Job description: Manager, Digital Brand Engagement Programs (Loyalty & CX)

Reporting To: Senior VP, Innovation Location: Richmond Hill ON

Role Summary

The Manager, Digital Brand Engagement Programs (Loyalty & CX) serves as the primary liaison between MTY brands and Loyalty/CX partners. This role connects teams, facilitates the transfer of knowledge, and enables brands to become increasingly self-sufficient in the day-to-day execution of loyalty and CX programs. The role is responsible for shaping and implementing loyalty and communication models, supporting offer design and program economics, and establishing clear communication processes, governance, and organizational rhythms to ensure consistent delivery, scalability, and measurable outcomes across brands and partners.

Are you ready for a new challenge? Let's roll your career with MTY! A delicious future awaits you! #Letsroll #Tastyfuture The MTY Group is a family whose heart beats to the rhythm of its brands and its employees. Over the past 40 years, EXCELLENCE, ENTHUSIASM and INNOVATION have led us to success. Today, we continue to look for talented professionals who want to work for a company that will offer them opportunities for growth and many rewarding experiences. MTY offers its employees dynamic, unique and valuable professional experience.

Benefits

3 weeks of vacation 5 days of flexible sick leaves $2000 reimbursement for professional certifications and continuing education requirements Flexible working hours Half-day Fridays year-round Company health and dental plans, with an additional $300 personal wellness expense account Employee assistance program with access to mental health, legal, and financial counseling services Employee profit-sharing plan with employer contribution Monthly company-wide recognition awards Company social events, including webinars, town halls, and team activities Casual dress code Free parking at the office

Key Responsibilities

Brand & Partner Liaison, Enablement, and Knowledge Transfer (Core Focus) Act as the main point of contact between brands and Loyalty/CX partners, ensuring aligned priorities, clarity of roles, and timely decision-making. Facilitate structured knowledge transfer so brands can become self-sufficient, including playbooks, training, documentation, and repeatable operating procedures. Help connect the right internal and partner stakeholders, ensuring smooth handoffs, issue resolution, and escalation management. Establish and maintain the communication process and operating cadence (meeting rhythm, agendas, action tracking, decision logs) across brands and partners. Drive standardization and organization of processes, artifacts, and workflows to support scalable program execution.

Brand Engagement Strategy & Program Evolution

Provide input into the strategic direction of brand engagement models, loyalty program frameworks, and communication journeys. Ensure value propositions are competitive, profitable, and aligned with brand marketing priorities. Support a long-term rewards and engagement strategy that enables growth of Loyalty & CX programs across brands.

Loyalty & CX Program Implementation Support

Support implementation of new and evolving loyalty and communication models and associated process flows. Coordinate changes to existing brand models and workflows in collaboration with Marketing, Finance, loyalty partners, and other stakeholders. Initiate and track key activities, milestones, and progress across brand programs to ensure alignment and on-time delivery. Identify and implement ongoing process efficiencies between brands and partners. Coordinate discussions related to UX, program operations, measurement, and marketing strategy with brands and partners. Enable measurement conversations and help translate performance learnings into program improvements and growth opportunities.

Promotional Engagements & Partner Relationship Coordination

Coordinate the planning and launch of new promotional engagements between brands and primary partners. Maintain a pipeline of promotional engagements and support partner onboarding and brand readiness. Support brands in executing offers, ensuring adherence to agreed timelines, requirements, and SLAs. Help manage partner relationships by ensuring strong servicing, consistent communication, and opportunity identification via program assets. Support partner and program billing management activities, including quarterly forecasts, monthly reconciliations, and performance updates. Provide regular updates to the business, highlighting growth opportunities and/or risks with mitigation actions.

Brand Marketing Program Enablement

Support the design, development, and execution of brand marketing programs tied to loyalty and promotional engagements. Coordinate cross-functional teams to develop marketing assets, enablement materials, pipeline approaches, and sales support content. Onboard, maintain, and develop brands into the program, focusing on adoption and self-sufficiency.

Skills & Knowledge Requirements

Strong stakeholder management and relationship-building skills; ability to build trust quickly with brands and external partners. Strong leadership and influencing capabilities; able to lead cross-functionally without direct authority. Proven ability to create structure: communication processes, governance, operating cadence, and organized workflows. Consultative/solution-based approach; able to assess brand needs and coordinate solutions that support strategic objectives. Strong analytical skills, including offer economics, financial modeling, forecasting, and reconciliations (directly or through partnership with Finance). Ability to leverage data assets and digital reach to demonstrate value and inform program direction. Strong communication skills; able to translate partner/platform complexity into brand-friendly guidance and documentation. Analyze performance results using PBI tools and key performance indicators to refine strategies and improve effectiveness.

• Strong analytical mindset with proven ability to translate insights into action.
• Exceptional communication, presentation, and relationship management skills.
• Proven experience using Power BI (PBI) or other business intelligence tools for analytics and performance reporting.

Decision Making & Impact

This role influences brand adoption, partner performance, program economics, and customer experience outcomes by enabling clear processes, effective knowledge transfer, and strong coordination between brands and Loyalty/CX partners. Decisions may impact a single brand or scale across the organization, affecting execution quality, operational efficiency, profitability, and customer trust. The role is expected to clearly articulate trade-offs, risks, and downstream impacts. Please note that any offer of employment will be conditional upon a background check, including a criminal record check. The majority of our clients and a large proportion of our employees are outside Quebec.