Brand Experience Enablement Manager

Cambrian Credit Union • Winnipeg, MB

2d • Hybrid

About The Position

Working closely with the Marketing & Brand Experience team, the Brand Experience Enablement Manager serves as the key liaison between member experience and sales enablement. This role is responsible for capturing, analyzing, and distributing market and member insights, while driving the optimization and effectiveness of the overall member experience. Through the mapping and continuous improvement of member journeys, this role ensures a consistent and seamless experience across all touchpoints and business lines, aligned with brand standards and corporate growth objectives. As a highly data-driven professional, they leverage insights and analytics to inform discussions, identify opportunities, and develop actionable plans in collaboration with key stakeholders.

Requirements

• A combination of post-secondary education in a related discipline and 5-7 years' experience in Sales and/or CX, Marketing or Business Analysis, with experience tracking metrics and designing programs around insights.
• Proven track record in managing experience or insight delivery programs, achieving set targets, establishing repeatable sales processes and cultivating performance-driven teams.
• Proficient in PC applications of Outlook, Word, PowerPoint & Excel, as well as knowledge of/experience working with Customer Relationship Management (CRM) tools.
• Experience as project leader/manager in a workplace setting.
• Familiarity with sales, marketing and/or customer experience theory and practice.
• Familiarity with user-centric design principles.
• Creative thinker/ problem solver, with a member-centred approach and strong drive to continuously improve and add value to the business.
• Strong interpersonal skills, with a strong emphasis towards confidentiality, critical thinking and research analytics.
• Ability to work well in a diverse environment with multiple and often changing priorities.
• Ability to multitask and efficiently manage multiple projects with strong attention to detail.

Nice To Haves

• Experience as a people-leader or functional team-leader in a workplace setting.
• Experience in financial services or a related field.
• Familiarity with Sales and/or Marketing Technology programs, such as website content management systems would be considered an asset.

Responsibilities

• Lead the design and deployment of market and member feedback initiatives, through primary and secondary research methods, including managing surveys and focus groups, market scanning and leveraging existing market research.
• Work collaboratively with business intelligence sales and marketing, digital and external partners, define and/or establish, and track key organizational CX success metrics and identify/establish key lead management optimization opportunities.
• Identify, track, and report on advisory team performance metrics (e.g., knowledge retention, content utilization, referral rates).
• Ensure member feedback data/insights are monitored, distributed, actioned, measured, and documented for future enhancements.
• Align sales processes and initiatives with key success metrics; work with sales leadership to establish coaching, monitoring, and reporting infrastructure.
• Leverage lead/pipeline management techniques, cross-promotion, BI, member feedback, and digital tools to monitor and improve performance across business lines.
• Drive alignment between BI, Marketing, Digital, and Sales to establish and monitor effective lead management programs, leverage insights, and optimize tools and technology for sales effectiveness.
• Track changing trends, economic indicators, competitors, and supply/demand to inform senior leadership and support sales forecasting and goal setting.
• Contribute to the development and success of connected insights strategies.
• Lead planning and execution for all sales enablement by supporting sales teams in goal setting, coaching, monitoring progress, and liaising with marketing for collateral creation and distribution.
• Establish regular cadence with sales teams to enable two-way feedback and trackable insights for alignment and opportunity spotting.
• Develop, support, and launch internal recognition contests aligned with campaign/growth objectives.
• Monitor partner program performance and product/campaign details in collaboration with Marketing and ensure required information is internally communicated via intranet, meetings, or specialized training sessions alone or in partnership with L&D where required to enable team performance.
• Promote weekly, monthly, and/or quarterly sales/marketing/experience results internally.
• Champion a culture of accountability and collaborative performance enhancement.
• Collaborate with various stakeholders across all business lines, develop, roll out and track member journey maps and, where applicable, service design blueprints to enhance sales advisory performance.
• Ensure member journey maps/service design blueprints and sales enablement models are created and leveraged within sales initiatives.
• Collaborate with Digital Solutions and email Marketing Specialist to ensure active journeys are captured accurately in the CRM roadmap.
• Ensure member/client service aligns with brand experience guidelines, corporate purpose, mission, vision, and values.
• Identify data-driven opportunities to cross-promote/bundle products/services across business lines for optimal member/client journeys.
• Manage budget lines, projects, resources, and staff capacity as applicable.

Benefits

• Extended health and dental benefit options, up to 80% employer-paid premiums dependent on which coverage level chosen
• Defined Contribution Pension Plan – matched at 6%
• Short Term Disability, Life Insurance, Long Term Disability, AD&D insurance and EAP
• Paid sick days, Paid emergency Absent days
• Customized training, career development planning, and structured onboarding
• Staff Banking Benefits - Employee interest rates on Credit Union personal loans, lines of credit, mortgages and credit cards
• Annual Performance appraisals and merit increase reviews

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree