Manager – Marketing Customer Experience & Insights

Work Location:

Toronto, Ontario, Canada

Hours:

37.5

Line of Business:

Marketing

Pay Details:

$91,200 - $136,800 CAD

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs.

As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Job Description:

The Customer Experience and Insights (CX&I) Team are enterprise change agents who champion the voice of our customers today and tomorrow.  Our vision is to help the organization make decisions that are grounded in the voice of the customer to deliver the better bank.  Our mandate is to influence and inspire customer-centric decisions to drive action to deliver on our brand & customer promise. Guided by a bold CX vision, framework and guiding principles, this team influences TD-wide customer strategies through the development and day-to-day management of a customer experience measurement strategy, creating a holistic view of the customer and collaborating across TD to elevate the voice of the customer in everything that we do.  Members of the Customer Experience and Insights team demonstrate an unwavering dedication to development and success of the customer experience.

The Manager, Marketing Customer Experience & Insights – Corporate Reputation, ESG, CAPA, and Horizontal Marketing will report to the Senior Manager of North American Brand Insights in Canada while working collaboratively with US counterparts. 

This role is a full-time position based in Toronto, Canada. This is a hybrid role which includes working from home and working from the TD offices.

Job Details
What You'll Do
With a passion for understanding the consumer, you will lead the measurement of TD's sponsorship and citizenship communication efforts. This role will work with internal and external stakeholders from across the Marketing, research vendors and creative agencies to measure the effectiveness and return on investment for sponsorship and citizenship communications and provide recommendations for optimization.

Specific Accountabilities: 

• Lead foundational research to support TD's Corporate Reputation, ESG, CAPA, and Horizontal Marketing strategies using the most appropriate research methodologies (quantitative, qualitative, syndicated, desk research, etc.). This could include running research projects directly (e.g., programming quantitative surveys, building the reports, conducting respondent interviews etc.)

• Lead research to support testing and development of advertising campaigns. This includes providing recommendations to improve and optimize to key stakeholders to maximize marketing ROI.

• Responsible for overall project management including timelines, budgets, providing cross-functional stakeholder updates and getting alignment at key decision points.

• Act as a professional insights consultant to internal Business and Marketing partners specifically in support of Brand and Customer Experience. Leveraging consumer research to provide meaningful and actionable insights to drive business objectives and support decision making.

• Work closely with internal partners to understand annual objectives and plans, key business issues and proactively provide thought leadership, insight guidance and subject matter expertise.

• Continually seek new ways to better leverage external research partners through experimentation and efficiencies.

Job Requirements
What You Need to Succeed

• Undergraduate degree or relevant professional certifications, designations, or equivalent required. 

• 7+ years experience in any of the following areas: consumer insights, marketing research, brand communications measurement, sponsorship measurement.

• Strong Technical Skills: In market research, with experience with brand and sponsorship measurement, and advertising research.

• Familiarity with Corporate Reputation and ESG activities including experience with conducting research with diverse segments.

• Brand Acumen: Deep understanding of brand concepts, including long-term brand building, brand communications, brand strategy development.

• Business Acumen: Strong business acumen and business consulting skill set. Business minded individual who understands how data and insights can be leveraged for business impact.

• Proven ability to think and operate at a strategic level, however comfortable with details and guiding the execution of data analysis and market research.

• Project Management: Strong project management skills. Ability to lead and manage multiple projects and initiatives at once. Strong multi-tasking skills and working well under pressure. Ability to prioritize demonstrated through management and navigating conflicting priorities.

• Leadership: Demonstrated leadership and ability to lead and influence cross-functional projects.

• Critical Thinking: Exceptional listening skills, advanced critical thinking, and a curiosity to help stakeholders and partners appropriately assess investment decisions.  

• Communication: Strong verbal and written communication; confident interacting and presenting to stakeholders and partners at all levels including Senior and Executives, and drive toward business decisions and outcomes.

• Interpersonal Skills: Actively manages relationships within and across various business lines, corporate and/or control functions and ensures alignment with enterprise and/or regulatory requirements.

• Strong self-starter who takes initiative and is able to identify new opportunities and have the drive and ability to bring them to life and develop relationships with partners.

• Reporting: Ability to design creative and visual reports and presentations to effectively communication results and findings from data and insights projects/initiatives.

Who We Are:

TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues.

TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you’ve got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we’re here to support you towards your goals. As an organization, we keep growing – and so will you.

Our Total Rewards Package
Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs. Learn more

Additional Information:
We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home.

Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.

Colleague Development
If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD – and we’re committed to helping you identify opportunities that support your goals.
 

Training & Onboarding
We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.

Interview Process 
We’ll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation
Your accessibility is important to us. Please let us know if you’d like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.

We look forward to hearing from you!

Language Requirement (Quebec only):

Sans Objet