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Senior Manager, Colleague Solutions

Loblaw Companies Ltd - Head Office

This is a Contract position in Brampton, ON posted May 2, 2022.

Referred applicants should not apply directly to this role.

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


1 Presidents Choice Circle, Brampton, Ontario, L6Y 5S5

Inspired by food? Committed to excellent service? So are we. 
At Loblaw, we are Food Lovers!
We are committed to our Colleagues and Customers and work hard to create a culture that allows us to be our authentic selves while working as a Team. We know that clear communication, collaboration and teamwork is the key to having a successful workplace.  

We're looking for talented colleagues who are excited about providing an exceptional shopping experience for customers and delighting them every step of the way!

Whether you are just starting your career, re-entering the workforce, or looking for a new job, this is where you belong. 

Why is this role important?

In the Customer Support Centre of Excellence (CoE), we aim to provide PC Financial, PC Optimum, Loblaw Digital, Loblaw Retail, and SDM Retail customers an effortless experience in the moments that matter.  We leverage technology, automation, and delivery optimization to improve customer and colleague experiences. We collaborate with technology and products teams to create synergy and deliver value.  We are nimble, agile and collaborative solving complex problems at pace. We run as one team, value diversity and dig deep to always know more

Role Overview:

This individual is responsible for ensuring the implementation and operation of Salesforce and other agent tools (i.e. DP) is in alignment with the strategic business objectives, and provide direction and support for daily operational activities.

What You'll Do:

  • Serve as the subject matter expert for Salesforce and other agent tools, providing analysis of existing functionality and providing insights to best practices.
  • Serve as a liaison between the technical staff, vendors and the project sponsors.
  •  Supervises, plans and evaluates the work of professional, technical and other support staff.
  •  Track progress and status of all Salesforce and other agent tool projects
  •  Provide end user support as necessary.
  •  Manage system changes without interruption to agent productivity.
  •  Gather requirements from the functional leaders and business units
  •  Manage the change control process.
  •  Manage new releases and efficiently roll out new features.
  • Provide support for defects as required
  •  Provide support functions and assists the Training department as needed.

What You'll Need

  • Experienced candidates must have at least 5 years of hands-on experience working as an implementor or administrator on the Salesforce platform
  • Experience in leading and delivering end to end solutions which could include strategy, design, development, testing and training
  • Experience working with agile methodologies
  • Strong analytical abilities and troubleshooting skills, combined with being detail-oriented
  • Excellent organizational, verbal, presentation/facilitation and written communication skills
  • Ability to work well with people including project stakeholders and project team members
  • Ability to work both independently and within a team environment

COVID-19 is a serious condition and has had a devastating impact on Canadians and others across the globe. As a leading Health and Wellness provider for millions of Canadians, our goal is to help all Canadians “Live Life Well”.    


In support of this goal, we have adopted a COVID-19 Vaccination Policy to protect the health and well-being of our employees as we continue our phased approach of office reopening.   Employees will be required either to be fully vaccinated or undergo regular COVID-19 Rapid Antigen Screening in order to access the workplace.

At Loblaw, we respect the environment, source products with integrity and make a positive difference in the community. 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.

Employment Type:

Full time

Type of Role:


Loblaw recognizes Canada's diversity as a source of national pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create in our organization. Accommodation is available upon request for applicants with disabilities in the recruitment and assessment process and when hired.   

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.