Location: Toronto; Address: 100 Queens Quay East, Toronto, Ontario M5E1V3, 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. We’re part of a movement that seeks the restorative power of nature and is driven by a purpose to keep the planet cold and the people on it warm. 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. What You’ll Do Product Strategy & Roadmap Ownership – Define and own the product vision, strategy, and roadmap across:Salesforce Marketing Cloud (Email only) Clienteling program in Retail Stores Triggered and campaign email programs Consent Management platforms Salesforce Service Cloud, Call Center & Customer Service Technology Live Chat capabilities Warranty and post-purchase customer portals Align product roadmaps with broader business goals, customer experience priorities, and transformation initiatives. Balance customer experience improvements, operational efficiency, and platform scalability in prioritization decisions. Pod & Team Leadership – Lead and coach Product Owners across the CRM & Direct Marketing and Customer Experience Pods. Ensure clear backlog ownership, prioritization, and alignment to product strategy. Foster a high-performing, outcome-driven team culture focused on continuous improvement. Support career growth and development of Product Owners.



Customer Engagement & Journey Optimization – Own the end-to-end customer engagement experience across email, service and support channels. Drive optimization of lifecycle and triggered email journeys, customer service interactions (call center, live chat, service workflows) and warranty experience. Partner with e-commerce, marketing, customer experience and retail teams to deliver cohesive omnichannel journeys. Stakeholder Collaboration & Alignment – Work closely with cross-functional stakeholders (e-commerce, marketing, customer experience, retail, operations and technology). Lead roadmap alignment, prioritization discussions, and trade-off decisions. Translate business needs into clear product requirements and actionable delivery plans. Act as the primary bridge between business stakeholders and technology teams. Agile & Delivery Execution – Drive execution within a SAFe / Agile framework across both Pods. 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. Ensure effective backlog management, sprint planning, and PI planning participation. Partner with engineering and architecture to deliver high-quality, scalable solutions. Continuously improve delivery practices to enhance predictability and throughput. Data-Driven Decision Making – Leverage data, analytics and customer insights to inform prioritization and product decisions. Define success metrics and KPIs (e.G., engagement rates, conversion, service efficiency, customer satisfaction). Monitor product performance and continuously identify optimization opportunities.



Platform & Capability Ownership – Own the evolution and optimization of: email marketing platforms and campaign orchestration; consent and preference management systems; customer service and case management platforms. Ensure systems are integrated, scalable, and aligned to enterprise architecture. Let’s Talk About You 3–5+ years of experience in Product Management, preferably in customer engagement, marketing technology or service platforms. Previous experience as a Product Owner is an asset, but not required. Proven experience managing complex product initiatives across multiple domains. Experience working in Agile / SAFe environments. E-commerce experience is an asset. Deep experience with:Salesforce Marketing Cloud (Email) or similar ESP Salesforce Service Cloud or similar Customer Service Platform Customer engagement platforms (email, chat, call center technologies) Consent management and customer data/privacy considerations Strong stakeholder management and communication skills. Ability to lead cross-functional teams and influence without direct authority. 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 growth opportunities through numerous internal and external programs. Recognition and rewards such as Goose Rewards & ICON Rewards. Participation in CGGives with donation matching and paid volunteer time. Access to tools and resources to support physical and mental health. Salary Range : $102,000.00 – $141,000.00 per year. 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. The actual offer will depend on your experience, skills and alignment with the role. 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. #J-18808-Ljbffr

📌 Product Manager, Customer Experience & Engagement (Toronto)
🏢 Canada Goose
📍 Toronto