Toronto, ON

Banking / Financial Services
Experience Required
Degree Required
Employment Type
Work Schedule
Job Description
The Manager, Communications and Customer Experience will work closely with senior levels of the Product, Strategy and Shared Services team, as well as with internal and external partners including Digital, Marketing, Legal, Dealer Operations, Sales, Dealer Finance Group, Governance & Control, and Technology Solutions. Supporting the Senior Manager and the overall TDAF business, the role will develop and execute consumer and dealer facing initiatives, based on sound knowledge, research, and analysis of the TDAF customer for an optimized experience.

Responsibilities include:

Lead the communications team in the development and execution of strategic communications plans that align with TDAF’s strategy and the needs of all stakeholder groups
Lead the development and execution of end-to-end dealer and customer experience initiatives
Work collaboratively with partners to identify and lead business case strategic opportunities to deliver best-in-class customer experience to our customers and dealer partners
Act as both an expert individual contributor and highly effective people leader by providing consultation and recommendations to enhance the dealer, customer and employee experience strategies for TDAF
Develop programs and influence the strategic direction of various high-impact projects that impact the dealer and customer experience
Identify key decisions, issues, and risks to initiative implementation and escalate as required
Work closely with functional partners to assist in change management initiatives, including process, protocol, and communication activities
Recommend and highlight fundamental shifts in process, technology and people to deliver on our brand promise to our dealers and customers
Develop strong relationships and establish the role as a key subject matter expert with key internal partners through strong communications, negotiation, influencing and organizational skills
Work on cross-functional teams to deliver on program and project outcomes
Perform research and provide recommendations for TDAF business initiatives in conjunction with other business areas within TDAF and TD
, Develop reporting and feedback process to ensure that the dealer and customer experience becomes an ongoing discipline of the business, including JD Power and our dealer and customer experience indicator (LEI)
Manage all aspects of the internal customer experience training program (Experience Promise)
Develop reports and presentations for the Senior Management team as required
Work closely with business partners to ensure short, medium, and long-term communication project needs are met
Develop and execute on change management plans for strategic projects and transformation initiatives
Write, edit and publish a variety of communications including articles, publications, training material, etc.
Manage the communications intake tool
Collaborate with our Marketing partners to execute on strategic marketing and advertising initiatives
Job Requirements
Experience & Qualifications:
Excellent strategic communications planning, writing, editing and project management skills with a history of making an impact, developing and executing on strategies, and delivering superior results in both the short and long-term
Proven ability to counsel and make recommendations to business partners and senior executives
Experience in developing business to business and/or digital to consumer tools and strategies
Knowledge of LEI program or similar customer experience index programs and measurement
Experience working with marketing channels and partners
Experience developing reports and creating relevant metrics to deliver meaningful insights
Operates with passion and a willingness to challenge the status quo
Organizationally astute, with superior influencing, collaboration and communication skills
Team player who confidently develops strong relationships internally and externally, but can successfully work independently
Experience managing and developing a team in a people manager capacity to deliver exceptional results
Skilled negotiator with strong written and verbal communication skills
Ability to manage cross functional initiatives and self-manage multiple deadlines
Personal presence, intellect, energy and drive to succeed in a high-performance environment
Strong business and financial acumen with the ability to manage and track budgets
Excellent verbal, written, presentation and problem solving skills
Proficiency with Microsoft Office: Word, Excel and PowerPoint
Design and editing skills including Adobe Creative Suite considered and asset
Knowledge and/or relationships in auto finance space would be considered an asset
May require some travel
Additional Information
Specific Educational Requirements / Accreditations:
Bachelor degree required in Business Administration, Marketing, Communications or other relevant field
5+ years’ experience developing and implementing Customer facing collateral and initiatives
5+ years leading cross functional and multi-disciplinary projects and initiatives
Relevant professional designation would be an asset
Bilingualism (French/English) would be an asset

M – F