Personalization, Optimization & Mobile App Specialist – Rogers Communications – Toronto, ON

Company: Rogers Communications

Location: Toronto, ON

Expected salary:

Job date: Sat, 23 Nov 2024 23:33:24 GMT

Job description: At Rogers, we put our customers first in everything we do! We’re growing our Customer Experience teams and are looking for team members who are committed to showing our customers and Canadians that we support them through their journey. Our Customer Experience team is enthusiastic, empathetic, and moved to make a difference -we’re passionate about people and ready to provide the ultimate customer experience to our customers. At Rogers, we’re committed to connecting Canadians. Ready to build a rewarding career with us? If so, consider the following opportunity:Job Title: Personalization, Optimization & Mobile App SpecialistReporting to the Director, Digital Data Analytics & Performance, the Personalization, Optimization & Mobile App Specialist, will play a pivotal role in building and executing a robust personalization strategy for mobile applications, with a strong focus on enhancing customer service journeys for Rogers’ digital active customers. This role is dedicated to creating and refining personalized experiences that meet user needs, streamline support interactions, and drive engagement and satisfaction throughout the customer lifecycle.In collaboration with product, content, design, marketing, product, and digital analytics teams, you will develop use cases that leverage data-driven insights to improve service journeys within mobile apps. You will design and implement tailored customer experiences that not only meet business goals but also enhance customer support and service efficiency as well as reducing customer care calls.The role of the Personalization, Optimization & Mobile App Specialist requires a combination of technical expertise, strategic thinking, and leadership abilities to transform data into actionable insights that drive growth and efficiency for Rogers.What you will do:Strategic Leadership:

  • Define and implement a personalization strategy focused on optimizing mobile service journeys, making interactions smoother and more intuitive for Rogers’ digital active customers in need of support or service assistance.
  • Develop specific use cases for mobile app personalization that address service-related pain points, such as proactive support prompts, tailored self-service options, and automated issue resolution pathways.
  • Establish KPIs and performance metrics to track the effectiveness of personalization efforts, focusing on key service journey outcomes, including reduced support time, increased user satisfaction, and improved app engagement.

Use Case Development & Implementation:

  • Work with cross-functional teams to identify high-impact service journey touchpoints that can benefit from personalization, such as onboarding, troubleshooting, and account management.
  • Create personalized messaging, content, and recommendations tailored to user segments based on behavior, preferences, and service history to provide a seamless experience during service interactions.
  • Drive A/B and multivariate testing to validate personalization use cases, iterating based on data-driven results to enhance customer experiences.

Data-Driven Insights for Service Optimization:

  • Utilize analytics tools to gather data on user interactions within service journeys, using these insights to inform personalization strategies that anticipate and respond to customer needs.
  • Collaborate with data science teams to develop predictive models that identify when users may need proactive support or relevant service options.
  • Regularly analyze performance data to assess the impact of personalization efforts, identifying opportunities to refine approaches and meet evolving service needs.

Performance Tracking & Reporting:

  • Partner with digital analytics and performance teams to track key personalization metrics, such as engagement, conversion, resolution rates, and customer satisfaction, particularly within service interactions.
  • Develop and deliver reports on personalization initiatives to key stakeholders, highlighting performance against goals and providing insights for future optimizations.
  • Utilize advanced analytics and reporting tools to visualize and communicate the impact of personalization on service journeys, ensuring alignment with broader business objectives.

Cross-Functional Collaboration for Service Excellence:

  • Collaborate with product, design, UX, and customer service teams to integrate personalization seamlessly into mobile service experiences, ensuring a cohesive journey from troubleshooting to resolution.
  • Partner with support teams to align personalization strategies with service objectives, such as reducing call center volume and increasing app-based self-service.
  • Work closely with design, UX and CRM teams to ensure that personalized content aligns with the overall brand message while addressing specific service journey needs.

