Loyalty and Insights Manager, Marketing Job in Richmond for London Drugs | Jobs.ca

Loyalty and Insights Manager, Marketing

December 1 2021
Industries Retail
Categories Data Business Analyst, Marketing, Advertising, Marketing, Communications, Public Relations, Retail, Store Operations - Management
Richmond, BC
Not just a job…
a community
a partnership
a team

You’ll experience them all at London Drugs. As one of Canada’s most successful retail chains, we know what it takes to build a satisfying career. We are seeking innovative, customer focused people to join our team!

Our Marketing Department located at our head office in Richmond, BC currently has an opportunity for:

Loyalty and Insights Manager, Marketing

The Loyalty & Insights Manager is the key in-house expert responsible for the ongoing build-out and success of a unique loyalty program. The ideal candidate must have a solid background in customer engagement programs and using data to provide personalized experiences and inform business decisions. The Loyalty & Insights Manager will have a deep understanding of loyalty principles and the ability to manage cross-functional teams to implement changes aimed at driving enhanced customer loyalty. This role requires effective and professional communication skills across all corporate disciplines, along the entire organizational hierarchy and partner agencies.

Roles and Responsibilities:
  • Partner with internal teams, suppliers and agencies to successfully implement a new loyalty program that provides a personalized experience and engages customers to increase frequency and basket size.
  • Collaborate with suppliers and partners to implement incentives that drive membership volumes and purchase behaviour.
  • Create successful strategies to use the data acquired through the program to provide relevant & personalized experiences and inform business decisions.
  • Work with internal teams to engage vendor partners with the program and create a new marketing revenue stream.
  • Define, manage, implement and coordinate all marketing communications to loyalty program members.
  • Manage all internal operational functions of the loyalty program including budget and business case management, customer issue escalations as well as ongoing evolution of the program based on learnings.
  • Drive constant and consistent communication with internal teams including the executive team, marketing team, IT, operations, merchandising, loss prevention and ecommerce to ensure the business is well-versed in the program and are committed to supporting its goals.
  • Track and report on program’s progress against defined KPIs and program metrics; define and develop new KPIs and metrics as necessary.

Leadership & Management:

  • Strong leadership skills, with an emphasis on managing all individuals within a team.
  • Fully supportive of all organizational initiatives.
  • Train, coach, and develop staff to meet operating and succession planning goals. Give direction of assigned duties.
  • Develop a team approach to department sales.
  • Recruit and evaluate employees on a timely basis to meet continual recruitment goals ensuring they are honest, fair and accurate.
  • Act in a manner befitting a member of management, reflecting sound employee relations principles and a positive attitude towards London Drugs.
  • Ensure effective employee relations practices are followed. These include using behavioral interviewing, supporting all in-house training, maintaining professional supervision of all employees, scheduling hours in a fair and equitable manner following seniority guidelines, evaluating performance on a timely basis, and following all progressive discipline and documentation guidelines.
  • Coach team members for successful sales, attachments, motivation and goal setting.
  • Ensure all company policies & procedures are followed by staff & management at all times.

The successful candidate should possess the following:

  • Ability to succeed in fast-paced retail environment with many cross functional teams and business partners.
  • Demonstrate good interpersonal skills when dealing with customers, staff & management.
  • Strong presentation skills, with the ability to educate and sell through complex concepts at all levels of the organization.
  • Outstanding ability to analyze complex data and synthesize to actionable insights.
  • Expert level knowledge in marketing research methodologies.
  • Highly organized and able to multitask effectively and work under changing priorities.
  • Outstanding communication skills, both written and verbal, within a team environment.
  • Strong leadership abilities, able to mentor, train and develop a diverse team
  • Good communication skills, both written and verbal.
  • Strong analytical and strategic thinking skills.
  • Ability to relate to all levels of personnel.
  • Ability to exercise professional judgment, delegate and follow-up.
  • 7+ years of marketing experience in retail, CPG, consumer electronics or apparel industries.
  • 3+ years of experience successfully managing a loyalty or customer engagement program.
  • In-depth knowledge of customer loyalty theory, data analytics and personalization.
  • Diverse background in marketing research and insights.
  • A proven track record in strategy development and project management.
  • Degree in Marketing or related discipline, MBA an asset.
  • Strong Marketing technology knowledge.
London Drugs offers advancement opportunities through our promote-from-within policies, salaries commensurate with experience, as well as a comprehensive benefits program including:

  • Comprehensive medical, dental, prescription drug and vision coverage for you and your family (Ensuring you and your family are taken care of)
  • Employee Discount Program (Sharing our success)
  • Employee Recognition Program (Tangible rewards for great work!)
  • Company matched RRSPs (Helping you plan for your future)
  • Ongoing In-House Training & Education Courses (Lifelong learning)
  • Employee Family Assistance Program (Free confidential counseling)
  • Community Involvement (Giving back to our communities)
If you are a well-organized, self-motivated, individual who has a positive attitude and a commitment to achieving Company objectives, then we have the opportunity for you to excel!

Apply Now!

We are an equal opportunity employer. The above statements are intended to describe the general nature and level of work applicable to this position and are not intended to be an exhaustive list of all responsibilities, duties and skills required. Be advised, London Drugs DOES NOT use third party recruitment services.

London Drugs may collect, use, and/or disclose your personal information (including the information in this application) where it is reasonable for establishing, managing or terminating an employment relationship. This includes the use or disclosure of your personal information to persons inside or external to our organization, for the purpose of checking references or gathering other information to support an assessment of your candidacy.

To protect yourself, do not respond to unsolicited job offers from individuals or e-mail addresses, and never disclose any sensitive details about your identity (including personal or financial) to anyone you do not know or trust or on any unverified website, or website you do not trust.

Apply now!