Job Title: Manager, Global Customer Centricity

Location: Toronto ON (Hybrid)

Candidate Value Proposition:

The successful candidate will benefit from a competitive salary and comprehensive benefits package. This role offers a dynamic career path with opportunities to grow both professionally and personally. With a hybrid work policy (three days in-office), it supports a healthy work-life balance. The position also includes ample opportunities for professional development, leadership, and cross-functional collaboration.

Project Overview:

We are undertaking a transformational initiative that places the customer at the core of all decision-making. This role is central to advancing a customer-centric culture across the organization. You will help bring this vision to life by leading storytelling efforts that forge emotional connections, elevate customer-focused strategies, and drive meaningful engagement through internal and external communications.

Typical Day in the Role:

• Collaborate with internal partners to gather compelling customer stories that demonstrate real-world impact.
• Create engaging content from these stories to foster emotional resonance and organizational alignment.
• Publish and promote stories on a weekly cadence to maintain a strong, consistent narrative.
• Partner with global stakeholders, including teams across Asia, to ensure broad, inclusive reach.
• Support global customer initiatives by contributing to content creation, newsletters, and internal PR efforts.

Key Responsibilities:

• Showcase Customer Impact: Build a strategic framework to highlight how the organization is positively affecting customers' lives and how internal teams contribute to that success. Develop content and tactics that deepen organizational engagement.
• Communicate Value of Customer Experience: Highlight the tangible benefits of customer-first initiatives through compelling storytelling that supports a culture shift.
• Unify Messaging: Work with segment and global communication teams to align messaging, positioning, and tone. Reinforce the customer mission across the organization and foster pride in the brand.
• Lead Cultural Transformation: Support and lead programs aimed at evolving the corporate culture to a customer-first mindset. This includes project coordination and change management.

Required Qualifications:

• Bachelor's degree in Business, Marketing, Communications, Journalism, or a related discipline
• 4+ years of experience in high-paced environments such as management consulting, internal/corporate communications, digital/tech consulting, internal strategy, or customer experience
• Exceptional writing and storytelling ability, with a talent for simplifying complex concepts
• Proven experience in various corporate communication domains (strategy, transformation, culture, brand)
• Strong proficiency in creating engaging materials using tools such as PowerPoint

Soft Skills:

• Superior communication and interpersonal skills with an ability to influence and build consensus
• Strong organizational skills with the ability to manage multiple projects simultaneously
• Comfortable with constant change and organizational transformation
• Detail-oriented, creative, and proactive
• Team player with high emotional intelligence and empathy

Preferred Qualifications:

• Experience supporting large-scale initiatives in a complex organizational environment
• Global or cross-regional work experience
• Background in advertising or creative agency environments
• Knowledge of external communications and thought leadership
• Interviewing experience and journalistic approach to storytelling
• Graphic design skills and familiarity with creative tools (e.g., Adobe Suite: Photoshop, Illustrator, Premiere)

Ideal Candidate Traits:

• Passionate about storytelling and uncovering authentic human experiences
• Comfortable operating in a matrixed, corporate setting
• Strong visual communication and presentation skills
• Ownership-driven, results-oriented, and structured thinker
• Collaborative and experienced in leading cross-functional initiatives

What We Offer:

• A values-driven workplace focused on integrity, innovation, and inclusion
• Career growth opportunities and continuous learning support
• A collaborative, forward-thinking team environment
• Commitment to social impact, sustainability, and diversity, equity, and inclusion