Innovation & Trends in Service Journey Personalization:

  • Stay current with industry trends in mobile personalization, particularly within telecommunications service journeys, incorporating best practices to continuously enhance the user experience.
  • Experiment with new personalization approaches and technologies to improve the service journey, such as AI-driven support prompts, contextual service messages, and predictive service recommendations.

What you will bring:

  • Education: Bachelor’s degree in marketing, data science, business, or a related field (Master’s degree preferred).
  • Experience: 3+ years of experience in digital journey optimization with a proven track record of re-imagining digital customer service and support journeys.
  • Telecommunications Expertise: Experience in the telecommunications industry is a must, with a strong understanding of customer service and support journeys and optimization.
  • Customer Service & Support: Background in customer service or support functions is a significant bonus, providing valuable insight into customer needs and expectations within support journeys.
  • Technical Skills: Proficiency in personalization and mobile application platforms (e.g., Adobe Target, Firebase, Localytics, Braze, etc), digital analytics and experience tools (e.g., Google Analytics, Adobe Analytics, Dynatrace, Quantum Metric, etc), and A/B testing methodologies.
  • Data Analytics: Strong analytical skills to interpret data and derive actionable insights.
  • AI Application: Experience applying AI-driven use cases for digital customer experience and workflow management that can be applied to the personalization of customer service and support journeys.
  • Communication Skills: Excellent storytelling and presentation skills, with experience conveying data-driven insights to leadership and cross-functional teams.
  • Project Management: Strong project management experience, with the ability to handle multiple priorities and drive projects to completion on time and within scope.
  • Adaptability: Ability to work in a fast-paced, dynamic environment, with a focus on collaboration, innovation, and continuous improvement.

To protect our people, brand and assets, a pre-employment background check will be conducted. As part of our selection process, all candidates must clear a criminal/credit background check and ID verification. ​Schedule: Full time
Shift: Day
Length of Contract: No Selection
Work Location: 333 Bloor Street East (908), Toronto, ON
Travel Requirements: Up to 10%
Posting Category/Function: Digital & Program Management
Requisition ID: 317743At Rogers, we believe the key to a strong business, is a diverse workforce where equity and inclusion are core to making everyone feel like they belong. We do this by embracing our diversity, celebrating our different perspectives, and working towards creating environments that empower our people to bring their whole selves to work. 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 by removing any barriers for equal participation. We work with our candidates who are experiencing a disability 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 .Posting Notes: CorporateLocation:Toronto, ON, CABeing a Rogers team member comes with some great perks & benefits including:· Health & well-being benefits
· Donation matching
· Paid time off for volunteering
· Wealth Accumulation including: Pension plan & Employee stock options
· Generous employee discounts
· Leadership development, Mentorship, and Coaching programs*available for full-time and part-time permanent employees, some restrictions applyLooking for career guidance and inspiration?Catch up on the latest episodes of podcast with Dr. Sonia Kang.

Rogers is looking for team members who are passionate about providing the ultimate customer experience. They are currently hiring a Personalization, Optimization & Mobile App Specialist to focus on enhancing customer service journeys for digital active customers. The role involves defining and implementing a personalization strategy, developing use cases, analyzing data, tracking performance, collaborating with various teams, and staying current with industry trends. Candidates should have a Bachelor’s degree, 3+ years of digital journey optimization experience, telecommunications expertise, technical skills, and strong communication abilities. Rogers values diversity and inclusion in the workplace and encourages candidates with disabilities to apply. The company offers a range of benefits and perks for employees.

