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Channel Innovation Manager

Rogers Communications

This is a Full-time position in Toronto, ON posted April 27, 2021.

At Rogers, we connect Canadians to a world of possibilities and the memorable moments that matter most in their lives.

Every day we wake up with one purpose in mind.

To bring loved ones together from across the globe.

To connect people to each other and the world around them.

To help an entrepreneur realize their dream.

A sports fan celebrate a special moment.

Because we believe connections unite us, possibilities fuel us, and moments define us.

As we grow our team, the well-being of our team members remains our top priority.

To ensure the health and safety of our team members, including those in the recruitment process, our team members are temporarily working from home.

Rogers Customer Service Operations is seeking a Manager of Channel Innovation, eager to join our growing team.

You will create experiences that bring our brand to life and solve problems for our customers.

You will be focused on the Customer Service Operations Transformation program in the Customer Service Design group, improving how we engage with our customers.

As the Channel Innovation Manager you will be an integral part of executing the channel management strategy using new AI based technology.

You will be a key player in developing the strategy while owning the delivery of the execution phases.

What you’ll do: Lead a stream of work in the R4B Transformation program to operationalize capabilities of SalesForce Voice and SalesForce CRM Collaborate with cross-functional teams from IT, Product, Marketing, Sales, Digital and Customer Service to bring ideas from strategy to implementation Drive the customer channel strategy, finding consensus while balancing business value, technology needs, quality and customer experience Responsible for channel management best practices Prioritization of projects, while managing stakeholders through data driven decisions Champion the needs of various business stakeholders through the development process Management of cross-channel leads management stream leveraging the communication platform Define strategy for leveraging emerging channels such as RBM, interactive e-mail & mobile Plan & launch features, measure performance and continue to iterate to meet portfolio KPIs Continuously improve processes to maximize ROI Evangelize the Marketing Transformation vision What You Need to Succeed: Expertise with SalesForce CRM implementation in a large complex corporate environment Collaborative ability to elevate projects and ideas that are not your own Obsessed with delivering high quality products to market in a timely manner Curiosity to be resourceful and inventive at tackling complex challenges.

Ability to solicit alternative ideas & perspectives to understand the ”why” and not just the ”what”.

Expertise in presenting ideas, business rational and trade-off implications to senior leader audiences.

Bias toward action that is outcome focused Results-oriented team player who leads by example, holding themselves accountable for performance What you bring: Bachelor’s degree in Business, Technology or equivalent Experience with SalesForce CRM, Vlocity and/or AWS Connect A proven track record with 3 years of experience in a channel management role related to digital experiences with delivery in Agile, traditional & hybrid methodologies Schedule: Full time Shift: Day Length of Contract: Not Applicable (Regular Position) Work Location: 1 Mount Pleasant (083), Toronto, ON Travel Requirements: Up to 10% Posting Category/Function: Project Management & Call Centre Operations Requisition ID: 221572 Together, we’ll make more possible, and these six shared values guide and define our work: Our people are at the heart of our success Our customers come first.

They inspire everything we do We do what’s right, each and every day We believe in the power of new ideas We work as one team, with one vision We give back to our communities and protect our environment What makes us different makes us stronger.

Rogers has a strong commitment to diversity and inclusion.

Everyone who applies for a job will be considered.

We recognize the business value in creating a workplace where each team member has the tools to reach their full potential.

At Rogers, we value the insights and innovation that diverse teams bring to work.

We work with our candidates with disabilities throughout the recruitment process to ensure that they have what they need to be at their best.

Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work.

You matter to us For any questions, please visit the Rogers FAQ .

Posting Notes: Corporate