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World Vision Canada

Manager, Customer Segment



Company Information

We bring life-saving support in times of disaster. We help poor communities to take charge of their futures. We provide small loans and training that boost family livelihoods. We work with policy makers to change the way the world is run. Our Christian faith teaches us that every child, regardless of gender, faith or race, is a precious gift to the entire world - and that their wellbeing concerns us all. We shall never rest while children suffer in situations that can be changed.

Job Description

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, Customer Segment applies leading practices in customer experience to design the elements of the customer persona and journeys.  He/she will consider the multi-channel customer experience, planned enhancements, functionality in identifying the marketing activities to support customer preferences.  He/she drives the development and execution of the marketing activities for the segment with relevant marketing teams.  For their respective customer segment, is 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 a specific customer segment and its end-to-end customer lifecycle, detailed customer personas, journey maps and detailed forecasts of ROI benefits to be realized.

  • Play an integral role in campaign, product and channel planning process; driving the process from a customer perspective

  • Work with Customer Data & Insights and Products & Channels teams to determine appropriate plan and KPIs for specific customer segment.

  • Coordinate and collate key KPIs (engagement, retention, income per donor) and present on a real time, weekly, monthly, quarterly and annual basis per customer segment.

  • Initiate and drive multi-channel targeted marketing efforts in collaboration with Channels

  • Serve as the customer segment journey subject matter expert and advisor.

  • 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 Digital Marketing about impact of emerging technologies and behaviours on customer journeys • 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 customer focused marketing strategy and execution.

  • Demonstrated marketing experience through various channels to acquire and retain customers; fundraising experience an asset.

  • Strong leadership and ownership of customer segment.

  • Ability to think like the customer and a willingness to test and learn as Canadian charitable behaviour changes.

  • Self-directed and able to navigate and integrate with several different departments to perform cross-functional tests.

  • 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:

Application Deadline: March 31, 2017

Contact Information

World Vision Canada
Posting Date: 16-Mar-2017Marketing/Advertising/PR Permanent, Full-Time Open 1 ASAP
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