does this sound like somewhere you'd like to be?

Wolseley Canada is the leading wholesale distributor of plumbing, HVAC/R, waterworks and industrial products in the country and working here means, a network of possibilities, a place you are valued and a higher standard.

Join the Pros

A Senior Manager, Customer Experience & Insight's duties involve determining how to gather relevant data about customers and potential customers through market research, collecting the data and breaking it down in a meaningful way for the business. By analyzing both quantitative and qualitative data, a customer insights manager helps the business understand what motivates customers, whilst leveraging this data in support of business initiatives and strategies and identifying areas of unmet customer needs. Customer data tells a compelling story, and the customer insights manager must be able to tell this story in different ways for different audiences.

General areas of responsibility include developing and implementing customer driven projects and research; conducting market research; and identifying, measuring and predicting current and future customer trends. The customer insights manager also works with outside consultants on projects related to the customer experience. The customer insights and experience team work closely across all business functions,

What's in it for you?
  • Regular business hours Monday to Friday
  • Comprehensive benefits with premiums fully paid for by the company for the "Core" package starting the first day of employment.
  • Career development and training opportunities
  • Life insurance, disability and wellness program
  • Retirement savings programs including RRSP and DC pension with up to 5.25% employer contribution
  • Paid vacation and sick time and day off on your birthday
  • Bonus programs that include annual performance and profit sharing
  • Employee discounts on top brands of plumbing and HVAC/R products
  • Education reimbursement for employees
  • Employee referral program
  • Safety shoe reimbursement
What you will do
  • Plan, design, execute and analyze more complex customer and market research studies; prepare forecasts, reports, and recommendations so that senior management has accurate and timely information for making decisions.
  • Plan, prioritize, and manage research projects within established budgets and deadlines.
  • Develop, communicate and implement the strategic priorities of the Customer Insights function.
  • Identify new customer opportunities; analyze competitor activities; or evaluate the success of the organization's marketing, advertising and sales campaigns.
  • Manage data quality and ensure actionable uses organization-wide.
  • Survey writing, data collection and analysis (Qualtrics / Medallia / Tableau / Power BI knowledge a plus)
  • Customer data clean up, organization and management
  • Manage Customer Insights content and data on Wolseley's internal website
  • Prepare monthly reports
  • Perform various customer related marketing duties, which may include updating location listings on Google My Business and Mapply, maintaining databases and customer related documents, and provide solutions to customer issues and reviews via phone, email or on social media
What you will bring
  • Post-secondary education plus a minimum of five (5) years related experience or the equivalent combination of education and experience
  • Superior analytical and problem-solving skills
  • Advanced skills in Microsoft Office software including Excel, Word, PowerPoint, Visio and Adobe Creative Cloud a major plus
  • Ability to work cross functionally within the organization as well as with customers
  • Excellent interpersonal skills with demonstrated success working in a team environment
  • Professional presence: ability to communicate effectively via phone & email.
  • Ability to develop and deliver effective presentations to groups
  • Highly organized in prioritizing work, multi-tasking and thrive in a fast-paced environment


Each resume submitted gets individually reviewed by our team and retained for 24 months if other new and exciting opportunities arise that match your skills and qualifications.

Please note: This position requires the result of a satisfactory criminal record check. A record under the Criminal Code and/or other federal offence record(s) does not automatically mean you will be ineligible for the position.