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.
Acting as the primary business owner for the Voice of Customer platform and program (Medallia), the incumbent partners with Dealers, Store Operations, Banner teams, Customer Research, Privacy, IT/Data teams, and external platform partners to ensure effective governance, performance, adoption and business value creation across the organization.
What You'll Do:
Program Operations & Administration
- 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.
Program Governance & Stakeholder Support
- 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.
Insights & Continuous Improvement
- 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.
What You'll Bring:
- 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.
Success Measures:
- Reliable and efficient day-to-day Voice of Customer platform operations (Medallia).
- Strong stakeholder satisfaction, platform adoption and confidence in the Voice of Customer program.
- Effective management of access, privacy and governance requirements.
- Timely resolution of support and operational issues.
- Delivery of platform and program enhancements, including roadmap priorities and continuous improvement initiatives.
- Increased utilization of customer feedback and insights to support business decision-making.
Our typical hiring range is between $90,000.00 and $105,000.00 CAD. Salary decisions are also dependent on other factors such as your experience, industry benchmarks, internal equity and other role-specific requirements. For critical roles, the compensation offering will be reviewed to ensure alignment with market rate and conditions and the unique value you bring to the role.
This posting represents an existing vacancy within our organization.
We may use artificial intelligence tools as part of our recruitment process to assist in the initial screening of resumes. All hiring decisions, including candidate evaluation, selection, and disposition, are made by human recruiters.
About Us
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.
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.
