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Director, Customer Insights

Loblaw Companies Ltd - Head Office

This is a Contract position in Brampton, ON posted September 14, 2023.

Referred applicants should not apply directly to this role.

All referred applicants must first be submitted through Workday by a current Loblaw Colleague.

Come make your difference in communities across Canada, where authenticity, trust and making connections is valued – as we shape the future of Canadian retail, together. Our unique position as one of the country's largest employers, coupled with our commitment to positively impact the lives of all Canadians, provides our colleagues a range of opportunities and experiences to help Canadians Live Life Well®.

At Loblaw Companies Limited, we succeed through collaboration and commitment and set a high bar for ourselves and those around us. Whether you are just starting your career, re-entering the workforce, or looking for a new job, this is where you belong.

At Discount, our purpose is to Feed Everyone. With more than 500 Real Canadian Superstore, Maxi and No Frills locations across the country and over 70,000 colleagues, we provide Canadians with easy access to life’s necessities. In Discount, customers find outstanding freshness, great value and a broad assortment of products that will meet their needs, whatever their budget or tastes.

To Feed Everyone, we need to Be Everyone and as one of Canada’s Most Diverse Employers, we’re committed to Diversity, Equity and Inclusion. We have made it a priority to reflect our nation’s diversity not only in the products we sell, but also the people we hire, and the culture we create in our organization and division.

We promote leaders at every level and support our people to follow their passion. We have so much to offer, including a hybrid working model, comprehensive health and wellness benefits, on-site gym facility, Colleague Discount Program, Investment Savings programs and much more.

The Director, Business and Customer Insights will be the subject matter expert for Business and Customer Insights supporting the Discount Division. The Director will collaborate with Category, Loyalty, Marketing, & Promotional Planning teams across a wide range of initiatives. In close collaboration with the VP, Discount Analytics, the Director will develop market and customer intelligence to inform the divisional strategy. The team will provide analysis and insights into customer behavior and provide proactive recommendations to help drive action and results.

What you'll do:

  • Create an integrated view of customer behavior and preferences that adjusts to shifts in the operating environment.
  • Proactively develop customer insights to inform day-to-day trading decisions
  • Develop and implement customer strategies within the division to drive top- and bottom-line growth
  • Ensure Customer Insights team is tightly embedded within their division, while ensuring best practices are shared across divisions
  • Champion the use of customer data in our decision making
  • Demonstrates ability to communicate effectively across different forums amongst different audiences verbally and in writing (e.g. formal presentations, one-on-one meetings, in front of large audiences, with business leaders)
  • Coach, develop and mentor direct reports including the performance management and development of colleagues while considering on-the-job training needs for each colleague, arranging appropriate training, providing timely feedback, and succession planning

What You'll Need:

  • Strong team leader and ability to build and maintain effective cross functional relationships
  • Ability to influence across all levels of the organization
  • Strong business acumen
  • Innovative and customer centric
  • Strong leadership and collaboration skills
  • Excellent communicator across all levels the organization.
  • A strong understanding of the competitive landscape with a capacity to recognize and capitalize on opportunities.
  • Ability to gather and synthesize customer, competitor and market insight and information.
  • An effective change agent who possesses the influencing skills needed to help the organization adopt new ways of thinking and to embrace more sophisticated business tools.
  • Advanced business and financial acumen
  • Ability to deal with competing priorities
  • Working knowledge of SQL, Python is an asset
  • Previous loyalty/analytics experience an asset
  • 5+ years retail experience
  • 3-5 years of management level experience with direct reports

Our commitment to Sustainability and Social Impact is an essential part of the way we do business, and we focus our attention on areas where we can have the greatest impact. Our approach to sustainability and social impact is based on three pillars – Environment, Sourcing and Community – and we are constantly looking for ways to demonstrate leadership in these important areas. Our CORE Values – Care, Ownership, Respect and Excellence – guide all our decision-making and come to life through our Blue Culture. We offer our colleagues progressive careers, comprehensive training, flexibility, and other competitive benefits – these are some of the many reasons why we are one of Canada’s Top Employers, Canada’s Best Diversity Employers, Canada’s Greenest Employers & Canada’s Top Employers for Young People.

If you are unsure whether your experience matches every requirement above, we encourage you to apply anyway. We are looking for varied perspectives which include diverse experiences that we can add to our team.

We have a long-standing focus on diversity, equity and inclusion because we know it will make our company a better place to work and shop. We are committed to creating accessible environments for our colleagues, candidates and customers. Requests for accommodation due to a disability (which may be visible or invisible, temporary or permanent) can be made at any stage of application and employment. We encourage candidates to make their accommodation needs known so that we can provide equitable opportunities.

Please Note:
Candidates who are 18 years or older are required to complete a criminal background check. Details will be provided through the application process.