Senior Manager, Loyalty and CRM

Job summary

The role is responsible for owning the loyalty and CRM strategy, roadmap, and governance to enhance customer engagement in Canada. This includes leading the launch of a new loyalty program and collaborating cross-functionally to drive data-driven business decisions.

Job details

We’re hiring a Senior Manager, Loyalty and CRM — an exciting opportunity to help shape the future of customer engagement for our growing Canadian business. This role will play a key part in building and launching a new loyalty program, leading CRM strategy, and helping us create more personalized, meaningful customer experiences across the business. As our brand continues to grow in Canada, this individual will be central to how we engage, understand, reward, and retain our customers. The Senior Manager, Loyalty and CRM will own the loyalty and CRM strategy, roadmap, governance, and customer engagement approach, and will work cross-functionally with teams across the organization, and support the customer insights, reporting, and data practices that help drive smarter business decisions and stronger program performance.; thereby making a visible impact during an exciting period of brand growth in Canada. Required skills: Ability to set a clear loyalty and CRM strategy and translate it into an executable roadmap. Strong stakeholder management skills, able to influence across marketing, operations, finance, analytics, CRM, data, and technology. Proven ability to lead complex initiatives on tight timelines with multiple dependencies. Highly organized with strong prioritization, attention to detail, and follow-through. Comfortable operating as the business owner for loyalty and CRM, while partnering closely with technology and analytics teams on reporting, data governance, roadmap implementation, and continuous improvement. Supervisory skills including goal setting, coaching, prioritization, quality review, documentation standards, and performance management. Education and/or Experience:: Bachelor’s degree in Marketing, Business, Analytics, Economics, Information Management, or a related field, or equivalent practical experience. 5+ years of experience in loyalty, CRM, retention marketing, customer lifecycle management, analytics, digital product/program management, customer reporting, or a related customer/data-focused role; additional experience is an asset. 2+ years of people leadership experience and proven success delivering cross-functional initiatives; retail experience preferred. Experience working with legacy data, reporting transformation, corporate data access, or data governance roadmap implementation is an asset. If you’re passionate about loyalty, CRM, customer experience, and building programs that make a real business impact, this is a great opportunity to be part of something exciting from the ground up. This position is for an existing vacancy, and we are looking to fill this role immediately.

What you’ll do

The role is responsible for owning the loyalty and CRM strategy, roadmap, and governance to enhance customer engagement in Canada. This includes leading the launch of a new loyalty program and collaborating cross-functionally to drive data-driven business decisions.

Requirements

Candidates need a bachelor's degree and over 5 years of experience in loyalty, CRM, or customer data roles, including at least 2 years of people leadership. Experience in retail and data governance implementation is preferred.

Listed skills

• People leadership · Preferred
• Reporting · Preferred
• Prioritization · Preferred
• Project management · Preferred
• Stakeholder Management · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Loyalty Strategy
• CRM Strategy
• Stakeholder Management
• Project Management
• People Leadership
• Data Governance
• Customer Lifecycle Management
• Retention Marketing
• Customer Insights
• Reporting
• Cross-functional Leadership
• Prioritization
• Performance Management
• Digital Product Management
• Customer Engagement

Job areas

• Marketing
• Management & Leadership
• Retail
• Data & Analytics
• Customer Service & Support