Senior Manager, Customer Office

Senior Manager, Customer Office
136795The Opportunity
Are you looking for a caring, collaborative, values-driven workplace with inspiring teammates and leaders? Do you have the ambition and desire to be the best and thrive at one of the world’s leading insurance providers? Look no further than Zurich Canada.If you have experience supporting sales and distribution through analysis, relationship management, and continuous improvement, and are looking for a new challenge, we would love to hear from you.Zurich Canada is looking for a Senior Manager, Sales & Customer Office to turn customer and broker feedback into practical insight, coordinate targeted business programs and strengthen day-to-day execution across the Sales & Customer Office.Reporting to the VP, Sales & Customer Office, this role supports priorities across the team based on business need. The Manager will collaborate with colleagues and business partners across the organization, with priorities and assignments directed through the VP. Has a clear core mandate: support Net Promoter Score (NPS) reporting and insight development for Canada, help establish strategies and goals based on customer feedback, and coordinate targeted internal campaigns for Underwriting, including Customer Rockstar.The Senior Manager will also provide project and coordination support across the Sales & Customer Office, including selected reporting and process documentation activities, as well as support for broker proposition initiatives, marketing projects, sales campaigns and events. The role reports to the VP, Sales & Customer Office.This is a broad business-management opportunity for someone who combines analytical thinking, disciplined execution and strong stakeholder coordination. It is not a specialist marketing or compliance role. Success will come from organizing work, connecting teams and ensuring important initiatives move forward. The posting is for an existing vacancy.Zurich Canada uses artificial intelligence-enabled tools to support certain aspects of the recruitment process, including the initial review and screening of applications. Artificial intelligence is not the sole basis for candidate shortlisting or selection. All hiring decisions are reviewed and made by qualified hiring professionals.Zurich follows a hybrid work model requiring three days per week of in-person presence, which may include time in the office or market-facing engagements.What you will do
Customer insights and action planning
Support the preparation, validation and ongoing improvement of NPS reporting for Zurich Canada.Analyze customer and broker feedback to identify themes, trends, strengths and opportunities for improvement.Turn NPS results and qualitative feedback into clear insights, presentations and recommendations for business leaders.Help establish Canadian NPS strategies, goals, action plans and progress measures, working with business owners to support follow-through.Coordinate market insights reporting and help improve the consistency and accessibility of customer information.Underwriting campaigns and program delivery
Help develop and deliver targeted internal campaigns for Underwriting that reinforce customer focus and highlight strong broker and customer feedback.Coordinate the ongoing delivery of Customer Rockstar, including reporting, monthly and quarterly activities, communications, scorecards and stakeholder inputs.Use NPS feedback and business input to help shape campaign themes, content and participation approaches.Maintain clear program documentation, timelines and criteria, and identify practical ways to strengthen participation and visibility.Support additional internal sales campaigns and related enablement activities.Business coordination and team support
Provide limited coordination support for selected governance-related requests, reporting and process documentation, as assigned through the VP, Sales & Customer Office.Coordinate selected reporting and other recurring business activities assigned to the Sales & Customer Office.Broker proposition, marketing and event support
Provide project and coordination support for broker proposition initiatives, including Club Blue, Zurich Canada’s broker value proposition.Support Marketing and other business partners by coordinating inputs, stakeholder reviews, timelines, approvals and follow-up activities.Assist with broker events and learning initiatives through planning support, materials, communications, logistics and post-event follow-up.Provide project coordination across priority Sales & Customer Office initiatives, including workplans, meeting coordination, action tracking and status updates.Job Qualifications - What you bring to the table
Required:Bachelor's degree and six or more years of experience in sales.Preferred:Six or more years of experience in customer experience, sales enablement, distribution operations, program coordination, business analysis or a related field.Strong analytical skills, with the ability to interpret quantitative and qualitative feedback and turn it into practical business insight.Strong organizational and project coordination skills, including the ability to manage multiple priorities, stakeholders and deadlines.Excellent written and verbal communication skills, with experience preparing clear presentations, reports and executive-ready materials.Comfort working across operational, analytical and program-delivery responsibilities.Strong relationship-building skills, sound judgment, attention to detail and a consistent focus on quality and follow-through.Experience in commercial insurance, financial services or another broker- or intermediary-led environment.Experience working with NPS, customer feedback, survey reporting, dashboards or customer experience programs.Experience supporting internal campaigns, reporting, events, broker programs or business operations.Comfort working with Microsoft 365 tools, SharePoint and reporting or visualization platforms.At Zurich Canada, we are committed to pay equity. We determine compensation based on objective criteria such as skills, experience and internal equity. The salary range for this position is $90,000 - $130,000. This range reflects the expected pay for the role across Canada and may vary depending on factors such as office location, specific responsibilities and individual qualifications. As required by local law, Zurich provides in good faith a reasonable compensation range, but starting salaries may exceed this range based on a candidate’s skills and experience.Our Culture