Manager, Digital Strategy, Member Personalization – Manulife – Toronto, ON

Company: Manulife

Location: Toronto, ON

Expected salary:

Job date: Sat, 09 Nov 2024 02:02:54 GMT

Job description: This role offers a unique opportunity to lead the charge in our digital transformation strategy by developing and executing innovative member engagement initiatives. As the Manager of Member Personalization, you will be instrumental in personalizing the member experience, collaborating with cross-functional teams, and driving key performance indicators (KPIs). This position allows you to leverage your expertise in digital product engagement and data analysis to optimize member communications and engagement. By joining our team, you will be empowered to grow your career in a supportive and flexible environment that values well-being and inclusion, while shaping the future of our digital strategies.Position Responsibilities:· Deliver personalized member communications in collaboration with data, marketing, product, and technology teams.· Build knowledge of available data, analyze trends, and develop targeting models for future communications.· Lead post-campaign performance analysis to refine strategies based on insights.· Act as a subject matter expert to define and monitor KPIs, identify focus areas, and track progress towards goals.· Plan and prioritize the digital platform communications roadmap, maintaining and optimizing ongoing communication strategies.· Be the owner of existing trigger-based communication, identify optimizations and work with relevant teams to transform these communications.Required Qualifications:· 6 years of relevant experience, including digital product engagement and communications strategy.· Experience executing digital campaign strategies and utilizing data-driven insights.· Proficiency in Adobe Analytics and Power BI for performance analysis.· Experience in cross-functional project management with attention to detail.· University degree; MBA or other business-oriented education is an asset.Preferred Qualifications:· Experience with digital health businesses, services, platforms, and/or assets.· Comfortable managing in an ambiguous environment.· Strong data analysis and presentation skills.· Excellent communication and relationship-building abilities.· High level of self-motivation and keen sense of ‘owning’ initiatives.· Adaptability and flexibility in managing multiple priorities.When you join our team:· We’ll empower you to learn and grow the career you want.· We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.· As part of our global team, we’ll support you in shaping the future you want to see.#LI-HybridAbout Manulife and John HancockManulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit .Manulife is an Equal Opportunity EmployerAt Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact .Primary Location Toronto, OntarioWorking ArrangementHybridSalary range is expected to be between $84,375.00 CAD – $151,875.00 CADIf you are applying for this role outside of the primary location, please contact for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact for more information about U.S.-specific paid time off provisions.

This position as Manager of Member Personalization offers the opportunity to lead digital transformation initiatives, personalize member experiences, and collaborate with cross-functional teams to drive key performance indicators. Responsibilities include delivering personalized member communications, analyzing data trends, and refining strategies based on insights. Required qualifications include relevant experience in digital product engagement, while preferred qualifications include experience in digital health businesses. The role offers opportunities for career growth in a supportive and inclusive environment. Manulife is an equal opportunity employer that values diversity and inclusion. Salary range is between $84,375.00 CAD – $151,875.00 CAD. Benefits include health, dental, mental health, and retirement savings plans.

Personalization Operations Manager – Sobeys – Stellarton, NS

Company: Sobeys

Location: Stellarton, NS

Expected salary:

Job date: Sat, 05 Oct 2024 22:19:27 GMT

Job description: Requisition ID: 185590 Career Group: Corporate Office Careers Job Category: Digital Product Management Travel… including weekly mass basket builders, personalized offers, supplier funded offers, department level offers, digital exclusives…

The content describes a job opportunity in Digital Product Management within the corporate office of a company. The role involves managing various types of offers, including weekly mass basket builders, personalized offers, supplier funded offers, department level offers, and digital exclusives.

Title: Customer Service Representative

Location: Calgary, AB

Company: Sports Experts

Job Type: Full-time

Salary: Not specified

Job Description:

Sports Experts is looking for a passionate and energetic Customer Service Representative to join our team in Calgary, AB. The ideal candidate will be responsible for providing exceptional customer service, answering inquiries, and assisting customers with product selections. The Customer Service Representative will also be responsible for processing sales transactions, handling returns, and maintaining a clean and organized work environment.

Requirements:
– Previous experience in retail or customer service is preferred
– Strong communication and interpersonal skills
– Ability to work in a fast-paced environment
– Team player with a positive attitude
– Flexibility to work evenings, weekends, and holidays

If you are a customer service-oriented individual who is passionate about sports and enjoys working in a dynamic team environment, we want to hear from you. Apply now to join our team at Sports Experts in Calgary, AB!

