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Client Feedback Program Manager

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Date Posted: Apr 19, 2019

Reference Code: 44718-en_US

Job Type:  Temporary Contract 
Primary Location: Toronto, Ontario, Canada 
All Available Locations: Toronto 

External Posting Description


**This is a 6 month contract position 


As the firm is redefining its strategy around further elevating the voice of its clients, you will have the opportunity to play a pivotal role in reshaping & realigning the collective vision. This role will require a senior leader that, together with the Vice Chair (Client Insights & Focus) will help influence key stakeholders and business leaders. As we deliberately move to expand our CSI reach, your ability to help align our impact across our customers’ journey with us will be critical.  Strong analytical capability to help turn data into insights is required.


You will support the firm in its journey to become the true market leader by leading a national program designed to obtain actionable and meaningful insights from clients with a focus on creating the approach and program to transform insights into action to enhance relationships and business with our clients. You will be responsible for the program’s adoption and successful implementation, interfacing with leaders and partners across the firm.


Responsibilities include:


  • Report to the Director, Marketing Support
  • Work directly with the Vice Chair, Client Focus and Insights, to develop and execute the program vision
  • Seek opportunities to integrate client insights into the larger client voice approach for the firm
  • Socialize and promote Client Service Insights amongst leaders in the firm
  • Responsible to work with the Services and Regional leaders and task forces to support the efficient execution of the program
  • Implement the program including processes, procedures and communications and look for opportunities for process enhancements
  • Develop guidance, tools and templates as well as provide training to senior partners on the program
  • Monitor account client feedback history and recommend clients for inclusion in the program
  • Distinguish and assess critical insights from the information received and translate client insights into meaningful information using analytics
  • Develop presentations for Executive level leadership
  • Manage team of 2 staff, including prioritizing workloads and performance management


External Posting Qualifications

  • Experience in creating and managing client feedback and insight programs
  • A strong understanding of the firm’s structure (Service, Industry, Markets), services, information systems (particularly CRM), and client portfolio
  • Ability to manage sensitive and confidential data appropriately
  • Demonstrated superior project management skills
  • Superior verbal and written communication skills
  • Ability to develop and present new ideas and conceptualize new approaches and solutions
  • Proven analytic skills, with the ability to uncover themes in both qualitative and quantitative data sets
  • Commitment to quality, ethics and confidentiality
  • Ability to work in a demanding and fast paced environment
  • Strong organization skills: ability to prioritize work demands, and meet deadlines
  • Preference will be given to candidates with client service experience


Get your career off to a great start. What impact will you make?

We’re always looking for people with the relentless energy to drive and push themselves further to find new avenues and unique ways of reaching our shared goals. At Deloitte, we know that being the undisputed leader means empowering our people to be the very best they can be – so they can make an impact that matters for clients, colleagues and the community, and for their own careers.

We offer a truly differentiated talent experience that empowers our people with unlimited opportunities to do meaningful work and to grow, learn, and lead at every point in their career.  Deloitte’s newly designed offices offer unique workspaces that strengthen connections, inspire innovative ways of working, and provide the necessary tools to help you make an impact that matters. And with our global reach and network, you’ll always be part of the Deloitte community.

“Once Deloitte, always Deloitte.”

Lead yourself. Lead a team. Lead the firm. It’s all possible at Deloitte.

Deloitte is one of Canada’s leading professional services firms, providing audit, tax, consulting and financial advisory services across Canada. At Deloitte, we combine industry insight with a deep understanding of today’s local and global business challenges to give our clients the intelligent, practical and principled solutions they need to resolve both today’s and tomorrow’s challenges. 

Let Deloitte show you how to push your career to the next level. And let your story unfold.

Deloitte is an inclusive employer dedicated to building a diverse workforce.  We encourage applications from all qualified candidates and will accommodate applicants’ needs under the respective provincial human rights codes throughout all stages of the recruitment and selection process. Please advise the Recruiter to ensure your accessibility needs are accommodated throughout this process.  Information received relating to accommodation will be addressed confidentially.

We thank all applicants in advance for their interest; however, only those candidates selected for an interview will be contacted.


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