At Zurich, we are proud of our culture. We are passionate about Diversity, Inclusion, Equity and Belonging (DIEB). We want you to bring your whole self to work, and we want our employees to be reflective of the communities in which we live and work. Our DIEB initiatives are creating an environment where everyone feels welcome.We have a collaborative culture where diversity of thought is valued. We value your input and strive to give our employees the tools they need to make an impact.We care about our employees' well-being and offer a comprehensive health/benefits plan with varying levels of coverage to suit your specific needs and a competitive total compensation package.We understand how important it is to rest, recharge and do the things you love. At Zurich, all employees receive a minimum of four weeks of vacation per year to do just that.We also understand that employees require time off for personal reasons. Maybe you have an appointment during a workday, a cultural or religious holiday you would like to observe, or you need time off to focus on your mental health. Zurich employees receive four personal days per year to be used at their discretion.We are committed to continuous improvement and offer access to a comprehensive range of training and development opportunities.We care about our communities. Our communities are where our customers, people, and shareholders live and work. While we can be proud of the contribution to society Zurich makes through our core business of insurance, we must also give back to our communities through our talent, time and resources.We have won numerous awards for our workplace culture. We are proud to be one of Greater Toronto's Top Employers and to have received Insurance Business Canada's 5-Star Diversity, Equity and Inclusion Award.Make a difference. Be challenged. Be inspired. Be supported. Love what you do. Work for us.About Us
Zurich Canada is part of the Zurich Insurance Group, a multi-line insurer with approximately 55,000 employees worldwide serving customers in global and local markets. Zurich Canada has been a leading insurance provider serving mid-sized and large companies, including multinational corporations, in the Canadian commercial market for 100 years. With more than 900 employees in offices across the country, Zurich offers the global strength of a leading insurance provider combined with in-depth knowledge of industries and local markets. Zurich Canada aspires to be risk management professionals’ first choice as their premier partner to help meet the risk challenges of today and tomorrow. Read more at future with ZurichNow is the time to move forward and make a difference. At Zurich, we want you to share your unique perspectives, experiences and ideas so we can grow and drive sustainable change together. As part of a leading global organization, Zurich North America has over 148 years of experience managing risk and supporting resilience. We are a leading provider of commercial property-casualty insurance solutions and a wide range of risk management products and services for businesses and individuals. Today, we serve more than 25 industries, from agriculture to technology and insure 90% of the Fortune 500®. Our growth strategy is not limited to our business. As an employer, Zurich strives to provide ongoing career development opportunities and foster an environment where voices are diverse, behaviors are inclusive, actions drive equity, and our people feel a sense of belonging. Be a part of the next evolution of the insurance industry. Join us in building a brighter future for our people, our customers and the communities we serve.As a global company, Zurich recognizes the diversity of our workforce as an asset. We recruit talented people from a variety of backgrounds with unique perspectives that are truly welcome here. Taken together, diversity and inclusion bring us closer to our common goal: exceeding our customers’ expectations. Zurich is committed to providing a diverse, inclusive and barrier‑free environment resulting in an accessible organization for employees, customers, and other parties who interact with, or on behalf of, Zurich. We strive to achieve a workplace free of discrimination of all forms, including discrimination on the basis of physical or mental disability, or medical condition. If you are interested in a job opportunity, please advise if you require an accommodation, so we can work with you to provide a more accessible process.Zurich does not accept unsolicited resumes from search firms or employment agencies. Any unsolicited resume will become the property of Zurich Canadian Holdings Limited. If you are a preferred vendor, please use our Recruiting Agency Portal for resume submission.Only applicable for Canada: For Zurich Canada's commitment to diversity and accessibility please click here. If you would prefer to not receive future electronic messages from Zurich Insurance Company Ltd's recruitment management system, please email your request to have your job profile deleted from the system by clicking here. Zurich Insurance Company Ltd 100 King St., W., Suite 5500, Toronto, ON, M5X 1C9.
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