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About the Role

The Associate Manager, Voice of Customer Platform & Program is responsible for the day-to-day operation, governance, stakeholder support, and continuous improvement of CTC’s Voice of Customer platform and program. This role ensures the effective administration of customer feedback systems, supports stakeholders across the organization, and drives ongoing enhancements that maximize the value of customer listening, feedback data, and actionable insights. This role acts as the primary business owner for the Voice of Customer platform and program (Medallia), partnering with various teams to ensure effective governance, performance, adoption, and business value creation.

Responsibilities

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.
Support reporting, analytics, text analytics and closed-loop feedback capabilities to help stakeholders leverage customer feedback.
Monitor survey performance, platform health, user adoption and data quality, identifying opportunities for improvement.
Drive continuous improvement initiatives that enhance customer listening capabilities, reporting, closed-loop feedback processes and overall program effectiveness.
Partner with Customer Research to identify opportunities to generate greater business value from customer feedback data.

Requirements

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, customer feedback or customer experience management platform — is required.

Skills

Voice of Customer platform operations
User provisioning
Account management
Access requests
Troubleshooting
Support
Data requests
Survey inquiries
Reporting
Platform administration
Program documentation
User guides
Training materials
Privacy and customer data requests
Stakeholder management
Platform enhancements
Issue resolution
Roadmap priorities
Training
Onboarding
Reporting
Analytics
Text analytics
Closed-loop feedback
Survey performance monitoring
Platform health monitoring
User adoption monitoring
Data quality monitoring
Continuous improvement initiatives
Customer listening capabilities
Analytical skills
Problem-solving skills
Cross-functional initiatives
External vendor management
Strategic thinking
Communication skills
Facilitation skills
Relationship-management skills
Medallia
Enterprise Voice of Customer platform
Customer feedback platform
Customer experience management platform

Location

Canada

Work Type

Full-time

Experience Level

Associate Manager
3-5+ years

Education Level

University degree or equivalent experience

Salary/Compensations

$90,000.00 - $105,000.00 CAD

Benefits

Competitive salaries and wages
Store discounts
Supported learning through our Triangle Learning Academy
Canadian Tire Profit Sharing
Retirement and savings programs for eligible employees
Enhanced flex benefits program
Mental health benefits in the amount of $5,000 per year for benefits-eligible employees and their families
Total well-being
Mental health tools and resources for all employees

About the Company

Canadian Tire Corporation, Limited (“CTC”) is one of Canada’s most admired and trusted companies.
With more than 90 Owned Brands, over 1,600 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.

Equal Opportunity

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.
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.