Personalization Operations Manager – Sobeys – Stellarton, NS

Company: Sobeys

Location: Stellarton, NS

Expected salary:

Job date: Sun, 06 Oct 2024 06:15:12 GMT

Job description: including weekly mass basket builders, personalized offers, supplier funded offers, department level offers, digital exclusives… and enhancements to the SOM platform Collaborate with Loyalty, Merchandising, Advanced Analytics, Martech and Digital Experience…

This content discusses the different types of offers and promotions available to customers, such as weekly mass basket builders, personalized offers, supplier funded offers, department level offers, and digital exclusives. It also mentions enhancements to the SOM platform to improve collaboration with departments like Loyalty, Merchandising, Advanced Analytics, Martech, and Digital Experience for a better overall customer experience.

Job Description

Job Title: Retail Sales Associate

Location: Vancouver, BC

Salary: $16.00 – $18.00 per hour

Job Type: Full-time, Permanent

Our client, a leading retail store in Vancouver, BC, is currently seeking a Retail Sales Associate to join their team. As a Retail Sales Associate, you will be responsible for providing excellent customer service, assisting customers with product selection, and processing transactions. The ideal candidate will have previous retail sales experience, excellent communication skills, and a passion for delivering outstanding customer service.

Key Responsibilities:
– Greet customers and provide assistance with product selection
– Process customer transactions accurately and efficiently
– Maintain a clean and organized store environment
– Assist with inventory management and stock replenishment
– Provide exceptional customer service at all times

Qualifications:
– Previous retail sales experience is preferred
– Strong communication and interpersonal skills
– Ability to work in a fast-paced environment
– Flexible schedule, including weekends and evenings
– Ability to lift and carry up to 50 lbs

If you are a team player with a positive attitude and a passion for retail sales, we want to hear from you! Apply now to join our client’s dynamic team.

Manager, Direct Digital Marketing – Personalization – Universal Parks & Resorts – Orlando, FL

Company: Universal Parks & Resorts

Location: Orlando, FL

Expected salary:

Job date: Thu, 05 Sep 2024 04:48:43 GMT

Job description: The Manager of Direct Digital Marketing will be responsible for leading a team in creating and executing innovative digital marketing strategies to drive brand awareness, customer engagement, and sales. This role requires a deep understanding of digital marketing channels, analytics, and trends, as well as the ability to collaborate with cross-functional teams to achieve business goals. The ideal candidate will have at least 5 years of experience in digital marketing, with a proven track record of successful campaigns and a passion for staying ahead of industry advancements. Strong leadership, communication, and analytical skills are essential for success in this role. Further details about the responsibilities and requirements will be discussed during the recruitment process. Join our team and utilize your talent to drive impactful results in the digital marketing space.

Marketing Personalization Product Manager – Artech Information Systems – Toronto, ON

Company: Artech Information Systems

Location: Toronto, ON

Expected salary:

Job date: Sat, 14 Sep 2024 22:47:24 GMT

Job description: We are currently seeking a Marketing Personalization Product Manager for a contract role with one of our clients in…. Experience owning the strategy definition and implementation backlog, coordinating with technology, business, and marketing…

Marketing Personalization Delivery Lead – Experis – Toronto, ON

Company: Experis

Location: Toronto, ON

Expected salary:

Job date: Sun, 15 Sep 2024 07:17:23 GMT

Job description: technology services and consulting worldwide; A Fortune Global 500 company), End Client: TBD (if any) is looking for a Marketing… Personalization Delivery Lead (Agile) with below skillsets: Full Details: Position Title: Marketing Personalization Delivery Lead…

A global technology services and consulting company is seeking a Marketing Personalization Delivery Lead with Agile experience. The end client is to be determined. The position requires specific skillsets and responsibilities related to personalization delivery in marketing.