CRM & Loyalty Manager Full-Time

The CRM and Loyalty Marketing team is responsible for the overall development and growth of the Company Rewards Program. We are looking for an experienced CRM & Loyalty Manager to develop, execute, analyse and refine multi-channel acquisition and retention strategies which will profitably drive customer retention, traffic and sales. The CRM Manager will continuously balance using data insights with creative, system and resource considerations to drive decision making. S/he will work to ensure that the program is being marketed consistently across vehicles and that members have a seamless experience in-store and online.

Principal Duties and Responsibilities:

• Develop and execute a comprehensive customer lifecycle contact strategy to maximize member retention and LTV;
• Develop and enhance current reporting and metrics to understand overall customer retention and repeat behaviour across key segments and monitor loyalty success at program, customer segment and campaign level;
• Own the Company Rewards Giveaway program, including but not limited to strategy, internal & external communication, creative briefing, execution/QA and budget;
• Possess business and strategic acumen with the ability to communicate broader business vision to cross-functional and technical teams;
• Apply learnings from consumer level data to develop segmented audience-based campaigns.;
• Ability to articulate ideal experience in a simple, concise way to enable cross-functional understanding and alignment;
• Work with cross functional business partners within Sales, Brokers/Agents and Clients, to deliver offers, creative content and customer facing offers on time and in a flawless manner;
• Support the Company Rewards text messaging mobile program, including calendar and vendor management;
• Analyse campaign results and continuously refine strategies through a test and learn approach;
• Partner with Client Managers teams to respond to escalations and monitor real-time customer feedback;
• Work with CRM Analytics on development of insights and predictive models to optimize program audience selection and targeting

Job Requirements:

• Minimum 5 years of CRM experience in a fast paced, multi-channel, retail environment
  Strategic thinker with strong analytical skills;
• Ability to work across the organization and display highly effective presentation skills to senior leaders, cross functional teams, partners, and peers;
• Experienced in building loyalty program contact strategies and campaigns;
• Solid understanding of customer segmentation and offer testing principles with a track record of applying these principles to deliver incremental sales and profit;
• Must have a strong attention to detail, skills to work seamlessly with cross-functional partners, self-disciplined and motivated in an environment that requires creativity;
• Strong time and project management skills with ability to work on multiple projects simultaneously;
• Ability to anticipate needs, innovate and flourish in a fast-paced retail environment;
• Proficient with MS Office Suite;
• Strong Excel skills;
• BA or BS Degree required.