Product Manager, Customer Experience & Engagement

Canada Goose • Toronto, ON

2d • CA$102,000 - CA$141,000 • Onsite

About The Position

The Product Manager, Customer Engagement & Experience will lead and drive the strategy, roadmap, and delivery for customer-facing platforms across Email Marketing, Customer Experience, and Service channels. This role is accountable for delivering seamless, connected customer interactions across Salesforce Marketing Cloud (Email), Service Cloud, Clienteling and supporting customer service technologies.

Reporting into the Digital Product leadership team, this role will oversee two Scrum Pods (CRM & Direct Marketing Pod and Customer Experience Pod) and two Product Owners. The ideal candidate is an experienced Product Manager with strong expertise in customer service platforms, marketing technology, and customer journey orchestration, with a proven ability to align stakeholders and deliver measurable business outcomes.

Requirements

• 3–5+ years of experience in Product Management, preferably in customer engagement, marketing technology, or service platforms
• Proven experience managing complex product initiatives across multiple domains
• Experience working in Agile / SAFe environments
• Deep experience with: Salesforce Marketing Cloud (Email) or similar ESP, Salesforce Service Cloud or similar Customer Service Platform, Customer engagement platforms (email, chat, call center technologies), Consent management and customer data/privacy considerations
• Strong stakeholder management and communication skills
• Ability to lead cross-functional teams and influence without direct authority
• Strong analytical mindset with a focus on measurable business outcomes

Nice To Haves

• Previous experience as a Product Owner is an asset, but not required
• Ecommerce experience is an asset

Responsibilities

• Define and own the product vision, strategy, and roadmap across: Salesforce Marketing Cloud (Email only), Clienteling program in Retail Stores, Triggered and campaign email programs, Consent Management platforms, Salesforce Service Cloud, Call Center and Customer Service Technology, Live Chat capabilities, Warranty and post-purchase customer portals
• Align product roadmaps with broader business goals, customer experience priorities, and transformation initiatives
• Balance customer experience improvements, operational efficiency, and platform scalability in prioritization decisions
• Lead and coach Product Owners across the CRM & Direct Marketing and Customer Experience Pods
• Ensure clear backlog ownership, prioritization, and alignment to product strategy
• Foster a high-performing, outcome-driven team culture focused on continuous improvement
• Support career growth and development of Product Owners
• Own the end-to-end customer engagement experience across email, service, and support channels
• Drive optimization of: Lifecycle and triggered email journeys, Customer service interactions (call center, live chat, service workflows), Warranty Experience
• Partner with Ecommerce, Marketing, Customer Experience, and Retail teams to deliver cohesive omnichannel journeys
• Work closely with cross-functional stakeholders (Ecommerce, Marketing, Customer Experience, Retail, Operations, and Technology)
• Lead roadmap alignment, prioritization discussions, and trade-off decisions
• Translate business needs into clear product requirements and actionable delivery plans
• Act as the primary bridge between business stakeholders and technology teams
• Drive execution within a SAFe / Agile framework across both Pods
• Drive the creation and refinement of epics, and features by partnering with engineering, delivery, and business stakeholders to develop scalable, customer centric solutions ready for Agile delivery.
• Ensure effective backlog management, sprint planning, and PI planning participation
• Partner with Engineering and Architecture to deliver high-quality, scalable solutions
• Continuously improve delivery practices to enhance predictability and throughput
• Leverage data, analytics, and customer insights to inform prioritization and product decisions
• Define success metrics and KPIs (e.g., engagement rates, conversion, service efficiency, customer satisfaction)
• Monitor product performance and continuously identify optimization opportunities
• Own the evolution and optimization of: Email marketing platforms and campaign orchestration, Consent and preference management systems, Customer service and case management platforms
• Ensure systems are integrated, scalable, and aligned to enterprise architecture

Benefits

• A company built on Canadian roots and heritage
• Your work is recognized with a comprehensive and competitive Total Rewards Program
• Opportunities for career growth through numerous internal and external programs
• Recognize and be recognized by your peers with our Goose Rewards & ICON Rewards
• Be a part of CG Gives. Donation matching and paid volunteer time to help the organizations you care about
• Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues
• Inspiring leaders and colleagues who will lift you up and help you grow

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed