Senior Manager, Product Strategy & Innovation

HelloFresh • Toronto, ON

1d • CA$115,000 - CA$125,000 • Hybrid

About The Position

HelloFresh is looking for a Senior Manager, Product Strategy and Innovation to join our Product Innovation team as the ultimate champion for our customers. This role sits at the heart of our growth strategy, turning data into delight. You will be responsible for deep-diving into the customer journey, from the moment they browse our menu to the moment they take their first bite, identifying friction points and building the roadmap to solve them. You aren't just analyzing data; you are advocating for a world-class experience that keeps our customers coming back for seconds.

Requirements

• 6+ years of professional experience in Strategy, Management Consulting, Finance, or Marketing Analytics.
• 4-year degree in Business, Engineering, Statistics, or a related field; an MBA is a plus.
• A proven track record of using data to drive improvements or product roadmaps.
• Advanced proficiency in data visualization and a strong comfort level with using large data sets to extract your own insights.
• Experience with NPS and Voice of the Customer (VoC) metrics
• Experience leveraging AI tools to enhance analytical workflows, accelerate insight generation, and support data-driven decision-making
• Strong financial acumen: You understand how a 1% shift in retention impacts the bottom line and can speak "Finance" just as well as "Customer."
• A strong communicator: You can tell a story with data that makes stakeholders want to take action.
• A critical thinker: You look past the "what" to find the "why" behind customer behavior.
• Emotionally Intelligent: You can empathize with the customer while remaining objective and data-driven.
• A proactive problem-solver: You don’t just report on friction; you design the solution to smooth it out.
• Collaborative: You thrive on working across departments to get big projects across the finish line.

Nice To Haves

• an MBA is a plus.

Responsibilities

• Be the Customer Experience Expert: Monitor and analyze key customer metrics, including Retention, Net Promoter Score (NPS), and qualitative feedback, to identify trends and friction points throughout the customer lifecycle.
• Drive Hypothesis-Based Research: Use a scientific approach to identify opportunities for improvement. You’ll form hypotheses, gather data, and perform deep-dive research to prove (or disprove) what will move the needle for our customers.
• Lead Customer Advocacy: Act as the "Voice of the Customer" across the organization. You will partner with Culinary, Procurement, Tech, and Operations to build a compelling, data-backed case to invest in customer-facing improvements.
• Own Strategic Scoping: Build and maintain a comprehensive roadmap of customer improvement initiatives. You will be responsible for forecasting the retention impact of these projects and prioritizing them based on business value.
• Master Cross-Functional Stakeholder Management: Navigate a complex organizational structure to align different teams behind a unified customer vision, ensuring that "Customer First" isn't just a slogan, but a strategy.
• Bridge Operational & Financial Results: Much like an FP&A partner, you will bridge the gap between operational performance (e.g., delivery accuracy, food quality) and financial outcomes like Lifetime Value (LTV).
• All other duties, as assigned.

Benefits

• Amazing discounts on 1 box per week! 75% discount on weekly HelloFresh and Chefs Plate meal kits AND 50% off weekly Factor meal box.
• Health & Dental benefits from day 1, a Health Spending Account, unlimited access to the Headspace app to meet your self-care needs, and 25% discount on GoodLife fitness memberships!
• Competitive RRSP matching program offered
• Generous vacation and PTO to help you create a good work-life balance.
• A parental leave top-up program for expectant parents.
• We support your career progression, provide development opportunities, and invest in your continued learning through our organization wide L&D fund.
• From team socials to engaging company days, you’ll have plenty of opportunity to experience the fun!
• With impactful ERG’s like FreshPride, Women Empowered and LIMES, we are committed to our diversity, equity & inclusion efforts.
• Food Puns - this one is kind of a big dill if you haven’t already noticed. We even have some punny meeting room names!

What This Job Offers

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