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Manager-Customer Journey Development

Location: Canada
Empl./Engagement Status: Permanent Full Time
Empl./Engagement Duration: Permanent
Closing Date:

* Job postings close at midnight, Eastern Time Zone (EST)


The Canadian Red Cross Society (CRCS), a non-profit, humanitarian organization is seeking a Manager, Customer Journey Development to join our Philanthropy Department.  This is a unique opportunity to work with a world recognized brand, humanitarian organization dedicated to helping Canadians, as well as the most vulnerable throughout the world.


Reporting to the Associate Director, Customer Experience Marketing, the Manager, Customer Journey Development identifies opportunities, prioritizes delivery, and oversees the execution and evaluation of the cross-channel donor journey experience at the Canadian Red Cross. You will work collaboratively with the fundraising channel teams as well as external vendors to build and optimize conversion funnels and activate new marketing capabilities in the process to drive donor lifetime value. This role has a key accountability to show net revenue gains and donor attrition declines which all add up to donor lifetime value.



Who you are:


With your exceptional experience in marketing and communications, you will be instrumental on issues and priorities that are national in scope.  You will have a curious, analytical mind and are dedicated to solving complex problems, automating processes and implementing actionable solutions across the donor lifecycle experience. You will understand how change impacts the journey as well as individual channel business objectives and will ensure all moving parts including data, content and process come together to provide a great experience for customers/donors.


You excel in a matrix environment and will understand and value the need to work collaboratively with colleagues in a structure that is designed around the philosophy of “One Red Cross”. 


You will Enjoy:


Culture: an organization that is guided by our fundamental principles of humanity, impartiality, neutrality, independence, voluntary service, unity and universality.


Opportunity: to work with the best and brightest in the non-profit field, in an environment that promotes continuous learning, creativity and collaboration.


Flexibility: alternative work arrangements and paid time off for those “life happens moments”


Employee Benefits: achieve a work/life balance for you and your new team with competitive vacation time, generous personal days and flexible work arrangements


Meaningful Work:  you will be making decisions and developing strategy that will create an impact at a global level



In this role you will:


  • Work closely with revenue channel, analytics and business operations leads to implement and manage cross-channel donor journeys.In coordination with Associate Director – Customer Experience Marketing, you will set project priorities, strategy and measures of success, as well as execute donor journey touchpoints through automation and behavioral marketing software

  • Coordinate day to day responsibilities with CX vendors by managing vendor relationships with a focus towards ensuring service deliverables are met and issues are identified, qualified and quantified when they arise by managing vendor relationships with a focus towards ensuring service deliverables are met and issues are identified, qualified and quantified when they arise;

  • Donor Research by coordinating with Manager, Customer Experience Research and Design to uncover key insights and relevant information about donors and donor segments

  • Participate in and implement external best practice loyalty and customer experience strategies by recommending best practices for embedding customer experience strategies in the philanthropic space.


We’re looking for:


  • University degree in marketing, communications, customer experience or related field

  • Minimum 3-5 years experience implementing customer/donor experience strategy and campaigns or an equivalent combination of education and experience.

  • Ability to plan, execute and analyze complex projects involving both internal staff and external vendors

  • Experience with Pointillist behavioral marketing software

  • Solid understanding of fundraising and direct marketing principles

  • Intermediate knowledge of market research

  • Past experience working in the humanitarian space an asset

  • Knowledge of Agile principles

  • Sound knowledge of project management

  • Basic knowledge of Microsoft PowerBI or comparable data visualization tools

  • Familiarity with loyalty marketing

  • Experience in leading customer experience initiatives

  • Customer-oriented with excellent service mindset and business acumen

  • Understanding of fundraising/philanthropy industry an asset

  • Basic knowledge in donor/customer journey mapping

  • Sound knowledge in basic analytical concepts

  • Ability to communicate in French an asset

  • Adobe CS skills an asset

  • PMP certification an asset

  • ScrumMaster certification an asset

  • Design portfolio an asset

  • Detail oriented and inquisitive mind


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