Senior Director - Customer Intelligence

Joining our team has its advantages:

• Flexible schedule to promote work/life balance
• Hybrid work
• Group insurance from the first day
• Very competitive pension plan
• Generous vacation policy
• Personal days
• Employee Assistance Program
• Free parking
• Opportunity for professional development
• Charging stations for electric cars

SUMMARY:

The Senior Director Customer Intelligence will play a pivotal role in guiding the organization's customer-centric transformation, strategy development, and analytical capabilities. This senior leadership position requires a seasoned professional with a deep understanding of customer behavior, data analytics, an acute interest in advanced technology solutions and the ability to translate insights into actionable strategies. You will lead a team of experts with a focus on 5 areas of expertise: Research, Strategic planning, merchandising insights, Loyalty analytics and Data strategy to drive data-informed decision-making across the company. This senior leader is known as a strategic leader with deep analytical skills, acute thinking, capable of building strong business relationships, capable of influencing senior executives by turning data into actionable insight and leading transformative strategies to drive business growth.

RESPONSABILITIES:

- Lead METRO Inc.'s customer-centric transformation strategy and collaborate with cross-functional teams to ensure the strategy is integrated into all divisions and business. Foster a culture of customer focus, data-driven decision making and continuous improvement.

- Oversee various data partners (research, analytical, software, and data service providers) on behalf on Metro Inc. Foster a relationship and collaborate with internal partners (IT, Digital, Merchandising, Loyalty, etc...).  Develop and nurture mutually beneficial business relationships with them and lead the transformation of the tools, technology and process to drive better efficiency and effectiveness for METRO.

- Identify, evaluate and help implement advanced customer intelligence solutions and technologies to enhance data collection, analysis, reporting and predictive modeling. Facilitate actionable strategies through advanced segmentation and targeting of customers across Marketing, Personalisation, loyalty, digital, eCom, Merchandising.

- Lead the development of the Metro Inc. annual analytical work plan based on business priorities established by Senior Executives (food and pharma divisions).

- Provide strategic consulting services to senior executives and their teams leveraging multiple sources of data, methodologies and service providers, with the objective of informing key business decisions, growing sales and market shares.

- Define the data strategy to execute and measure the performance of the Metro Inc. loyalty programs, personalized communication, digital, eCommerce and Marketing initiatives. Supervise the development and execution of the annual loyalty analytics work plan.

- Lead the development and management of a portfolio of customer dashboards & reports aimed at providing actionable insights and trends to senior executives and their teams (customer satisfaction, performance evaluation, competitive analysis). Establish regular governance meetings to review and discuss findings. Identify new analytical needs and adapt the portfolio accordingly.

- Working closely with banner and merchandising leads to identify annual analytical priorities in key areas of the merchandising discipline (i.e. category management, assortment, price and promotions, customer understanding/segments). Supervise the development and the execution of the annual merchandising insights & analytics work plan for all relevant banners. Provide recommendations aimed at maximizing categories' growth potential.

- Lead the customer experience platform management and measurement of key strategic initiatives for all divisions and banners of Metro Inc.

- Manage the annual research, insights & analytics budget and optimize the annual budget by identifying efficiencies and/or opportunities with existing and new service providers, ensuring cost-effective use of resources, including technology investment. Ensure alignment between the key deliverables and the strategic annual plans of all divisions and banners.

- Supervise the creation of analysis and documents in preparation of key presentations to be delivered by senior executives to various audiences (ex: executive committees, board of directors, unions, financial analysts, etc.).

- Lead a team of 30+ analytical and research subject matter experts located in Montreal & Toronto.

- Responsible for the management, prioritization and governance with dunnhumby (our third-party customer data analytics provider) that comprises a team of 15+ subject matter experts in Canada and abroad.

ELIGIBILITY:

- Bachelor Degree in Analytics, Business Intelligence, Mathematics, Economics, Finance or Management. A Master's or MBA degree is an asset

- 10+ years of experience in customer intelligence, data & analytics consultancy, loyalty analytics and strategy development

- Proven track record of leading customer-centric transformations within organizations, with strong focus on technology adoption and change management

- Knowledgeable of data analytical & insights service providers and data analysis modeling tools

- Experience in customer segmentations, market research and competitive analysis

- Proficiency with the Microsoft Office Suite and BI Tools (SQL, Python, etc.)

- Bilingualism is essential (French/English)

- Strong People Management skills

- Availability to travel regularly between Québec and Ontario

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