Manager, Global Customer Centricity

Our client is a top financial institution with significant North American holdings. They have operations across most major verticals, including institutional & corporate, wealth management, private client, commercial banking, treasury, and retail banking.

Introduction: Robertson is seeking a skilled Manager, Global Customer Centricity to join our client.

Contract Period: 7 months with potential to extend or convert

Pay Rate: Starting from $35 per hour

Location: Toronto, ON

Location Type: Hybrid; onsite 3 days per week

Business Hours: Monday to Friday; 9 AM to 5 PM

Job Responsibilities

• Bring Customer Stories to the Organization: Build a robust framework to highlight the impact we are having on our customers lives, including how our internal colleagues help deliver that impact through their respective roles. Create engaging content, programs, and tactics that drive audience engagement. Source, create, and maintain a steady stream of customer stories for the organization.
• Communicate the Value of Customer Experience Initiatives: Bring stories to the organization which highlight the business benefits of customer experience initiatives and leverage impactful storytelling to drive cultural transformation towards customer-centric goals.
• Collaborate and Build: Work closely with Segment and Global Communications to ensure consistent messaging, positioning, and language, creating a unified voice of the customer. Ensure colleagues are connected to our customer mission, understand our strategy and their role in it, take pride in our products and services, and are engaged in our customer-focused culture.
• Lead Cultural Change: Support the global culture change program, including project coordination/management and execution. Champion a global culture shift to prioritize customer-first thinking across all levels of the organization, including executives and business heads.
  
  

Experience & Qualification Requirements

• Experience supporting large-scale programs or initiatives in an organization
• International experience or experience working across a global organization
• Previous work in advertising or creative agency
• External communications and thought leadership experience
• Experience interviewing
• Skills in graphic design
• Proficiency in video storyboarding and creative services
• Familiarity with Adobe or other creative software (e.g., Photoshop, Illustrator, Premiere etc.)
• Excellent verbal and written communication skills with the ability to influence, negotiate, and build consensus effectively
• Ability to balance multiple projects and priorities within reasonable timelines
• Excellent verbal and written communication skills with the ability to influence, negotiate, and build consensus effectively
• High degree of comfort working in an environment of transformation, where change is constant
• Strong attention to detail
• Innovative, creative and proactive self-starter with a sense of urgency
• Excellent interpersonal and relationship management skills – ability to collaborate and be a team player with a high level of empathy
• ALL CANDIDATES MUST COMPLETE A CRIMINAL AND CREDIT CHECK AS PART OF THE APPLICATION PROCESS****
  
  

How to Apply: If you are a motivated professional looking to contribute to a leading team, please submit your resume outlining your qualifications and experience relevant to this role. Robertson & the clients we represent, value diversity and are committed to creating an inclusive workplace. We invite all qualified individuals to apply.

Robertson & the clients we represent are equal opportunity employers, committed to diversity and inclusion. Robertson is a certified diverse supplier and actively seeks to foster a representative and inclusive workforce. We welcome applications from all qualified individuals, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, Aboriginal status, or any other legally protected factors. We champion building a diverse and inclusive environment.