We are looking for an Application Manager to oversee the architecture, strategy, and ongoing enhancement of customer experience platforms in Toronto, Ontario. You will connect business goals with technical execution, turning customer feedback and behavioural insights into practical improvements across digital and customer-facing channels. The position also includes leading a high-performing team, managing external vendors, and guiding platform initiatives that support personalization, reporting, and service excellence.

Responsibilities:

• Lead the direction, administration, and continuous improvement of customer experience platforms, with strong emphasis on Qualtrics and related engagement tools.

• Partner with business and technology teams to translate guest feedback, sentiment data, and operational priorities into scalable platform solutions.

• Oversee technical delivery for platform enhancements, integrations, and feature rollouts that improve insight gathering and customer engagement.

• Manage the product roadmap by setting priorities, coordinating timelines, and aligning initiatives with organizational objectives.

• Supervise and support team members responsible for platform performance, implementation activities, and ongoing optimization.

• Build and maintain productive relationships with vendors and external partners to ensure reliable service delivery and value from platform investments.

• Work across cross-functional groups to drive projects involving CRM, security considerations, and omni-channel customer experience capabilities.

• Establish processes and reporting approaches that turn customer data into actionable recommendations for improving guest experiences.

• Coordinate with internal and external product stakeholders to deliver initiatives efficiently and maintain alignment on scope, risks, and outcomes.

• Bachelor’s degree in Business, Information Technology, Computer Science, or a related discipline.

• 5+ years of technical experience in CX platforms, customer engagement technology, or comparable digital experience environments.

• Hands-on expertise with Qualtrics and familiarity with CRM and Customer Data Platforms

• Demonstrated success in customer experience strategy, omni-channel engagement, lead generation, and consumer insight initiatives.

• Previous project management experience with the ability to manage priorities, timelines, and multiple stakeholders.

• Proven ability to work effectively with cross-functional teams that include varied business functions, technical specialists, and external partners.

• Strong understanding of platform delivery, system integration concepts, and technology governance, including security awareness.

• Experience implementing customer loyalty programs.

This role would require 3 to 4 days a week in-office.

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.

This job posting is for a current vacancy with our client.

Our specialized recruiting professionals apply their expertise and utilize our proprietary AI to find you great job matches faster.

Questions? Call your local office at 1.888.490.4429. All applicants applying for Canadian job openings must be authorized to work in Canada.

Only job postings for jobs located in Quebec appear in French.

© 2025 Robert Half. By clicking “Apply,” you’re agreeing to Robert Half’s Terms of Use and Privacy Notice.