What you'll do

The Customer & Experience Strategy team plays a key role in CTC’s continued evolution to become a more customer-focused organization. We lead the ongoing performance management of CTC’s customer objectives, and work with cross-functional teams to continuously enhance our ability to assess root causes and identify actionable improvements. We also lead the integration of customer insights in key decision making processes across the company. As the lead of this team, the AVP Customer & Experience Strategy will play a key role in our continued transformation to being customer focused by integrating customer outcomes into the way CTC sets priorities, makes decisions, builds plans and measures success.

• Act as customer strategist for CTC and each BU to drive customer performance, partnering with leadership and data partners to define:

• Who are we targeting: who are our priority Segments / Customer groups?

• What do we want to deliver: what is our Customer Experience Vision?

• Why does it matter: what are our Customer Engagement objectives & how do they drive financial performance?

• Note: the focus and workload associated with each of these components will vary depending on the current evolution and business priority

• Work with Business Architecture and cross-functional teams to ensure customer objectives are embedded and prioritized within corporate strategies and business plans

• Lead the development and performance management of BU and Enterprise-level customer metrics/targets, ensuring connection to our Customer Strategy, and continuously evolving the role of customer outcomes in measuring the health of our business

• Lead BU and Enterprise-level customer storytelling for ongoing performance management processes including Board reports, Executive reviews, Investor messaging, and Dealer forums

• Accountable for identifying risks in achieving customer targets and ensuring proper governance processes are in place to drive actions in effective way

• Partner with cross-functional teams to design and establish new approaches to:

• Identify customer objectives and metrics connected to our Strategy

• Better understand customer outcomes and educate teams on the underlying drivers

• Demonstrate the result of various actions taken by the business to influence customer outcomes

• Prioritize analysis and actions accordingly

• Govern overall process to ensure the above happens in effective way

• Drive continuous improvement in the development and communication of customer performance including partnering with analytical teams to refine and build new metrics and models

• Identify and prioritize key opportunities across CTC for customer insights to be embedded in specific decision making processes

• Develop and lead robust programs/initiatives to determine how to embed the right insight in the right process at the right time

• Requires strong partnership and ability to rally cross-functional teams against a common goal, as well as knowledge of how to navigate CTC and drive scale

• Lead the ongoing evolution of how customer insights are shared broadly in order to drive actions and identify opportunities (e.g. Customer 360 process)

• Continuously identify opportunities to enhance insights through additional data sources, customer research, etc.

• Act as partner to cross-functional teams across the enterprise to provide customer data and insights as needed

• As the lead of a newer team at CTC, continue to refine mandate and roadmap and lead team in developing new capabilities and approaches, often in ambiguous environments

  What you bring

• 10+ years of demonstrated leadership of business teams including strategic planning, with operational components a strong asset

• Developed multi-horizon strategies and driven large-scale change programs within complex B2C organizations

• Delivery of customer-focused programs, informed by quantitative and qualitative insights, a strong asset

• Experience working with Dealer Partners a strong asset

• Navigated and have strong aptitude with the interpretation and application of customer and loyalty data

• Background that demonstrates structured problem-solving and the translation of data into insights through compelling storytelling

• Experience with CTC enterprise and BU level strategic & operational planning and performance management processes a strong asset

• This is a 13 month mat leave coverage

  Hybrid

  We value flexibility. We have adopted a hybrid work model whereby employees use a combination of working in office and virtually in service of outcomes. Each leader is empowered to decide what work is best achieved in person based on the unique needs of their team.

  #LI-NV1

About Us

Canadian Tire Corporation, Limited (“CTC”) is one of Canada’s most admired and trusted companies. With more than 90 Owned Brands, 1,700 retail locations, financial services, exemplary e-commerce capabilities, and exciting market-leading merchandising strategies. We dream big and work as one to innovate with purpose for our customers at every level of our business, investing in new technologies and products, and doubling down on top talent to drive the company forward. We offer competitive salaries and wages to CTC employees, as well as store discounts, supported learning through our Triangle Learning Academy, Canadian Tire Profit Sharing, and retirement and savings programs for eligible employees. As part of our enhanced flex benefits program, we offer mental health benefits in the amount of $5,000 per year for benefits-eligible employees and their families, including total well-being, and mental health tools and resources for all employees. Join us in helping to make life in Canada better through living and working our Core Values: we are innovators and entrepreneurs at our core, outcomes drive us, inclusion is a must, we are stronger together and we take personal responsibility. It is an especially exciting time to join CTC and its family of companies where career opportunities are wide-ranging! Join us, where there's a place for you here.

Our Commitment to Diversity, Inclusion and Belonging

We are committed to fostering an environment where belonging thrives, and diversity, inclusion and equity are infused into everything we do. We believe in building an organizational culture where people are consistently treated with dignity while respecting individual religion, nationality, gender, race, age, perceived ability, spoken language, sexual orientation, and identification. We are united in our purpose of being here to help make life in Canada better.

Accommodations

We stand firm in our Core Value that inclusion is a must. We welcome and encourage candidates from equity-seeking groups such as people who identify as racialized, Indigenous, 2SLGBTQIA+, women, people with disabilities, and beyond. Should you require any accommodation in applying for this role, or throughout the interview process, please make them known when contacted and we will work with you to help meet your needs.