Senior Manager, Customer Insights

Job title: Senior Manager, Customer Insights

Job description: Referred applicants should not apply directly to this role.

All referred applicants must first be submitted through Workday by a current Loblaw Colleague.

Location: 1685 Tech Ave, Mississauga, Ontario, L4W 0A7

Take ownership and find more ways to care about our local store owners in a career at Shoppers Drug Mart Central Office / Store Support. Provide great service, specific expertise and actionable advice to support Associate-Owners and their staff in delivering the best health, beauty and convenience services to Canadians.

Why this role is important?

Senior Manager, Customer Insights

Location: Mississauga, ON

COVID-19 is a serious condition and has had a devastating impact on Canadians and others across the globe. As a leading Health and Wellness provider for millions of Canadians, our goal is to help all Canadians “Live Life Well”.

In support of this goal, we have adopted a COVID-19 Vaccination Policy to protect the health and well-being of our employees as we continue our phased approach of office reopening. Employees will be required either to be fully vaccinated or undergo regular COVID-19 Rapid Antigen Screening in order to access the workplace.

Basic Function

Reporting to the Director, Specialty Programs, the Senior Manager, Customer Insights will be responsible and accountable for leading the advanced analytics and reporting and delivering actionable insights to help drive positive patient outcomes. You will play a key role in understanding and anticipating the needs of our client partners to help deliver and transform our patient support programs. The ideal candidate has extensive analytics experience, strong communication and leadership skills, and business acumen. You have a passion for analyzing

and driving data driven insights and you are excellent at communicating the story the data is telling.

What you will do:

• Directly manage all advanced analytical activities and lead analysis driven insights with recommendations to improve patient access, outcomes and transformative program design.

• Provide thought leadership into the Data and Predictive Analytics Strategy throughout the design,

development and deployment stages of CRMs and other data applications.

• Lead the development, maintenance, and enhancement of large-scale data mining models in support of all program and real-world evidence intelligence initiatives. Focus on automation and utilizing technology to provide repeatable solutions.

• Perform analysis, translating data into actionable insights and develop presentations for business reviews (data gathering, analysis, story building, and communication to stakeholders).

• Provide holistic analyses across a wide range of data sources, including ways to leverage existing enterprise data and information, to deepen our understanding of our customers and sharpen our strategy.

• Based on understanding trends in our customer behavior, proactively prepare presentations for senior

management as to opportunities and challenges within our customer base.

• Lead the data requirements for program launches and transitions.

• Guide the development of the CRM / data repositories and Data Mining solutions using best practices and the latest developments in the industry.

• Help maintain the Data Mining tools and frameworks, including all prerequisite components and the add-ons

• Help to apply upgrades and patch releases as required.

• Collaborate with other teams within Analytics, Operations, Marketing, IT, Sales and Customer Service in the development and deployment of the predictive models. Subsequently, conduct strategic reviews of performance using data driven insights to explain trends and identify key learnings.

• Monitor reporting performance and make ongoing corrections by executing extensive report testing

strategies.

• Report all Adverse Events (AE) and Product Technical Complaints (PTC) immediately or as soon as possible

upon becoming aware of the event as per current policies and procedures.

• Oversee workload and provides staff supervision to ensure that work is done accurately, efficiently and maintains the integrity and overall business strategy. Also ensuring implementation complies with policies, procedures and standards as well as best working practices.

• Ensure the team has the right tools, processes and agile principles in place to deliver work that is on time and to specification.

• Manage, lead and mentor direct reports including regular coaching, performance reviews, with clear role expectations and project definition.

What you will need:

• Post-Secondary education equivalent to a university degree in numerate or analytical discipline such as Mathematics, Computer Science, or Engineering. (Candidates with the equivalent of a Master’s degree in a relevant subject including, but not limited to Mathematics, Engineering, Business Administration, Marketing, Operational Research, Economics, Statistics, Computer Science or a related field will be preferred).

• 5+ years in healthcare analytics, CRM, or a related analytical field with a strong preference for experience working with or in the pharmaceutical industry and/or patient support programs.

• 5+ years of Applied Statistics, Data Mining, Database Marketing or Machine Learning.

• Advanced knowledge and experience (5+ years) of data preparation and data analysis leveraging RDMBS data tools such as SQL and able to query relational databases using BI software.

• Proven leadership experience and strong interpersonal skills.

• Proven collaboration ability by creating strong relationships and effectively working across multiple

stakeholder groups, cross-functional groups, departments and leadership teams both within and outside the organization.

• Experience in creating and presenting analysis with insights to stakeholders/clients, using advanced

storytelling skills.

• Demonstrated ability to unite disparate, often complex sources of customer information such as market

research data with internally generated transactional data and transform into actionable insights, tactics and strategies.

• Excellent communication skills including verbal, written and data visualization with experience creating clear, concise and professional documents.

• Demonstrated strong business acumen – provides recommendations and highlights financial implications to the business for achieving buy-in.

• Able to design models, reports and dashboards and oversee their development into production.

• High level of initiative to prioritize work amid competing demands and take projects from the briefing phase to the delivery of final reports/presentations with minimal supervision.

Why work at Shoppers Drug Mart?

Acting as consultants, supporting internal customers and the Associate-Owners, you will get experience unique to the retail industry while working for an award-winning national brand. Benefit from a purchase discount program, competitive pay and online learning through SDMU.

Take ownership of your work and find more ways to care about your work, co-workers, customers and community.

How You’ll Succeed:

At Shoppers Drug Mart Inc., we seek great people to continually strengthen our culture. We believe great people model our values, are authentic, build trust and make connections.

If that sounds like you, and you are open-minded, responsive to change and up to the challenges provided in a fast-paced retail environment, apply today.

Employment Type: Full time

Type of Role: Regular

Shoppers Drug Mart Inc. recognizes Canada’s diversity as a source of national pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create in our organization. Accommodation is available upon request for applicants with disabilities in the recruitment and assessment process and when hired.

In addition, we believe that compliance with laws is about doing the right thing. Upholding the law is part of our Code of Conduct – it reinforces what our customers and stakeholders expect of us.

Please Note: If you have Employee Self Service (ESS) on Workday, apply to this job via the Workday application.

Company: Shoppers Drug Mart

Expected salary:

Location: Mississauga, ON

Job date: Wed, 08 Dec 2021 03:58:57 GMT

Job Source: Careerjet.ca

Click Here to Apply