Marketing Director, Customer Experience

Our employees are at the heart of what we do best: helping people, businesses and society prosper in good times and be resilient in bad times. When you join our team, you’re bringing this purpose to life alongside a passionate community of experts. 

Feel empowered to learn and grow while being valued for who you are– here, diversity is a strength. You have our commitment to support you in reaching your goals with tools, opportunities, and flexibility. It’s our employee promise. 

Our hybrid work model provides the balance between working from home and enjoying meaningful in-person interactions.

Read on to see how you can shape the future, win as a team, and grow with us.

About the role

Lead transformative customer experiences for top Canadian insurance brands like Intact Insurance and belairdirect. As a strategic leader, drive a customer-first mindset, leveraging insights and behavioral science to shape key business decisions.

This leader will be pivotal in cultivating a customer-first mindset, ensuring Intact’s short, mid, and long-term success. They will champion the customer’s perspective in key decision-making forums, enhancing organizational knowledge on market trends, customer behaviors, and marketing performance. The ideal candidate is customer-centric, possesses strong business acumen and analytical skills, and excels in influencing others through clear and compelling storytelling.

Ready to help us define the future of insurance and build exceptional customer experiences? 

Key Leadership Responsibilities:

We seek an exceptional leader who cultivates leadership within their team, with proven experience in guiding, inspiring, and mentoring experts. This individual has successfully led strategic, customer-centric projects with positive outcomes on tight timelines and is adept at overcoming obstacles and rallying teams to achieve business goals.

• Lead and transform the customer experience insights and data practice: Deliver rich market, industry, and customer insights across the organization, aiding business units in identifying growth opportunities. Develop robust multi-brand customer segmentation to unlock personalized strategies, and evolve measurement techniques, platforms used, and partner collaborations.
• Customer Insights & Data: Spearhead comprehensive market and customer insights to identify growth opportunities and enhance customer segmentation. The responsibility to drive the evolution of measurement techniques, the platforms utilized, collaboration with partners. This role involves strategically advancing the selection of partners, platforms, and performance metrics to ensure they remain cutting-edge and aligned with the organization’s evolving needs.
• Advocacy Strategy: Define and champion long-term customer advocacy, ensuring top-tier customer satisfaction. This includes establishing a long-term action plan and ensuring that business units take action to execute it.
• Team Leadership: Inspire, mentor, and develop a high-performing team, fostering diversity and inclusion. Cultivate leadership within your team.
• Stakeholder Communication: Build and maintain strong relationships across the organization, effectively communicating priorities and influencing decision-making.
• Execution Excellence: Lead the prioritization of high-value initiatives, ensure seamless execution, and drive brand growth. Take accountability for team performance and results.

What you bring:

• Exemplary, inclusive leader skilled in managing, motivating, and coaching teams.
• Strategic and goal-oriented, with a track record of turning complex data into actionable insights.
• Proven ability to mobilize and persuade stakeholders at all levels.
• Comfortable navigating large businesses with multiple stakeholders in fast-paced environments.
• Results-driven and customer-centric, adept at turning data into growth insights.
• Intrapreneurial and forward-thinking, committed to continuous learning and innovation.
• Open-minded and positive, taking responsibility for successes and mistakes, energized by challenges.
• Excellent communicator with strong emotional intelligence, adaptable to diverse audiences.

What You Have:

• 15+ years of experience in marketing, marketing analytics, or customer experience management are advantageous.
• 5+ years of experience managing professionals, including managers.
• A Bachelor’s degree in Marketing, Business Administration, or a related field is required. Alternatively, equivalent professional experience will be considered.
• Deep understanding of marketing and digital channels, with proven success in customer acquisition.
• Proven track record of achieving ambitious targets and leading large-scale projects within short timelines.
• Expertise in analytics and handling large, diverse data sets.
• Pragmatic problem-solving skills using data and customer insights.
• No Canadian work experience required, but must have authorization to work in Canada.
• Bilingualism (French / English) – Need to interact on a regular basis with colleagues across the country.

#LI-Hybrid

What we offer

Working here means you’ll be empowered to be and do your best every day. Here is some of what you can expect as a permanent member of our team:

• A financial rewards program that recognizes your success
• An industry leading Employee Share Purchase Plan; we match 50% of net shares purchased
• An extensive flex pension and benefits package, with access to virtual healthcare
• Flexible work arrangements
• Possibility to purchase up to 5 extra days off per year
• An annual wellness account that promotes an active and healthy lifestyle
• Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues
• A dynamic workplace learning ecosystem complete with learning journeys, interactive online content, and inspiring programs
• Inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities
• Inspiring leaders and colleagues who will lift you up and help you grow
• A Community Impact program, because what you care about is a part of what makes you different. And how you contribute to your community should be just as unique.

We are an equal opportunity employer

At Intact, we value diversity and strive to create an inclusive, accessible workplace where all individuals feel valued, respected, and heard.

If we can provide a specific adjustment to make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity. We’ll work with you to meet your needs.

Click here to review other important information about the hiring process, including background checks, internal candidates, and eligibility to work in Canada.

If you are an employee of Intact or belairdirect, please apply for this role on Contact People.

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