Associate Manager, Voice of Customer Platform & Program

The Associate Manager, Voice of Customer Platform & Program is responsible for the day-to-day operation, governance, stakeholder support and continuous improvement of CTC’s Voice of Customer platform and program. This role ensures the effective administration of customer feedback systems, supports stakeholders across the organization, and drives ongoing enhancements that maximize the value of customer listening, feedback data and actionable insights.

Acting as the primary business owner for the Voice of Customer platform and program (Medallia), the incumbent partners with Dealers, Store Operations, Banner teams, Customer Research, Privacy, IT/Data teams, and external platform partners to ensure effective governance, performance, adoption and business value creation across the organization.
What You'll Do:  Program Operations & Administration   Own day-to-day Voice of Customer platform operations, including user provisioning, account management, access requests, troubleshooting and support.
Manage support requests, data requests, survey inquiries, reporting needs, and platform-related issues.
Coordinate annual platform processes and maintain program documentation, user guides and training materials.
Support privacy and customer data requests in partnership with Privacy and IT teams.
Program Governance & Stakeholder Support   Act as the business owner for the Voice of Customer platform and program, ensuring effective governance, performance and adoption across the organization.
Manage stakeholder relationships across banners, Dealers, Store Operations, Contact Centres and Corporate teams.
Coordinate with external platform vendors and internal partners on platform enhancements, issue resolution and roadmap priorities.
Lead training, onboarding and stakeholder support activities to improve user adoption, stakeholder confidence and platform effectiveness.
Insights & Continuous Improvement   Support reporting, analytics, text analytics and closed-loop feedback capabilities to help stakeholders leverage customer feedback.
Monitor survey performance, platform health, user adoption and data quality, identifying opportunities for improvement.
Drive continuous improvement initiatives that enhance customer listening capabilities, reporting, closed-loop feedback processes and overall program effectiveness.
Partner with Customer Research to identify opportunities to generate greater business value from customer feedback data.
What You'll Bring:
University degree or equivalent experience in Business, Customer Experience, Research, Analytics or a related field.
3-5+ years of experience in customer insights, Voice of Customer, customer experience platforms, platform administration, program management or a related discipline.
Strong analytical, problem-solving and stakeholder management skills.
Experience managing cross-functional initiatives and working with external vendors.
Ability to balance operational execution with strategic thinking and continuous improvement.
Excellent communication, facilitation and relationship-management skills.
Hands-on experience with Medallia — or a similar enterprise Voice of Customer, customer feedback or customer experience management platform — is required.
Success Measures:
Reliable and efficient day-to-day Voice of Customer platform operations (Medallia).
Strong stakeholder satisfaction, platform adoption and confidence in the Voice of Customer program.
Effective management of access, privacy and governance requirements.
Timely resolution of support and operational issues.
Delivery of platform and program enhancements, including roadmap priorities and continuous improvement initiatives.
Increased utilization of customer feedback and insights to support business decision-making.
Our…