Channel Innovation Manager

Date: Feb 19, 2021

Location: Toronto, ON, CA, M4Y 2Y5

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 fuels us, and moments define us.


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: None
Posting Category/Function: Call Centre Operations & Operations Support
Requisition ID: 212545
Together, we'll make more possible, and these six shared values guide and define our work:
  1. Our people are at the heart of our success
  2. Our customers come first. They inspire everything we do
  3. We do what’s right, each and every day
  4. We believe in the power of new ideas
  5. We work as one team, with one vision
  6. 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 


Job Segment: Manager, Marketing Manager, CRM, Product Marketing, Call Center, Management, Marketing, Technology, Customer Service

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