Senior Manager, Sales & Customer Office

Zurich Insurance Company Ltd.

The Opportunity

Are you looking for a caring, collaborative, values-driven workplace with inspiring teammates and leaders? Do you have the ambition and desire to be the best and thrive at one of the world’s leading insurance providers? Look no further than Zurich Canada.

If you have experience supporting sales and distribution through analysis, relationship management, and continuous improvement, and are looking for a new challenge, we would love to hear from you.

Zurich Canada is looking for a SeniorManager, Sales & Customer Office to turn customer and broker feedback into practical insight, coordinate targeted business programs and strengthen day-to-day execution across the Sales & Customer Office.

Reporting to the VP, Sales & Customer Office, this role supports priorities across the team based on business need. The Manager will collaborate with colleagues and business partners across the organization, with priorities and assignments directed through the VP. Has a clear core mandate: support Net Promoter Score (NPS) reporting and insight development for Canada, help establish strategies and goals based on customer feedback, and coordinate targeted internal campaigns for Underwriting, including Customer Rockstar.

The Senior Manager will also provide project and coordination support across the Sales & Customer Office, including selected reporting and process documentation activities, as well as support for broker proposition initiatives, marketing projects, sales campaigns and events. The role reports to the VP, Sales & Customer Office.

This is a broad business-management opportunity for someone who combines analytical thinking, disciplined execution and strong stakeholder coordination. It is not a specialist marketing or compliance role. Success will come from organizing work, connecting teams and ensuring important initiatives move forward. The posting is for an existing vacancy.

Zurich Canada uses artificial intelligence-enabled tools to support certain aspects of the recruitment process, including the initial review and screening of applications. Artificial intelligence is not the sole basis for candidate shortlisting or selection. All hiring decisions are reviewed and made by qualified hiring professionals.

Zurich follows a hybrid work model requiring three days per week of in-person presence, which may include time in the office or market-facing engagements.

What you will do

Customer insights and action planning

• Support the preparation, validation and ongoing improvement of NPS reporting for Zurich Canada.
• Analyze customer and broker feedback to identify themes, trends, strengths and opportunities for improvement.
• Turn NPS results and qualitative feedback into clear insights, presentations and recommendations for business leaders.
• Help establish Canadian NPS strategies, goals, action plans and progress measures, working with business owners to support follow-through.
• Coordinate market insights reporting and help improve the consistency and accessibility of customer information.

Underwriting campaigns and program delivery

• Help develop and deliver targeted internal campaigns for Underwriting that reinforce customer focus and highlight strong broker and customer feedback.
• Coordinate the ongoing delivery of Customer Rockstar, including reporting, monthly and quarterly activities, communications, scorecards and stakeholder inputs.
• Use NPS feedback and business input to help shape campaign themes, content and participation approaches.
• Maintain clear program documentation, timelines and criteria, and identify practical ways to strengthen participation and visibility.
• Support additional internal sales campaigns and related enablement activities.

Business coordination and team support

• Provide limited coordination support for selected governance-related requests, reporting and process documentation, as assigned through the VP, Sales & Customer Office.
• Coordinate selected reporting and other recurring business activities assigned to the Sales & Customer Office.

Broker proposition, marketing and event support

• Provide project and coordination support for broker proposition initiatives, including Club Blue, Zurich Canada’s broker value proposition.
• Support Marketing and other business partners by coordinating inputs, stakeholder reviews, timelines, approvals and follow-up activities.
• Assist with broker events and learning initiatives through planning support, materials, communications, logistics and post-event follow-up.
• Provide project coordination across priority Sales & Customer Office initiatives, including workplans, meeting coordination, action tracking and status updates.

Job Qualifications - What you bring to the table

Required:

• Bachelor's degree and six or more years of experience in sales.

Preferred:

• Six or more years of experience in customer experience, sales enablement, distribution operations, program coordination, business analysis or a related field.
• Strong analytical skills, with the ability to interpret quantitative and qualitative feedback and turn it into practical business insight.
• Strong organizational and project coordination skills, including the ability to manage multiple priorities, stakeholders and deadlines.
• Excellent written and verbal communication skills, with experience preparing clear presentations, reports and executive-ready materials.
• Comfort working across operational, analytical and program-delivery responsibilities.
• Strong relationship-building skills, sound judgment, attention to detail and a consistent focus on quality and follow-through.
• Experience in commercial insurance, financial services or another broker- or intermediary-led environment.
• Experience working with NPS, customer feedback, survey reporting, dashboards or customer experience programs.
• Experience supporting internal campaigns, reporting, events, broker programs or business operations.
• Comfort working with Microsoft 365 tools, SharePoint and reporting or visualization platforms.

At Zurich Canada, we are committed to pay equity. We determine compensation based on objective criteria such as skills, experience and internal equity. The salary range for this position is $90,000 - $130,000. This range reflects the expected pay for the role across Canada and may vary depending on factors such as office location, specific responsibilities and individual qualifications. As required by local law, Zurich provides in good faith a reasonable compensation range, but starting salaries may exceed this range based on a candidate’s skills and experience.

Our Culture

• At Zurich, we are proud of our culture. We are passionate about Diversity, Inclusion, Equity and Belonging (DIEB). We want you to bring your whole self to work, and we want our employees to be reflective of the communities in which we live and work. Our DIEB initiatives are creating an environment where everyone feels welcome.
• We have a collaborative culture where diversity of thought is valued. We value your input and strive to give our employees the tools they need to make an impact.
• We care about our employees' well-being and offer a comprehensive health/benefits plan with varying levels of coverage to suit your specific needs and a competitive total compensation package.
• We understand how important it is to rest, recharge and do the things you love. At Zurich, all employees receive a minimum of four weeks of vacation per year to do just that.
• We also understand that employees require time off for personal reasons. Maybe you have an appointment during a workday, a cultural or religious holiday you would like to observe, or you need time off to focus on your mental health. Zurich employees receive four personal days per year to be used at their discretion.
• We are committed to continuous improvement and offer access to a comprehensive range of training and development opportunities.
• We care about our communities. Our communities are where our customers, people, and shareholders live and work. While we can be proud of the contribution to society Zurich makes through our core business of insurance, we must also give