Constituent Experience Manager - Jobs in Toronto, Ontario, M4P 1E4

Job Description

Who we areAt Heartamp; Stroke our mission is to promote health, save lives and enhance recovery. We are committed to a culture that exemplifies our core values: champion health, practice humility, embrace change, drive impact, learn and grow and be heartfelt as we work together to beat heart disease and stroke.We believe in equity, diversity and inclusion ― it’s embedded in our values and core mission work to support all people in Canada to lead healthier lives. We are committed to applying this principle to cultivate a welcoming environment that embraces diversity among our employees. Candidates from diverse backgrounds, including but not limited to, Indigenous peoples, racialized communities, 2SLGBTQIA+ communities, women, and people living with disabilities are encouraged to apply.To learn more about our mission, values, commitment to EDI, and the difference Heartamp; Stroke makes in the lives of people in Canada at every age, please visit our website.The opportunityPlease note H amp;S offers hybrid option. Candidates must be able to work at our Toronto office 2 to 4 times a month.This role will contribute to the new Constituent Experience team in developing, implementing and executing strategies to enhance Heartamp; Stroke’s relationships with key constituent groups. This role will lead the analysis of constituent data and interpretation, uncovering trends and driving recommendations to help the organization make data-informed decisions in strategic priorities to drive growth (e.g., donor acquisition). The Manager, Constituent experience will also be responsible for shaping the new constituent experience journey path and driving continuous improvement of multiple constituent journeysThe Constituent Experience Manager will work closely with cross-functional teams and collaborate with the Director to drive high-impact initiatives that align with both mission and fundraising goals.How you will make an impact every dayConstituent Data Analysisamp; Insight Generation

• Collaborate with and be primary point of contact for HSF Analytics team and/or external data vendors, ensuring clear communications of requirements and drive to outcomes
• Leverage data-driven insights to provide recommendations to the Senior Leadership Team, enabling informed decision-making that aligns with organizational priorities and drives impact.
• Lead analysis of constituent data points to provide insights into constituent needs, preferences, motivations and economics. Data sources may include: surveys, Donor Services’ contact centres, HSF Preference Centre, email and web-based engagement metrics, financial dashboards
• Develop actionable constituent insights and deliver recommendations to relevant internal teams driving the adoption of best practices for constituent engagement across various channels
• Build deep expertise in constituent-level data requirements to guide teams in designing more personalized, data-informed experiences that drive meaningful engagement
• Support the Director, Constituent Experience, as needed, in special projects; defining analytics requirements, executing analysis, and extracting key insights that inform strategy and decision-making.

Constituent Strategy Support and Execution

• Leverage data analysis and insights to collaborate with the Director in shaping and redefining Heartamp; Stroke’s overarching constituent strategy, with a focus on balancing mission impact and fundraising goals
• Lead in-depth analysis of performance metrics such as NPS, Lifetime Value, and retention rates to track progress against organizational goals and inform strategy development.
• Lead relationship with internal, cross-functional working teams, influencing and gaining alignment on improvement opportunities, and timelines to execute. Implement and execute redesigned constituent strategies/journeys (at minimum owning 1-2 key journeys end-to-end per fiscal year).
• Drive the exploration and implementation of seamless omnichannel strategies and experiences across web, email, direct mail, live events, donation form and social media to improve engagement and drive impact.
• Leverage agile and test-and-learn approaches to continuously refine and improve initiatives.

Lead Generation and Leads Onboarding Optimization

• Planning and execution of lead generation campaigns, supported by the Specialist, Constituent Experience.
• Drive fundraising results by contributing to the design and continuous enhancement of early journeys to improve donor conversion.

Advocacyamp; Engagement Programs

• Responsible for developing, with the support of internal HSF teams, and driving new engagement programs that build a sense of belonging, advocate for constituent needs and drive renewal/retention including: constituent advisory boards, focus groups, and communities.
• Transform the overall constituent journey by developing new integration of digital tools (e.g., AI chatbots, omnichannel experiences) to enhance the overall constituent experience and capture data points that enable engagement/personalization.

Constituent Data

• Work with the Director and Analytics teams to establish KPIs for initiatives and track performance through both quantitative and qualitative data (identifying data gaps and opportunities)
• Use insights from performance data to recommend adjustments and improvements to the constituent experience

Who we needEducation

• Bachelor #39;s degree in Marketing, Communications, Data Science, or a related field.

Experience

• 5+ years of experience in constituent experience, marketing analytics, or related fields.

• Proficient in data analysis, journey mapping, and using digital tools to enhance engagement.

• Experience in the non-profit sector or with mission-driven organizations is an asset.

Skills

• Strong analytical skills and experience with data-driven decision-making.

• Ability to synthesize complex data into actionable insights.

• Experience in constituent engagement, journey mapping, or similar fields.

• Cross-functional collaboration skills and experience working with teams from various disciplines (e.g., IT, marketing, fundraising, analytics).

• Strong problem-solving skills and the ability to work in an agile, test-and-learn environment.

• Understanding of digital tools and their application to enhance constituent experiences.

• Willingness to “roll-up sleeves” and work with business partners towards outcomes

• Demonstrated passion or interest in healthcare, NFP and / or the Heart and Stroke Foundation would be considered a plus.

What we offerAt Heartamp; Stroke, we make it a priority to foster a culture of caring by implementing practices and programs that foster respect, compassion, trust and attentiveness to our own and others’ health and well-being.In addition to a competitive salary, we believe that time off is integral to the personal health and wellness of our employees. We offer a generous paid time-off package including vacation days, personal days, wellness days, and paid company-wide closure between December 25 and January 1. We also provide competitive health, medical, dental and vision benefits, life insurance, disability benefits, an employee assistance program (EAP) and a defined contribution pension plan with employer matching. Our employees also enjoy a flexible hybrid working model and reimbursement for mobile phones and home office setup, as well as opportunities for professional development. Apply nowIf you want to join the fight to beat heart disease and stroke, please apply by sending your resume by June 18, 2025. Aplicants must be currently residing in Canada and legally entitled to work in Canada.Only those candidates that qualify will be selected for an interview. At this time, all interviews are being conducted via phone and/or video call ― we look forward to “virtually” meeting you! AccommodationWe are committed to fostering an inclusive, barrier-free and accessible environment. If you have been contacted for an interview and require accommodation to participate in the recruitment and selection process, please let us know and we will do our best to address your needs. Powered by JazzHR