Location:
Toronto
Address:
100 Queens Quay East Toronto, Ontario M5E 1V3 Canada
Job Title:
Product Manager, Customer Experience & Engagement
Canada Goose isn't like anything else. We've built something great, something special - an iconic lifestyle brand with an inspirational and authentic story. At the heart of it is our promise to inspire and enable all people to thrive in the world outside. To Live in the Open. At Canada Goose, you're part of a movement that belongs to something bigger. One that seeks out the restorative power of nature and is driven by a purpose to keep the planet cold and the people on it warm. We endure any condition, observe every detail, and are building a community that believes in living bravely and coming together to support game-changing people.
Here, opportunities are everywhere - to try something new, to learn, to do meaningful and impactful work, and they're yours for the taking.
Position Overview:
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.
1. Product Strategy & Roadmap Ownership
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Define and own the product vision, strategy, and roadmap across:
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Salesforce Marketing Cloud (Email only)
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Clienteling program in Retail Stores
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Triggered and campaign email programs
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Consent Management platforms
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Salesforce Service Cloud
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Call Center and Customer Service Technology
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Live Chat capabilities
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Warranty and post-purchase customer portals
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Align product roadmaps with broader business goals, customer experience priorities, and transformation initiatives
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Balance customer experience improvements, operational efficiency, and platform scalability in prioritization decisions
2. Pod & Team Leadership
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Lead and coach Product Owners across the CRM & Direct Marketing and Customer Experience Pods
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Ensure clear backlog ownership, prioritization, and alignment to product strategy
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Foster a high-performing, outcome-driven team culture focused on continuous improvement
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Support career growth and development of Product Owners
3. Customer Engagement & Journey Optimization
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Own the end-to-end customer engagement experience across email, service, and support channels
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Drive optimization of:
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Lifecycle and triggered email journeys
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Customer service interactions (call center, live chat, service workflows)
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Warranty Experience
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Partner with Ecommerce, Marketing, Customer Experience, and Retail teams to deliver cohesive omnichannel journeys
4. Stakeholder Collaboration & Alignment
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Work closely with cross-functional stakeholders (Ecommerce, Marketing, Customer Experience, Retail, Operations, and Technology)
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Lead roadmap alignment, prioritization discussions, and trade-off decisions
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Translate business needs into clear product requirements and actionable delivery plans
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Act as the primary bridge between business stakeholders and technology teams
5. Agile & Delivery Execution
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Drive execution within a SAFe / Agile framework across both Pods
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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.
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Ensure effective backlog management, sprint planning, and PI planning participation
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Partner with Engineering and Architecture to deliver high-quality, scalable solutions
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Continuously improve delivery practices to enhance predictability and throughput
6. Data-Driven Decision Making
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Leverage data, analytics, and customer insights to inform prioritization and product decisions
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Define success metrics and KPIs (e.g., engagement rates, conversion, service efficiency, customer satisfaction)
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Monitor product performance and continuously identify optimization opportunities
7. Platform & Capability Ownership
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Own the evolution and optimization of:
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Email marketing platforms and campaign orchestration
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Consent and preference management systems
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Customer service and case management platforms
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Ensure systems are integrated, scalable, and aligned to enterprise architecture
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3–5+ years of experience in Product Management, preferably in customer engagement, marketing technology, or service platforms
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Previous experience as a Product Owner is an asset, but not required
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Proven experience managing complex product initiatives across multiple domains
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Experience working in Agile / SAFe environments
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Ecommerce experience is an asset
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Deep experience with:
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Salesforce Marketing Cloud (Email) or similar ESP
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Salesforce Service Cloud or similar Customer Service Platform
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Customer engagement platforms (email, chat, call center technologies)
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Consent management and customer data/privacy considerations
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Strong stakeholder management and communication skills
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Ability to lead cross-functional teams and influence without direct authority
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Strong analytical mindset with a focus on measurable business outcomes
What’s in it For You?
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
Salary Range:
$102,000.00 - $141,000.00 / year
About the salary range: We’re committed to being open and fair about pay. The range provided is intended as a guideline and does not represent a guaranteed offer. When we make an offer, we consider the responsibilities of the position, market data, and internal equity to ensure consistency across our team. Your actual offer will depend on your experience, skills, and alignment with the role.
Vacancy status: This posting represents an active vacancy for which we are currently hiring.
At Canada Goose, we believe that belonging goes beyond mere inclusion. It’s about being part of a community that values, supports, and empowers you. We thrive when we can be our authentic selves. Our community is built on empathy and the understanding that every individual’s experience is unique, and every voice is important. We also recognize that communities are ever evolving, and that our work is never done. At Canada Goose, belonging is more than just an ideal—it’s the key to unlocking our collective potential, taking us further together.
Canada Goose is an equal opportunity employer and is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.
There are multiple ways to interview with us! If you require any interview accommodation for your interview, please e-mail us at [email protected].
