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Company Name
World Vision Canada
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Are you looking for more than a job? At World Vision Canada we offer challenging careers that change the lives of children all over the world and it will change yours too. Come and be part of a team of over 500 Canadians with a vision for the world:
Life in all its fullness for every child.
You will experience Christian faith in action helping to make real and lasting change in the lives of the world’s most vulnerable children. Join the World Vision Canada team and be part of a powerful and effective force for good:
For Children. For Change. For Life.
Job Description:
The Manager, Multicultural Experience applies leading practices in customer experience to design the elements of the multicultural persona and journeys.
• Considers the multi-channel customer experience, planned enhancements, functionality in identifying the marketing activities to support a variety of ethnic preferences.
• Drives the development and execution of the marketing activities for the segment with relevant marketing teams.
• For the multicultural segments, be the subject matter expert to define the specific customer journey and to derive insights and make recommendations based on analytics. Ties data and insights back to specific pipeline activities.
Duties and responsibilities:
• Accountable for researching, defining and developing the multicultural customer segment (including many ethnicities and Quebec) and its end-to-end lifecycle, detailed customer personas, journey maps and detailed forecasts of Return on Investment (ROI) benefits to be realized; ensuring collaboration between all Customer Segment Managers.
• Play an integral role in campaign, product and channel planning process; driving the process from a multicultural perspective – including evaluating ROI on ethnic / Quebecois campaigns and products.
• Work with Customer Data & Insights and Products & Channels teams to determine appropriate plan and Key Performance Indicators (KPIs) for the multicultural customer segment.
• Coordinate and collate KPIs (engagement, retention, income per donor) and present on a real time, weekly, monthly, quarterly and annual basis for the multicultural segment.
• Initiate and drive multi-channel targeted marketing efforts in collaboration with Channels.
• Serve as the customer segment journey subject matter expert and advisor for multicultural / Quebec markets and segments.
• Work with Customer Data & Insights to collect individual customer segmentation engagement and feedback data from multiple sources and channels and socialize customer intelligence, analytics and insights among stakeholders to facilitate improved performance.
• Understand, test and target marketing initiatives and understand how it impacts/optimizes the customer experience.
• Collaborate with multicultural Regional Church Advisors to gain insight into ethnic ministry requirements and desires; build into strategic plan as appropriate.
• Develop executive management presentations to communicate changes/updates in customer segments, personas and behaviours.
• Collaborate with New Product & Channel Innovation teams to introduce new customer experience concepts, and with Digital Marketing to ensure coordination of digital marketing campaigns with related campaigns in traditional channels.
Job Requirements:
• Bachelor’s degree in Business with a specialization in Marketing or related field.
• Minimum 5-7 years marketing experience with 2 years in a leadership role, with a strong focus on multicultural marketing strategy and execution.
• Demonstrated marketing experience through various channels to acquire customers; fundraising experience an asset within various ethnic markets.
• Strong leadership and ownership of multicultural segments.
• Ability to relate to ethnic communities and a willingness to test and learn new strategies as charitable behaviour changes.
• Self-directed and able to navigate and integrate with several different departments to perform cross-functional tests.
• Strong knowledge of various cultures in a Canadian context.
• Demonstrated organizational, project management, financial, communication and analytical skills.
How to Apply:
World Vision is committed to the protection of children; all offers of employment will be conditional upon the successful completion of reference checks and a Police background check. Qualified candidates must be able to demonstrate a commitment to the core values and mission of the World Vision partnership.
World Vision Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
Interested applicants are asked to complete an online application via our careers website:
https://canr53.dayforcehcm.com/CandidatePortal/en-US/wvc/Posting/View/1291
This posting will remain open until the position is filled
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